Why is my response rate low?

Last updated: January 9, 2025

Your response rate may be lower than expected for a few reasons. Confirm you have everything on this list set up properly to ensure you have the highest response rate possible.

  1. Auto-advance Turned On

    1. Auto-advance can be turned on for each question and follow up question. With this button clicked once a customer submits a response their response will automatically be captured and they’ll move on to the next question without having to click the “submit” button.

  2. Fairing App Block is on Both the Thank You and Order Status Page

    1. If you are on checkout extensions, navigate to the checkout editor page in Shopify and confirm the Fairing app block has been added to both of these pages. Without the app block added Fairing will not load. We recommend both pages to ensure you are capturing as much data as possible.

  3. Fairing Placement

    1. Confirm Fairing is at the top of the page and there are no popups blocking the survey from being seen.

  4. Optimize Response Options

    1. View our recommended setup for each question in the Question Bank. Having clear response options will lead to more customers answering your questions. We also recommend viewing your “other” data and ensuring any responses that are mentioned frequently in “other” are added as top level response options.

  5. Analyze Total Response Options

    1. Preview a recent order and confirm all response options can be seen above the fold. If your survey is too long, customers may not be able to view all response options, leading to a lower response rate.