The right time to ask for feedback depends on what the customer has experienced. Ask after they have enough context to respond, while the details are still easy to remember.
Match timing to the experience
- In-store purchase: Ask after the customer has completed the purchase. Keep the request optional and brief.
- Service appointment: Ask after the service is complete, when the customer has had a chance to experience it.
- Delivery: Wait until the order is marked delivered, then ask about the product and delivery experience.
- Ongoing relationship: Use occasional check-ins for broader questions about products or service. Avoid sending repeated requests to the same customers.
These are starting points. Customer availability and the type of feedback you need may change what works best. Test different timings with similar audiences and compare response activity.
Use automation carefully
SokoWise surveys can be configured to follow eligible purchases or deliveries. Review the trigger and timing settings available to your account, and make sure the request is relevant to the interaction. For general check-ins, choose a schedule that gives customers enough space between requests.
Use feedback to improve the experience, then let customers know when their input led to a change. See SokoWise survey features for available survey and follow-up options.