The Post-Purchase Fit Survey (Two Questions That Pay for Themselves)
You hear from customers who return. You almost never hear from the ones who kept the item but found it slightly tight — and they're the majority. A two-question survey closes that gap.
Quick answers
- Why survey customers who kept the item?
- They're the silent majority — and they still have fit data
- How long should it be?
- Two questions. Longer kills response rate
- When do I send it?
- A few days after delivery
- What do I do with it?
- Correct the size chart for that product
The Survey (Keep It This Short)
| Question | Answer options |
|---|---|
| How did it fit? | Too small / True / Too big |
| Would you order the same size again? | Yes / No |
Notes
Returns data is biased — it only hears from the failures. Your returns are a sample of customers whose fit was bad enough to act on. The much larger group who kept a slightly-too-tight shirt never tells you anything, and their data is exactly what would let you tune the chart before the next customer returns one.
Two questions, no more. Every additional question cuts your response rate. "How did it fit?" and "Would you order the same size again?" is enough to identify a product that runs small. Resist the urge to bolt on an NPS score.
Send it after delivery, not after dispatch. Timing matters: send it a few days after the item arrives, when they've actually worn it. A survey triggered on dispatch arrives before they can possibly answer it.
Act on it, product by product. If a product's survey responses skew 'too small,' correct the chart and add a fit note. That's the loop. A survey you collect and never read is just a slightly more annoying email.
FAQs
Why survey customers who didn't return anything?
Because your returns data only hears from failures severe enough to act on. The much larger group who kept a slightly tight garment never tells you — and their feedback is exactly what lets you correct the size chart before the next customer returns one.
What should a post-purchase fit survey ask?
Two questions: 'How did it fit?' (too small / true to size / too big) and 'Would you order the same size again?'. Every extra question cuts your response rate, and these two are enough to identify a product that runs small.
When should I send a fit survey?
A few days after delivery, once the customer has actually worn the item. Triggering it on dispatch means it arrives before they can possibly answer it.
Need this on your store?
Tailor Size Guide ships pre-built size charts for Shopify.