Quick Start Guide

Get your first survey running in under 5 minutes

Here’s the fastest way to start collecting feedback and rewarding customers:

Step 1: Create a Survey

1. Go to WooCommerce → Surveys → Add New
2. Give your survey a title (customers will see this)
3. Set the points reward – how many points customers earn for completing it
4. Add your questions using the question builder
5. Choose where the survey appears (thank you page, My Account, etc.)
6. Set status to Active and publish

Step 2: Create a Reward

1. Go to WooCommerce → Rewards → Add New
2. Give the reward a name
3. Select a product from your store
4. Set the point cost (how many points to redeem)
5. Publish the reward

Step 3: Test It

Place a test order on your store. After checkout, you should see your survey on the thank you page (if that’s where you placed it). Complete the survey and check that points are awarded.

What Customers See

Your customers get three new tabs in their My Account area:

• Surveys – List of available surveys to complete
• My Points – Their point balance and transaction history
• Rewards – Available rewards they can redeem with points

Creating Surveys

Build surveys that customers actually want to complete

Survey Settings

Adding Questions

Click Add Question to add questions to your survey. For each question you can:

• Choose the question type
• Enter the question text
• Mark it as required or optional
• Drag to reorder questions

Survey Status

Surveys have two levels of visibility:

• WordPress Status – Published or Draft. Drafts aren’t visible anywhere.
• Survey Status – Active or Inactive. Inactive surveys won’t show to customers even if published.

A survey must be both Published AND Active to appear to customers.

Question Types

Four question types to cover any feedback scenario

Star Rating

5-star rating scale. Great for satisfaction questions.

Best for: “How would you rate your experience?” / “How likely are you to recommend us?”

Multiple Choice

Radio buttons where customers pick one option. You can add as many choices as you need.

Best for: “How did you hear about us?” / “What’s your primary use for this product?”

Adding an “Other” Option

Check the “Allow Other” box to add a text field for custom answers. When customers select “Other”, they can type their own response. This gets saved in the response data so you can see exactly what they wrote.

Short Text

Single-line text input for brief answers.

Best for: “What’s one thing we could improve?” / Name, email, or other short info

Long Text

Multi-line textarea for detailed feedback.

Best for: “Tell us about your experience” / “Any additional comments?”

Survey Placements

Show surveys where they’ll get the best response

Available Placements

After Checkout (Thank You Page)

Survey appears on the order confirmation page right after purchase. This is the best time to ask about the shopping experience while it’s fresh.

Per Product

Survey only appears when specific products are purchased. Useful for product-specific feedback or for surveys tied to certain categories.

My Account → Surveys

Survey appears in the customer’s account area. Good for ongoing or repeat surveys that aren’t tied to a specific order.

Email Link Only

Survey doesn’t appear automatically anywhere. Customers access it via a link you send in emails (using merge tags). Good for follow-up surveys sent days after purchase.

Slide-in Popup

A small popup slides in from the corner of the screen after a delay. Can appear on all pages, shop pages only, product pages, or cart/checkout. Non-intrusive way to collect feedback.

Shortcode

Embed the survey anywhere using a shortcode. You get the shortcode on the survey edit screen.

Placement Tips

• Thank you page gets the highest completion rates – customers are still engaged
• Email links work well for delivery feedback sent 3-7 days after shipping
• Slide-in popups work for general feedback but keep the delay reasonable (3+ seconds)

Slide-in Popup

Configure the popup survey that slides in from the corner

When you select “Slide-in Popup” as your placement, you get additional customization options:

Popup Settings

Live Preview

As you change settings, the preview updates in real-time so you can see exactly how it’ll look to customers.

How Points Work

Understanding the points and rewards system

Earning Points

Customers earn points by completing surveys. Each survey has a point value you set. Points are awarded immediately after submission (for logged-in users) or when they create an account (for guests).

Guest Surveys

Guests can complete surveys without logging in. Their submission is saved with their email (from the order) and IP address. When they create an account with the same email, any pending points are automatically awarded.

Spending Points

Customers redeem points in their My Account → Rewards area. When they have enough points for a reward, they click “Redeem” and the product is added to their cart at 100% off. Points are deducted from their balance.

Points History

Customers can view their complete points history in My Account → My Points. This shows:

• Points earned (from which survey)
• Points spent (on which reward)
• Running balance
• Expiration dates (if enabled)

Creating Rewards

Set up products customers can earn with points

Adding a Reward

1. Go to WooCommerce → Rewards → Add New
2. Enter a reward title (e.g., “Free Sample Pack”)
3. Select a product from your WooCommerce catalog
4. Set the points required to redeem
5. Choose shipping option (standard or free)
6. Publish

Reward Settings

How Redemption Works

When a customer redeems a reward:

1. Points are deducted from their balance
2. The product is added to cart at $0
3. They complete checkout normally (paying only for shipping if applicable)

Points Expiration

Configure if and when points expire

Go to WooCommerce → Survey Settings to configure expiration.

Expiration Types

Never Expire

Points last forever. Simplest option.

Expire After X Days

Each point batch expires X days after it was earned. For example, with 365 days, points earned on Jan 1 expire on Dec 31 of that year.

Yearly on Specific Date

All points expire on the same date each year (e.g., December 31). Common for annual loyalty programs.

Expiration Warnings

Set how many days before expiration to warn customers. They’ll see a notice in their account when points are about to expire.

Viewing Responses

See what customers are saying

Go to WooCommerce → Survey Responses to view all submissions.

Response List

The main view shows all responses with:

• Customer name and email
• Survey completed
• Submission date
• Order ID (if linked to an order)

Filtering Responses

Use the dropdown filters to narrow by:

• Specific survey
• Date range
• Customer

Viewing Details

Click any response to see the full submission with all questions and answers.

CSV Export

Click Export CSV to download response data. Includes all questions and answers in spreadsheet format. Great for analysis in Excel or Google Sheets.

Managing User Points

View and adjust customer point balances

Go to WooCommerce → User Points to manage customer points.

Points Summary

See all customers with a points balance and their current totals.

Manual Adjustments

Sometimes you need to manually add or remove points:

• Select the customer
• Enter points (positive to add, negative to subtract)
• Add a note explaining why
• Click Adjust Points

Manual adjustments show in the customer’s points history with your note.

Email Integration

Add survey links to your WooCommerce emails

Use merge tags to add survey links to any WooCommerce email template.

Available Merge Tags

Example: Order Complete Email

Edit your “Completed Order” email template and add something like:

Hi {customer_name},

Thanks for your order! We'd love to hear about your experience.

{survey_button}

You'll earn points toward free products just for sharing your feedback.

Current balance: {points_balance} points

Shortcodes

Embed surveys and points info anywhere

Survey Shortcode

Embed a specific survey on any page or post:

[srw_survey id="123"]

Replace 123 with your survey’s ID. You can find this on the survey edit screen.

Points Balance

Show the logged-in customer’s current point balance:

[srw_points_balance]

Frequently Asked Questions

Quick answers to common questions

Troubleshooting

Common issues and how to fix them

Survey not showing on thank you page

• Make sure the survey is both Published AND status is Active
• Check placement is set to “After Checkout”
• If using “Per Product” placement, verify the purchased product is selected
• Customer may have already completed this survey

Points not awarded

• For guests: Points are pending until they create an account
• Check the survey has a point value greater than 0
• View User Points to verify the balance

Slide-in popup not appearing

• Survey must be Published and Active
• Check the page type matches your “Show On Pages” setting
• Popup only shows once per session – try a private/incognito window
• Check browser console for JavaScript errors

404 error on survey pages

• Go to Settings → Permalinks and click Save (even without changes)
• This flushes the rewrite rules

Still stuck?

Contact us at support@oiopublisher.com with:

• WordPress and WooCommerce versions
• Survey Rewards version
• Description of the issue
• Screenshots if applicable