E-commerce
Reduce returns and increase repeat purchases with targeted customer feedback
Automatic feedback flows after purchase, delivery and return, fully integrated with your webshop. No manual work, direct insights.
No credit card · Live in 5 min
Average impact for webshops after 6 months
−18%
return rate
Average after 6 months of active feedback measurement
+24%
more reviews
Through automatic review activation for promoters
+12%
repeat purchase rate
Via loyalty flows based on NPS segmentation
38%
average response rate
When sending 24-48h after delivery
What is customer feedback for e-commerce?
Customer feedback for e-commerce is the systematic collection of opinions after purchase, delivery or return. By automating feedback you measure NPS, return reasons and customer satisfaction, and reduce return rates while increasing repeat purchases.
In the competitive world of online retail, customer satisfaction is the difference between a one-time buyer and a loyal customer. Yet most webshops still collect feedback ad-hoc: a manual email here, a review request there. The result? Incomplete data, slow follow-up and missed opportunities.
Feedback Analytics connects to your order management system and automatically sends the right questionnaire after each purchase, at the right time. Answers are immediately translated into actions: an alert for low NPS, an automatic follow-up email for a return, or a review invitation for satisfied customers.
Customers who are actively asked for feedback place 23% more repeat orders. And reducing the return rate by 1% already yields thousands of euros in extra margin per year for an average webshop.
Built specifically for webshops
6 ways webshops use Feedback Analytics
From post-purchase to return analysis: every feedback flow is designed for the specific challenges of e-commerce.
Post-purchase survey after delivery
Automatic NPS questionnaire 24-48 hours after delivery. Measure satisfaction with product, packaging and delivery when the memory is still fresh.
Return feedback per product category
Link feedback flows to return requests. Discover structural causes per category: sizing issues, expectation gaps or logistics errors.
NPS segmentation per customer type
Analyse NPS per customer segment: new customers, returning buyers and high-value accounts. See where you win or lose loyalty.
Review activation at high score
Customers with NPS 9-10 automatically receive an invitation for Trustpilot, Google or Kiyoh. Increase your review volume without manual work.
Automatic follow-up at low score
At NPS ≤ 6 the system sends an alert directly to your customer service. Respond proactively before the customer posts a negative review.
Insight per campaign or traffic source
Link feedback data to UTM parameters or campaign IDs. See which channels deliver the most satisfied customers and optimise your acquisition.
How it works
How feedback works in e-commerce
From order to action: fully automatic. You only need to handle the exceptions.
- 1
Customer places order
The order is created in your webshop. Feedback Analytics automatically receives order data via the datatable connection or API.
- 2
Automatic survey after delivery
48 hours after the delivery date the feedback questionnaire is sent: personalised, in your branding, at the right moment.
- 3
Negative feedback → internal alert
At an NPS score of 6 or lower your customer service receives a notification directly. Proactive contact prevents escalation and negative reviews.
- 4
Positive feedback → review or upsell
Customers with NPS 9-10 automatically receive a review request or a personalised upsell offer via your email platform.
Practical scenario
How a Dutch fashion chain reduced return rate by 22%
Challenge
A fashion chain with 4 webshops had a return rate of 34%, well above the industry average. The cause was unclear: sizing issues, expectation management or logistics errors?
Approach
After implementing Feedback Analytics, 3 targeted questions were asked automatically after each return request. Within 6 weeks, 61% of returns proved due to incorrect size information on product pages.
Result
After updating size information and adding fit reviews, the return rate dropped from 34% to 26.5%, a saving of over €180,000 per year in logistics costs.
Why webshops choose Feedback Analytics
Fully automated
Connect to your platform and let everything run automatically. No manual work.
Higher response through timing
Feedback right after delivery delivers 3x higher response rates than generic campaigns.
Direct action via flows
Link scores to actions: discount at low score, review request at high score.
Insight per segment
Filter by product category, customer segment, region or period. Decisions based on data, not gut feeling.
GDPR compliant
All data stored on European servers, compliant with GDPR. Consent management built in.
Scalable
From 100 to 100,000 orders per month: Feedback Analytics scales with you.
Integrations
Shopify
Direct connection via datatable or API
WooCommerce
Automatic order import after delivery
Lightspeed
Connection via datatable import
ROI calculation: what does customer feedback yield?
A realistic calculation based on average customer data. Your situation may differ, but the direction is clear.
| Average order volume per month | 2,000 orders |
| Current return rate | 28% (560 returns/month) |
| Average return costs per package | €14.50 |
| Total return costs per month | €8,120 |
| Expected return rate reduction | −15% (84 fewer returns/month) |
| Saving per month | €1,218 |
| Feedback Analytics cost | €49/month |
| Net ROI per month | €1,139 |
Payback period: less than 1 week. Annual saving: over €13,600, just on return costs.
Frequently asked questions
Does Feedback Analytics work with Shopify and WooCommerce?â–¾
Yes. Via our datatable connection you import customer data from any platform, including Shopify, WooCommerce, Lightspeed and custom systems. After an order the feedback questionnaire is automatically sent at the moment you specify: right after purchase, after delivery or after a return request.
How quickly do I see results after activating customer feedback?â–¾
Most customers see feedback coming in within the first week. Statistically significant insights are available after 50-100 responses. A complete picture of your NPS trend usually takes 4-6 weeks.
Can I analyse feedback per product category?â–¾
Yes. You segment questionnaires by product category, order value or customer group. So you see exactly which categories cause the most dissatisfaction. Combine this with your return data for maximum insight.
How do I increase my response rate on feedback emails?â–¾
Send the feedback question within 24-48 hours after delivery, keep the questionnaire short (max. 3-5 questions) and personalise the salutation. Feedback Analytics offers A/B testing for subject lines and send times.
Can I automatically follow up on negative feedback?â–¾
Yes. Via automatic alerts you receive a notification directly when a customer gives a low score. You also set up an automatic follow-up flow that sends the customer a personal message, preventing negative reviews.
Is Feedback Analytics GDPR compliant?â–¾
Yes. All data is stored on European servers and processed in accordance with GDPR. We offer standard features for consent management, data export and deletion.
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