This document summarizes different companies' use of after-sales surveys communicated on receipts. It notes that most companies incentivize completing online surveys. The surveys collect details about the sales process, store experience, and offer additional marketing. Nike is the only one that includes a free-text field for comments. It also suggests combining multiple survey questions onto one page. Key learnings include using receipts for additional marketing and incentivizing offline surveys. The document discusses opportunities for improving both online and in-store experiences and receipts.

1. After sales survey
US receipts
Monday, 31st October 2011

2. Overview
• The US encourages customer feedback across all
retail experiences, whether online or instore.
• Most brands incentivise people to go online &
complete the survey.
• All surveys collect details about the sales process & store,
then about the experience.
• Not many offer free-text fields for additional
comments.
• Retailers are using the receipts for additional
activities, like encouraging people to like the brand on
facebook.
• They are used as an extra marketing channel.
2

3. Banana Republic
After sale survey – communicated on the receipt
3

4. 4

5. 5

6. m ation
I nfor t the
abou sale
in store
6

7. e
chas
Pur iour
v
beha ion
t
& ac
7

8. ng
Sh oppi s &
n
essio tions
impr enda
m
r ecom
8

9. Fu ture
arch
rese
9

10. ntive
Ince ption
m
rede
10

11. l
tiona
Addi r –
offe
L
E MAI
SIG N-UP
11

12. i s the s
GAP roces
p
same nana
a
as B blic
Repu
12

13. Nike Town
After sale survey – communicated on the receipt
13

14. 14

15. l
e y wil o
Surv ins t
m
ta ke 7 e with
t
co mple y off
a
a $5 p
15

16. 16

17. 17

18. 18

19. 19

20. d
S houl his
t
bine ith
com on w
i
quest r page
an othe
20

21. 21

22. d
S houl his
t
bine ith
com on w
i
quest r page
an othe
22

23. d
S houl his
t
bine ith
com on w
i
quest r page
an othe
23

24. 24

25. 25

26. 26

27. 27

28. 28

29. 29

30. 30

31. 31

32. Key learnings
• Nike is the only one that has a free text field that
allows for open ended comments.
• There are a lot of pages with single questions, this
was quite frustrating as a process – why not
combine them?
• Nike asks you to sign up for newsletters on
completion of the survey.
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33. What else?
Other uses for receipts & outdoor payment
33

34. Retail receipts – LIKE US
w ants
GAP o like
t
you
the m on
face book
34

35. Square Up – Payment on the go
Up is a
Sq uare se an
to u for
way Pad
/i
iPod ents on
paym run
35
the

36. Square Up – Payment on the go
ts are
R eceip with
em ailed
GPS s to
d inate
coor payee
36 the

37. Key learnings
37

38. What can we learn from instore experience?
• Buying offline requires an incentive to drive people
to answer an experience survey
• How can we encourage retailers to take part?
• The receipt, whether for online or instore
purchases can be used to display marketing
messages.
• Do we want to think about updating what is on the pdf
receipt?
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39. Thank you
withcollective.com
facebook.com/withcollective
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