# Post-Purchase Follow-Up Page: https://alidemirbas.com.tr/en/lab/journeys/post-purchase-follow-up Purchase completed → thank you → rating → support for a low rating → review invitation ## Purpose Follow up after purchase, check satisfaction and invite eligible customers to leave a public review on one rule that does not depend on their rating. A low rating is routed to support. Goal: Progression & Milestone · Category: Feedback & Communication ## Steps - **Trigger**: Purchase completed - **Action**: Email: Thank you and first-use information - **Wait**: Wait 3 days - **Action**: Email: Ask the customer to rate the product - **Wait**: Wait for a rating within the response window - The response window is set per business; the journey moves on as soon as the user acts. - **Decision**: Was the rating low? - The review invitation follows one rule for every eligible customer and does not depend on the rating. A low rating adds a support offer. No new rating request is sent. - Yes: Email: Offer help and a way to reach support - No rating or other rating: Email: Invite a public review (any rating) - **Action**: Email: Offer help and a way to reach support - **Action**: Email: Invite a public review (any rating) - The same invitation goes to every eligible customer, whatever the rating. - **Exit**: Support offered - The review invitation follows the usual rule once the issue is resolved. - **Exit**: Review invited ## Guardrails - Do not make the review invitation depend on the rating. - Do not send follow-up before the purchase is complete. ## Core rule Invite reviews on a rule that does not depend on the rating. A low rating is a signal to help, not a reason to skip or to push the invitation. ## When to set it up Purchases that complete while ratings and reviews barely arrive, and low satisfaction that only surfaces later as a public review or a support request, are the case for this journey. It needs purchase completion and the related delivery or use moment tracked as events, a rating response tied to its purchase, a defined low-rating threshold and a known email subscription status. If public reviews mostly complain about delivery or damage, the problem is fulfillment, not follow-up; fix that first, because this flow measures satisfaction rather than creating it. ## How to set it up - **Trigger and entry**: Entry happens on a completed purchase; no follow-up goes out for an incomplete order, and the rating is requested only once the related delivery or use moment has passed. Hold back a random share of eligible purchases as a control group that receives none of these emails; the rest form the journey group. - **Who must not enter**: This flow opens on every completed purchase; do not confuse it with First-to-Second Purchase, which opens only after the first one. An order with a reported problem passes to Post-Purchase Issue Resolution and this flow ends there. Each purchase opens one flow, with no second invitation. - **Timing and channels**: A thank-you and first-use email goes out immediately, a rating email 3 days later; then the response window runs, and the flow moves on as soon as the customer rates. A low rating gets a help and support email, every other case the rating-independent review invitation; match the wait to the product's experience time. - **Exit and handoff**: Support offered and review invited are the journey's only two exits; nothing is handed to another journey. No new rating request is sent when the response window closes, and a customer offered support gets the review invitation under the usual rule once the issue is resolved. - **Frequency and consent**: Each purchase gets at most three emails, all to customers with an email subscription. The review invitation does not depend on the rating: the same invitation goes to every eligible customer, and no reward is offered for posting, changing or removing a review. ## How to measure success **Incremental published review rate vs control**: Rating responses and clicks to the review destination are intermediate steps; the journey's value is how many more verified reviews the invited group leaves than the control group. Among all purchases assigned at entry to the journey group and the control group, the share with a review reliably verified as published within the same follow-up window from assignment. If you cannot verify publication, limit the outcome to visits to the review destination and say so; email delivery or open status does not change the denominator. Also track: - **Rating response rate**: Customers who rate within the response window after the rating email, as a share of all entries; the intermediate step before a review. Treat silence as neither satisfied nor dissatisfied. - **Low ratings and support contact**: How often ratings come in low and, after the support email, how many of those customers actually reach support; this branch exists to help, not to collect reviews. - **Invitation share by rating band**: Confirm that the invitation reaches low, high and unrated customers at the same rate; a missing band means the rule has been tied to the rating. - **Unsubscribes**: Track email unsubscribes and complaints after each of the three emails; if the rating or invitation email costs subscribers, revisit timing and frequency. ## What to watch when reading the result - When the journey group publishes no more reviews than the control group, the invitation may have reached customers who would have reviewed anyway; high opens or rating responses do not make up for it. A high review rate from an invitation sent only to happy customers is not a win either, it is a rule violation. - Change the email order, the 3-day wait or the response window, and the measurement starts over. The outcome of a purchase with a reported problem belongs to Post-Purchase Issue Resolution; credit reviews only to purchases this flow actually invited, and check for overlap with Feedback Request reaching the same customer in the same period. - Published reviews are a rare outcome. Enter the current review rate and the smallest gap you want to detect into the [sample size calculator](https://alidemirbas.com.tr/en/calculators/sample-size-calculator) to see how many purchases each arm needs; do not call the journey a winner or a loser before reaching that count and the end of the follow-up window. ## Frequently Asked Questions ### Should post-purchase feedback be requested before delivery? Do not ask for a product evaluation before it can be experienced. Thanks and instructions may follow purchase, while satisfaction requests need delivery and enough usage context. This example's three-day wait does not guarantee that every product has been experienced. ### Is it acceptable to request Google reviews only from satisfied customers? Google Maps prohibits selectively soliciting positive reviews and incentivizing reviews. Apply a neutral invitation rule to eligible experiences, independent of their earlier score. Low scores can still trigger support. Do not offer rewards for posting, changing or removing a review. ### What should happen if no post-purchase rating arrives? This flow ends without another rating request after its response window. Silence is neither positive nor negative satisfaction. Track rating responses and visits to the review destination separately. Count an actual published review only where it can be verified reliably.