Thank you survey#
Collect short, tap-based answers from buyers on the Shopify Thank you page — attribution, purchase barriers, checkout satisfaction, and more. Questions are configured in the Karla app; the survey appears after you add the Karla Survey block in the checkout editor.
Recommended for: Marketing, CX, Growth
What you get#
- A chip-based survey on the Thank you page (one question per step, no submit button — every tap is recorded immediately)
- A curated question library plus custom questions
- Drag-and-drop ordering, emoji labels, and editable answer options
- Response analytics and CSV export in the Karla app
- Placement control next to other Thank you page apps (email capture, WhatsApp, etc.)
Short surveys win. Aim for about three questions. Every extra question costs completions — the builder shows an estimated finish rate as you edit.
Prerequisites#
- Install the Karla Shopify app.
- Access Shopify’s checkout editor for the Thank you page (app blocks on Thank you are available on plans that support that checkout customization — this is separate from the one-click upsell’s post-purchase page).
Setup overview#
| Step | Where | What you do |
|---|---|---|
| 1 | Karla app → Survey → Edit questions | Build and save your question set |
| 2 | Shopify → Checkout → Customize → Thank you | Add the Karla Survey block and save |
Questions are owned in Karla. Enabling the widget is a one-time checkout-editor step. After that, merchants can change copy and order themselves.
Until you save a custom configuration in Edit questions, the block can also use its own per-question toggles for the default three questions. Once you save in the Karla app, that config wins and the block toggles are ignored.
Step 1: Configure questions in the Karla app#
- Open Shopify admin → Apps → Karla.
- Go to Survey.
- Open Edit questions.
If you have never saved a configuration, you start from the default funnel:
| Default question | Purpose |
|---|---|
| Where did you first hear about us? | Attribution |
| Did anything almost stop you from ordering? | Purchase barriers |
| How was the checkout? | Satisfaction |
A negative checkout rating automatically asks What went wrong at checkout? as a follow-up. That follow-up is not a separate question you pick — it rides with the rating question.
Reorder questions#
Drag a question card, or use the up/down controls, to change the sequence. For example, ask about checkout first, then attribution. Save when you are done.
Edit options and emojis#
For editable questions:
- The left column is the emoji shown on each answer chip (recommended — buyers scan visuals before text).
- Edit option labels to match your brand voice.
- Add option / remove with X — each question needs 2–8 options.
The 1–5 checkout rating scale is fixed so results stay comparable across merchants.
Add a library or custom question#
- Click Add question.
- Pick from the library, or choose Write your own question.
- For a custom question, enter the title and at least two labeled options (with optional emojis).
- Press Done, then Save.
Library categories:
| Category | Example |
|---|---|
| Attribution | Where did you first hear about us? |
| Purchase barriers | Did anything almost stop you? |
| Satisfaction | How was the checkout? |
| Segmentation | Who is this order for? |
You can add more than three questions, but the builder nudges you when completion is likely to drop. A hard maximum of six questions applies.
Reset to defaults#
Reset to defaults restores the three default questions and clears your customizations. Confirm only if you intend to start over.
Save#
Click Save. Changes appear on the Thank you page within a few minutes.
Once you save questions in the Karla app, that configuration is the source of truth. Per-question toggles on the checkout-editor block are ignored after a saved config exists.
Step 2: Add the survey to the Thank you page#
This is a Thank you page app block — not the post-purchase upsell page. The one-click upsell is activated separately under Checkout → Post-purchase page.
- In Shopify admin, go to Settings → Checkout.
- Click Customize on your checkout configuration.
- Switch to the Thank you page (not Order status).
- Select the main content area and click Add block.
- Under apps, choose Karla Survey.
- Optionally reorder blocks with drag-and-drop so higher-priority widgets (email capture, WhatsApp, newsletter) sit above the survey.
- Click Save.
Without this block, the survey never renders — even if questions are configured in the Karla app. The checkout editor preview is clickable but does not write real answers; use a test order to verify the Survey tab.
Placement tips#
Buyers often complete email/SMS capture first; those widgets may collapse after submission and leave room for the survey underneath. Put revenue-critical blocks first, then the survey.
View responses#
Back in Karla → Survey:
- See respondent and answer counts
- Filter by period (last 7 / 30 / 90 days, or all time)
- Browse the latest answers table — date, order, then one column per answered question (pivoted per order; recent orders only)
- Export CSV when answers exist (same period filter)
Answers appear as soon as buyers tap through the survey on the Thank you page.
Buyer experience#
- One question at a time, chip answers only
- No submit button — each tap is stored immediately (partial answers survive if the buyer leaves early)
- Optional free text only on deliberate escape hatches:
- Somewhere else on the attribution question
- Optional “tell us more” after a negative checkout follow-up answer
- Custom questions never open a free-text field
- After the last question, a short thanks state
Changing the survey later#
Merchants can self-serve without Karla involvement:
| Change | Where |
|---|---|
| Edit / reorder / add questions | Karla app → Survey → Edit questions → Save |
| Move the widget on the page | Shopify checkout editor → Thank you → drag blocks |
| Remove the survey | Checkout editor → remove Karla Survey block |
| Export answers | Karla app → Survey → Export CSV |
Troubleshooting#
No survey on the Thank you page
- Confirm the Karla Survey block is added on the Thank you page and the checkout editor is saved.
- Hard-refresh or place a new test order (editor previews can lag briefly after saves).
Old questions still showing
- Save again in Edit questions. Allow a few minutes for the storefront to pick up the new config.
- If you never saved a custom config, the block may still use the default funnel / extension toggles.
No answers in the Survey tab
- Place a real or test order, reach the Thank you page, and tap through at least one question. The checkout editor preview does not create answers.
- Confirm the block is on Thank you, not Order status, and not confused with the separate post-purchase upsell page.
Survey sits above more important widgets
- In the checkout editor, drag email / WhatsApp / newsletter blocks above Karla Survey, then save.
Related#
- Shopify integration — install the app
- Post-purchase upsell — one-click offer before the Thank you page