Ask how the purchase felt while it is still fresh. The customers who answer well are the ones who buy again and tell other people — you just have to know which ones they are.
Most stores only ever hear from the angry ones. The rest leave quietly.
Three things the score does that a review widget does not.
Show the widget on the order confirmation or after delivery and you catch the feeling before it fades. Ask a month later and you get a shrug.
Promoters — the ones who score you 9–10 — are far likelier to buy again. Spot them early and the lifetime value follows.
They post about the order, recommend you to friends and leave the review you were going to email about. All you have to do is know who they are.
Three moments in an order where a score means something.
Show the widget straight after the purchase to measure the buying experience itself — the search, the checkout, the moment of paying.
Ask when the parcel is marked delivered. That is the score for the whole experience, and it is the one that predicts the second order.
Follow up seven days after delivery to measure the product rather than the packaging, and how likely they are to recommend you now they have used it.
Start measuring satisfaction while the box is still on the table.
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