Shopify Flow templates for your post-purchase survey
By Peter Coolen · · 5 min read
Every completed survey can now start a Shopify Flow workflow. The moment a customer submits their answers on the Thank You page, Flow receives a “Survey response submitted” trigger with the answers, the order and the customer, and can tag, notify or write a note straight away.
That matters because answers lose value while they wait in a dashboard. An unhappy customer you reply to the same day is a customer you can keep; one you find in next month’s export is not. Below are four workflows you can copy, each with a bad and a better way to set it up.
How it works
- Open your survey’s Integrations page and turn on “Send this survey’s responses to Shopify Flow”. The page also shows the survey’s Form ID, which starts with “su”.
- In Shopify Flow, create a workflow and choose the “Survey response submitted” trigger.
- Add a condition that the Form ID equals your survey’s Form ID, then add your actions.
All your surveys share the one trigger, so the Form ID condition is what ties a workflow to a single survey. It also keeps working when you rename the survey.
Each response sends the order and the customer, so every Flow order and customer action works. It also sends the survey title, the response ID, an Answers summary with every answer as a “Question: answer” line, and the response itself: the customer’s email, the order total and currency, whether it was their first order, their country and language, the score of the first NPS question, the first rating, and each answer with its question. To put any of these in an email or note, use Flow’s “Add a variable” picker.
1. Tag customers by how they found you
“How did you hear about us?” is the most popular post-purchase question. Turn each answer into a customer tag and you can build segments and campaigns on it, not just read a chart.
An open text box, with the answer copied into a tag as it is. You end up with “Instagram”, “insta” and “IG ad” as three different tags.
- Google search
- A friend
- Other
Fixed options, with one condition and one clean tag per option. Copy the workflow for each channel you want to segment on.
Customer tags need a customer on the order, so guest orders without an account are skipped by this action.
2. Alert the team about unhappy customers
A detractor is a customer who would not recommend you, an NPS score of 6 or lower. Reaching out quickly often turns a complaint into a fixed problem and a kept customer.
Downloading a CSV every Friday and reading through the low scores, days after the customer answered.
Your support inbox or Slack channel gets the score, every answer and a link to the order within minutes, so someone replies the same day.
The NPS score comes from the first NPS question in the survey. If you ask more than one, put the one you want to act on first.
3. Flag low ratings for customer service
Not every problem needs an email to the whole team. A tag and a note put the order in your support queue, with the reason right on it.
Support learns about the bad experience when the customer writes in angry, or asks for a refund.
A saved order view filtered on needs-follow-up lists every low rating. Remove the tag once someone has followed up.
4. Save the answers on the order
The simplest workflow is often the most useful: write the answers onto the order, so anyone who opens it in the admin sees what the customer told you.
No Form ID condition, so every survey you run, now and later, writes notes on its orders.
Scoped to the one survey whose answers support needs, such as delivery or product feedback.
Common mistakes
Forgetting the Form ID condition
A workflow that runs for every survey you ever create.
Every workflow starts with “Form ID equals” your survey.
Tagging on free-text answers
Conditions that match what customers type, which never quite matches.
Conditions on choice, NPS and rating answers, which are always the same.
Turning on the survey, but not the workflow
The Integrations toggle is on, but the workflow is still off in Flow, so nothing happens.
Turn on the workflow too. The trigger is only sent while a workflow that uses it is on.
A quick checklist
- Is “Send this survey’s responses to Shopify Flow” turned on?
- Does each workflow check the Form ID first?
- Are your conditions on fixed options, scores or ratings?
- Is the workflow turned on in Shopify Flow?
- Did you submit a test response and check the workflow’s run history?
Tags are only as clean as your answer options. Read how to write a “How did you hear about us?” question before you build your first workflow.
Written with AI, idea and final edit by Peter Coolen.