# Thank you survey

Source: https://gokarla.io/docs/guides/shops/thank-you-survey

# 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.)

:::tip Keep it short
Short surveys win. Aim for about **three questions**. Every extra question
costs completions — the builder shows an estimated finish rate as you edit.
:::

## Prerequisites

1. Install the [Karla Shopify app](https://apps.shopify.com/karla-1).
2. 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

1. Open **Shopify admin → Apps → Karla**.
2. Go to **Survey**.
3. 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

1. Click **Add question**.
2. Pick from the library, or choose **Write your own question**.
3. For a custom question, enter the title and at least two labeled options
   (with optional emojis).
4. 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?             |

:::note Soft limits
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.

:::important Saved config wins
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.

1. In Shopify admin, go to **Settings → Checkout**.
2. Click **Customize** on your checkout configuration.
3. Switch to the **Thank you** page (not Order status).
4. Select the main content area and click **Add block**.
5. Under apps, choose **Karla Survey**.
6. Optionally reorder blocks with drag-and-drop so higher-priority widgets
   (email capture, WhatsApp, newsletter) sit above the survey.
7. 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](/docs/guides/shops/shopify) — install the app
- [Post-purchase upsell](/docs/guides/shops/post-purchase-upsell) — one-click
  offer before the Thank you page