# Tag Shopify Customers with Negative Survey Responses

5 min setup  
No coding required  
Runs automatically

Stay proactive in addressing customer concerns by tagging customers who leave a negative survey response. This MESA workflow template automatically applies a tag to any customer with a survey score below 5, allowing you to follow up, address issues, and identify recurring patterns. Improve customer satisfaction and retention by keeping track of less satisfied customers.

## How it works

4 steps to tag customers who give you low satisfaction scores

### Survey Response Created

App connector: [Delighted](/content/apps/delighted/integrate "View Delighted integration page"/index.html)• Time to complete: 2 minutes

**Why this matters:** This trigger watches for new survey responses from Delighted and kicks off the entire workflow whenever someone submits feedback.

### Filter: Score Below 5

App connector: [Filter](/content/apps/filter/integrate "View Filter  integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

**Why this matters:** This step prevents happy customers from getting tagged by only allowing responses with scores below 5 to continue through the workflow.

### Retrieve Customer by Email

App connector: [Shopify](/content/apps/shopify/integrate "View Shopify integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

**Why this matters:** This step finds the corresponding Shopify customer record using the email address from the survey response, enabling you to tag the right person in your store.

### Add Tag to Customer

App connector: [Shopify](/content/apps/shopify/integrate "View Shopify integration page"/index.html)• Time to complete: 0 minutes (Auto-configured)

**Why this matters:** This final action applies the "Unhappy Survey" tag to the customer's Shopify profile, making it easy to identify and follow up with dissatisfied customers.

## Frequently asked questions

### What happens if the same customer submits multiple low-score surveys?

The workflow will attempt to add the "Unhappy Survey" tag each time, but since Shopify doesn't create duplicate tags, the customer will only have one instance of the tag. However, you might want to add a date-specific tag like "Unhappy Survey Dec 2024" to track recurring issues.

### Can I use different score thresholds for different types of surveys?

Currently, this workflow uses a fixed threshold of 5, but you can modify the filter step to use different score limits. If you run multiple survey types in Delighted, you may want to create separate workflows with different thresholds for each survey campaign.

### What if a customer's email in Delighted doesn't match their Shopify email exactly?

The workflow will fail to find the customer and won't apply any tags. Make sure your Delighted surveys are sent to the same email addresses customers use for their Shopify accounts, or consider adding a secondary search step that looks for similar email patterns.

## Make this template your own!

Customize this workflow even further:

- Extend the follow-up process  
- Create satisfaction score segments  
- Connect to team notifications  
- Build comprehensive reporting