Customers never stop being shoppers. Post-purchase experience can build or break loyalty.
In ecommerce, post-purchase experience measurement should happens in each of the following stages.
Post-Order (Items not received yet)
Customer should be able to track the shipment via any mode (via tracking URL or call or chat with customer support)
Order Delivery / Receiving the item
Find out if
- item was delivered as per expectation (time, packaging, behavior of delivery staff)
- item is in working / immediately useable condition
- payment on delivery was hassle-free
If there are issues with any of the above two, then customer should be able to quick trigger a repair or return request as per policy (should have been shared prior to ordering.)
Assembly & Installation by specialists
In cases of furniture and large appliances where assembly and installation by specialists is involved,
- assigning the specialists and scheduling the assembly should be at least semi-automated giving flexibility to the customer to fix or modify time slots.
- collect feedback on assembly/installation and resolve issues promptly.
First Few Days (in-warranty)
- Survey customer for product satisfaction
- Ask for a review on the website and a testimonial (preferably video)
- Reward them for the review/testimonial
Maintenance Service Reminders
- Generate automatic reminders to customers for maintenance services (those that are included without any additional cost to the customer and as a part of the warranty)
- Survey customer for product satisfaction
- Ask for a review (for long term use of product) and a testimonial (preferably video)
- Reward them for the review/testimonial
- Inform them about end of warranty dates and availability of extended warranties or paid maintenance services.
