A useful survey starts with a decision you need to make, not a list of questions. This guide follows a realistic example, a D2C home-décor brand in Jaipur that wants to know why some customers do not reorder, and shows how to build and run the survey in Mailpro.
Step 1: Define the decision
Write down what you will do differently depending on the answers. For the Jaipur brand: “If delivery is the main issue, we change courier partners; if price is the issue, we test a loyalty discount.” Every question should help with that decision.
Step 2: Choose a template
In Mailpro, open the surveys section and pick a starting point. Templates exist for customer satisfaction, market research and employee satisfaction. Adapt the wording to your brand.
Step 3: Write clear, neutral questions
- Ask one thing per question: not “Was delivery fast and the packaging good?”
- Avoid leading wording: “How was your experience?” rather than “How much did you love our products?”
- Use rating scales for comparisons and multiple choice for reasons.
- Add one open question at the end: “What would make you order again?”
- Keep it to what someone can finish in a few minutes on a phone.
Step 4: Add language versions
If your customers include Hindi speakers or you sell strongly in one region, create a version in that language. Have a native speaker review it; literal translation can change the meaning of rating labels.
Step 5: Explain how answers are used
At the start, say in one or two lines why you are asking, how long it takes and whether answers are anonymous. If you collect names or email addresses, the Digital Personal Data Protection Act 2023 applies, so only collect what you need and explain its purpose.
Step 6: Share it
Send the survey by email to customers who ordered once but not again, or share the link in WhatsApp, on social media or as a QR code in delivery boxes. Schedule the email for a quiet time; avoid the peak festival days.
Step 7: Read the results and act
Watch responses arrive in survey statistics. Compare groups, such as metro versus smaller-city customers, and look for the reason that appears most often. Share a short summary with your team, then tell respondents what you changed. A follow-up email saying “You told us delivery was slow, so we changed partners” builds loyalty and makes the next survey more likely to be answered.
How many responses do you need?
For a quick customer check, even a few dozen thoughtful answers can reveal the main problems. For decisions that split results by city, language or customer type, you need enough responses in each group to compare, so send to a larger share of your list or keep the survey open longer.
Tips for Indian respondents
- A small thank-you, such as a discount code, can lift response rates; deliver it by email after completion.
- Check that ₹ amounts and scripts display correctly on Android phones.
- For surveys of school students, address parents and get their consent.
To see everything the survey tool can do, return to online surveys in India.