What is it?
Customised Surveys lets you embed customer feedback surveys directly into your tracking page or tracking widget. Shoppers see the survey while checking their order status — the moment they're most engaged with the delivery experience.
Key benefits
Feedback at the right moment — capture customer sentiment while shoppers are actively tracking their order
Fully customizable per retailer — each merchant gets their own unique set of questions tailored to their specific goals
Flexible question formats — choose from Likert scale (1-5), Yes/No, or open text questions
A/B testing — test different survey designs to find what works best, with configurable traffic splits
Multi-language support — surveys are automatically translated with AI-powered validation, supporting the same locales as your tracking product
Run multiple surveys in parallel — test different questions or designs simultaneously
How it works
You define your survey goals and questions with your Ingrid team
Ingrid configures the survey on your tracking page (or tracking widget)
Shoppers see the survey at the bottom of the tracking page while checking their order
Responses are collected and shared with you as a data export or pre-analyzed report
Surveys are optional for shoppers — they can skip the survey and continue checking their order status without any interruption.
Question formats
Format | Description | Example |
Likert scale | Numbered scale (1-5) with labeled endpoints | "Was it easy to understand your order status?" (1 = Not easy at all, 5 = Super easy) |
Yes/No | Simple binary choice | "Did you find everything you needed right away?" |
Open text | Free-form text input | "What could we improve about your tracking experience?" |
What you can learn
Delivery clarity — do shoppers understand their order status and estimated delivery date?
Information findability — can shoppers quickly find what they need on the tracking page?
Feature feedback — how do shoppers feel about specific delivery features like Click & Collect or delivery add-ons?
Design validation — which version of your tracking page performs better with real users?
Delivery satisfaction — how satisfied are shoppers with their overall delivery experience?
A/B testing
Run the same survey on two different versions of your tracking page to compare results side by side. A/B testing uses configurable traffic percentage splits, so you control how much traffic sees each version.
Use this to:
Compare a current design against a proposed redesign
Test different messaging or layout changes
Measure the impact of new features on customer satisfaction
Where surveys appear
Touchpoint | Status | Requirement |
Tracking page | Available | Privacy policy must include data collection consent |
Tracking widget | Available | Privacy policy must include data collection consent |
What you need to get started
Define your survey questions — what do you want to learn from shoppers?
Update your privacy policy — include consent for collecting survey data on the tracking page/widget
Contact your Ingrid team — they will configure the survey and activate it on your site
How you receive results
Survey results can be shared with you in two ways:
Raw data export — Excel file with all responses for your own analysis
Pre-analyzed report — prepared by the Ingrid Data Team with key insights and trends
FAQ
Q: Can I set up surveys myself?
A: Surveys are currently configured by the Ingrid team. Share your questions and goals, and we'll handle the setup.
Q: How many questions can I include?
A: There is no hard limit. We recommend fewer than 10 questions to keep the experience quick and non-intrusive for shoppers.
Q: Will the survey slow down my tracking page?
A: No. Surveys with fewer than 10 questions have no noticeable impact on page performance.
Q: What languages are supported?
A: The same locales supported by your tracking product. Surveys are automatically translated with AI-powered validation.
Q: Do shoppers have to complete the survey?
A: No. The survey is completely optional. Shoppers can ignore it and continue checking their order.
Q: Can I run multiple surveys at the same time?
A: Yes. You can run multiple surveys in parallel, and use A/B testing to compare different designs.
Q: How long is survey data stored?
A: Up to 7 years.
Getting started
Contact your Ingrid implementation team to set up your first survey. All you need is your survey questions and an updated privacy policy.