Auto Service Feedback Form
Vehicle service experiences significantly impact customer loyalty and referrals. This comprehensive feedback form captures the complete service journey: from scheduling and check-in, through the repair process, to pick-up and follow-through. Measure repair quality, pricing fairness, communication, facility cleanliness, and overall satisfaction. Use it to improve service operations, train advisors, and build lasting customer relationships.
Try the Form
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export function automotiveServiceSurvey(form: FormTs) {
// Auto Service Feedback Form
// Demonstrates: MatrixQuestion, StarRating x5, ThumbRating, RadioButton, Slider, EmojiRating, CheckboxList
// Advanced: Conditional visibility, Dynamic labels, Value/pricing analysis, Multi-page wizard
// ============================================
// MULTI-PAGE WIZARD STRUCTURE
// ============================================
const pages = form.addPages('servicePages', { heightMode: 'tallest-page' });
// ============================================
// PAGE 1: Service Overview
// ============================================
const page1 = pages.addPage('overview');
page1.addRow(row => {
row.addTextPanel('header', {
label: 'Auto Service Feedback',
computedValue: () => 'Thank you for choosing us. Your feedback helps us serve you better.',
customStyles: {
backgroundColor: '#1e3a5f',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
const serviceTypeSection = page1.addSubform('serviceType', {
title: 'Service Details'
});
serviceTypeSection.addRow(row => {
row.addRadioButton('serviceType', {
label: 'What type of service did you receive?',
options: [
{ id: 'maintenance', name: 'Routine maintenance (oil change, filters, etc.)' },
{ id: 'repair', name: 'Repair work' },
{ id: 'diagnostic', name: 'Diagnostic/inspection' },
{ id: 'recall', name: 'Recall service' },
{ id: 'warranty', name: 'Warranty repair' },
{ id: 'tires', name: 'Tires/wheels' },
{ id: 'bodywork', name: 'Body/collision work' },
{ id: 'multiple', name: 'Multiple services' }
],
orientation: 'vertical'
});
});
serviceTypeSection.addSpacer({ height: '16px' });
serviceTypeSection.addRow(row => {
row.addRadioButton('appointmentType', {
label: 'How did you schedule your service?',
options: [
{ id: 'online', name: 'Online booking' },
{ id: 'phone', name: 'Phone call' },
{ id: 'walkin', name: 'Walk-in' },
{ id: 'other', name: 'Other' }
],
orientation: 'horizontal'
});
});
// ============================================
// PAGE 2: Service Quality
// ============================================
const page2 = pages.addPage('quality');
page2.addRow(row => {
row.addTextPanel('qualityHeader', {
label: 'Service Quality',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const qualitySection = page2.addSubform('qualitySection', {
title: 'Repair/Service Quality'
});
qualitySection.addRow(row => {
row.addThumbRating('problemResolved', {
label: 'Was the issue fully resolved / service completed properly?',
showLabels: true,
upLabel: 'Yes, completely',
downLabel: 'No, issues remain',
size: 'lg',
alignment: 'center'
});
});
qualitySection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: 'What issues remain unresolved?',
placeholder: 'Please describe what is still not working...',
rows: 3,
autoExpand: true,
isVisible: () => qualitySection.thumbRating('problemResolved')?.value() === 'down',
isRequired: () => qualitySection.thumbRating('problemResolved')?.value() === 'down'
});
});
qualitySection.addSpacer({ height: '16px' });
qualitySection.addRow(row => {
row.addStarRating('workQuality', {
label: 'Quality of Work',
tooltip: 'How well was the service/repair performed?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addStarRating('completeness', {
label: 'Completeness',
tooltip: 'Was everything requested addressed?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
});
qualitySection.addRow(row => {
row.addRadioButton('vehicleCondition', {
label: 'How was your vehicle returned?',
options: [
{ id: 'spotless', name: 'Spotless - better than I left it' },
{ id: 'clean', name: 'Clean - as expected' },
{ id: 'same', name: 'Same condition as I left it' },
{ id: 'dirty', name: 'Dirty - grease marks or mess' }
],
orientation: 'vertical'
});
});
// ============================================
// PAGE 3: Staff & Communication
// ============================================
const page3 = pages.addPage('staff');
page3.addRow(row => {
row.addTextPanel('staffHeader', {
label: 'Staff & Communication',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const staffSection = page3.addSubform('staffSection', {
title: 'Service Advisor Performance'
});
staffSection.addRow(row => {
row.addStarRating('advisorKnowledge', {
label: 'Knowledge & Expertise',
tooltip: 'Understanding of your vehicle and issues',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addStarRating('advisorHonesty', {
label: 'Honesty & Transparency',
tooltip: 'Straightforward about what was needed',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
});
staffSection.addRow(row => {
row.addStarRating('advisorCommunication', {
label: 'Communication',
tooltip: 'Kept you informed about progress',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addStarRating('advisorCourtesy', {
label: 'Courtesy & Respect',
tooltip: 'Professional and respectful treatment',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
});
staffSection.addSpacer({ height: '16px' });
staffSection.addRow(row => {
row.addMatrixQuestion('communicationMatrix', {
label: 'How well did we communicate about:',
rows: [
{ id: 'diagnosis', label: 'The diagnosis/issue found' },
{ id: 'workNeeded', label: 'Work that needed to be done' },
{ id: 'timeline', label: 'Expected completion time' },
{ id: 'costs', label: 'Costs before proceeding' },
{ id: 'completion', label: 'When vehicle was ready' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
selectionMode: 'single',
striped: true,
fullWidth: true
});
});
// ============================================
// PAGE 4: Pricing & Value
// ============================================
const page4 = pages.addPage('pricing');
page4.addRow(row => {
row.addTextPanel('pricingHeader', {
label: 'Pricing & Value',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const pricingSection = page4.addSubform('pricingSection', {
title: 'Price Transparency'
});
pricingSection.addRow(row => {
row.addRadioButton('priceVsEstimate', {
label: 'How did the final price compare to the estimate?',
options: [
{ id: 'lower', name: 'Lower than estimated' },
{ id: 'same', name: 'Same as estimated' },
{ id: 'slightly-higher', name: 'Slightly higher (explained)' },
{ id: 'higher', name: 'Higher than estimated (surprised)' },
{ id: 'no-estimate', name: 'No estimate was given' }
],
orientation: 'vertical'
});
});
pricingSection.addSpacer({ height: '16px' });
pricingSection.addRow(row => {
row.addSlider('valueForMoney', {
label: 'Rate the value for money (1 = Poor value, 10 = Excellent value)',
min: 1,
max: 10,
step: 1,
showValue: true,
defaultValue: 5
});
});
pricingSection.addRow(row => {
row.addTextPanel('valueIndicator', {
computedValue: () => {
const value = pricingSection.slider('valueForMoney')?.value();
if (value == null) return '';
if (value <= 3) return 'You feel the price was too high for the service received';
if (value <= 5) return 'You feel the price was about fair';
if (value <= 7) return 'You feel you received good value';
return 'You feel you received excellent value!';
},
customStyles: () => {
const value = pricingSection.slider('valueForMoney')?.value();
const baseStyles = { fontSize: '13px', textAlign: 'center', padding: '8px' };
if (value != null && value <= 3) return { ...baseStyles, color: '#dc2626' };
if (value != null && value >= 8) return { ...baseStyles, color: '#059669' };
return { ...baseStyles, color: '#64748b' };
}
});
});
pricingSection.addSpacer({ height: '16px' });
pricingSection.addRow(row => {
row.addRadioButton('additionalRecommendations', {
label: 'Were additional services recommended?',
options: [
{ id: 'no', name: 'No additional recommendations' },
{ id: 'yes-helpful', name: 'Yes, and they were helpful/legitimate' },
{ id: 'yes-pushy', name: 'Yes, but felt pressured' },
{ id: 'yes-unnecessary', name: 'Yes, seemed unnecessary' }
],
orientation: 'vertical'
});
});
// ============================================
// PAGE 5: Facility & Convenience
// ============================================
const page5 = pages.addPage('facility');
page5.addRow(row => {
row.addTextPanel('facilityHeader', {
label: 'Facility & Convenience',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const facilitySection = page5.addSubform('facilitySection', {
title: 'Facility Experience'
});
facilitySection.addRow(row => {
row.addRadioButton('waitedOnSite', {
label: 'Did you wait on-site for your service?',
options: [
{ id: 'yes', name: 'Yes' },
{ id: 'no', name: 'No, left and returned' }
],
orientation: 'horizontal'
});
});
// Waiting area ratings - only if waited
const waitingSection = facilitySection.addSubform('waitingArea', {
isVisible: () => facilitySection.radioButton('waitedOnSite')?.value() === 'yes',
customStyles: { backgroundColor: '#f8fafc', padding: '16px', borderRadius: '8px', marginTop: '16px' }
});
waitingSection.addRow(row => {
row.addStarRating('waitingComfort', {
label: 'Waiting Area Comfort',
tooltip: 'Seating, space, amenities',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
row.addStarRating('waitingCleanliness', {
label: 'Cleanliness',
tooltip: 'Overall cleanliness of facility',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'left'
}, '1fr');
});
waitingSection.addRow(row => {
row.addCheckboxList('waitingAmenities', {
label: 'Which amenities did you use/appreciate?',
options: [
{ id: 'wifi', name: 'WiFi' },
{ id: 'coffee', name: 'Coffee/beverages' },
{ id: 'tv', name: 'TV' },
{ id: 'magazines', name: 'Magazines/reading' },
{ id: 'workspace', name: 'Work area' },
{ id: 'chargers', name: 'Phone chargers' },
{ id: 'none', name: 'Did not use any' }
],
orientation: 'vertical'
});
});
facilitySection.addSpacer({ height: '16px' });
facilitySection.addRow(row => {
row.addRadioButton('timingAccuracy', {
label: 'Was your vehicle ready when promised?',
options: [
{ id: 'early', name: 'Yes, even earlier' },
{ id: 'ontime', name: 'Yes, on time' },
{ id: 'late-small', name: 'Slightly late (within 30 min)' },
{ id: 'late', name: 'Significantly late' },
{ id: 'no-time', name: 'No time was given' }
],
orientation: 'vertical'
});
});
// ============================================
// PAGE 6: Overall & Recommendations
// ============================================
const page6 = pages.addPage('overall');
page6.addRow(row => {
row.addTextPanel('overallHeader', {
label: 'Overall Experience',
customStyles: {
backgroundColor: '#f1f5f9',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
fontWeight: 'bold'
}
});
});
const overallSection = page6.addSubform('overallSection', {
title: 'Your Overall Rating'
});
overallSection.addRow(row => {
row.addEmojiRating('overallExperience', {
label: 'How was your overall service experience?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
overallSection.addSpacer({ height: '16px' });
overallSection.addRow(row => {
row.addRatingScale('recommendShop', {
preset: 'nps',
label: 'How likely are you to recommend us to friends and family?',
showCategoryLabel: true,
showSegmentColors: true,
showConfettiOnPromoter: true,
size: 'sm',
alignment: 'center'
});
});
overallSection.addSpacer({ height: '16px' });
overallSection.addRow(row => {
row.addRadioButton('willReturn', {
label: 'Will you return for future service?',
options: [
{ id: 'definitely', name: 'Definitely' },
{ id: 'probably', name: 'Probably' },
{ id: 'unsure', name: 'Unsure' },
{ id: 'unlikely', name: 'Unlikely' },
{ id: 'never', name: 'Will not return' }
],
orientation: 'vertical'
});
});
// Comments section
const commentsSection = page6.addSubform('commentsSection', {
title: 'Additional Comments'
});
commentsSection.addRow(row => {
row.addTextarea('additionalComments', {
label: () => {
const nps = overallSection.ratingScale('recommendShop')?.value();
if (nps != null && nps <= 6) {
return "We're sorry your experience wasn't great. What could we have done better?";
}
if (nps != null && nps >= 9) {
return "We're glad you had a great experience! Anything else you'd like to share?";
}
return 'Any additional comments or suggestions?';
},
placeholder: 'Share your thoughts...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SUMMARY SECTION
// ============================================
const summarySection = page6.addSubform('summarySection', {
title: 'Feedback Summary',
isVisible: () => overallSection.emojiRating('overallExperience')?.value() != null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const serviceType = serviceTypeSection.radioButton('serviceType')?.value();
const problemResolved = qualitySection.thumbRating('problemResolved')?.value();
const workQuality = qualitySection.starRating('workQuality')?.value();
const completeness = qualitySection.starRating('completeness')?.value();
const advisorKnowledge = staffSection.starRating('advisorKnowledge')?.value();
const advisorHonesty = staffSection.starRating('advisorHonesty')?.value();
const advisorCommunication = staffSection.starRating('advisorCommunication')?.value();
const advisorCourtesy = staffSection.starRating('advisorCourtesy')?.value();
const valueForMoney = pricingSection.slider('valueForMoney')?.value();
const priceVsEstimate = pricingSection.radioButton('priceVsEstimate')?.value();
const experience = overallSection.emojiRating('overallExperience')?.value();
const nps = overallSection.ratingScale('recommendShop')?.value();
const willReturn = overallSection.radioButton('willReturn')?.value();
if (!experience) return '';
let emoji = '🚗';
if (experience === 'excellent' || experience === 'good') emoji = '✅';
else if (experience === 'bad' || experience === 'very-bad') emoji = '⚠️';
let summary = `${emoji} Auto Service Feedback\n`;
summary += `${'═'.repeat(28)}\n\n`;
const serviceLabels: Record<string, string> = {
'maintenance': 'Maintenance',
'repair': 'Repair',
'diagnostic': 'Diagnostic',
'recall': 'Recall',
'warranty': 'Warranty',
'tires': 'Tires',
'bodywork': 'Body Work',
'multiple': 'Multiple Services'
};
if (serviceType) summary += `🔧 Service: ${serviceLabels[serviceType] || serviceType}\n`;
summary += `📋 Resolved: ${problemResolved === 'up' ? 'Yes' : problemResolved === 'down' ? 'No' : '-'}\n`;
// Quality scores
if (workQuality || completeness) {
const qualityScores = [workQuality, completeness].filter(s => s != null);
const avgQuality = (qualityScores.reduce((a, b) => a + (b ?? 0), 0) / qualityScores.length).toFixed(1);
summary += `\n⭐ Work Quality: ${avgQuality}/5`;
}
// Staff scores
const staffScores = [advisorKnowledge, advisorHonesty, advisorCommunication, advisorCourtesy].filter(s => s != null);
if (staffScores.length > 0) {
const avgStaff = (staffScores.reduce((a, b) => a + (b ?? 0), 0) / staffScores.length).toFixed(1);
summary += `\n👤 Advisor: ${avgStaff}/5`;
}
// Pricing
if (valueForMoney != null) {
summary += `\n💰 Value: ${valueForMoney}/10`;
}
if (priceVsEstimate) {
const priceLabels: Record<string, string> = {
'lower': 'Lower',
'same': 'As Estimated',
'slightly-higher': 'Slightly Higher',
'higher': 'Higher (Surprised)',
'no-estimate': 'No Estimate'
};
summary += `\n📊 vs Estimate: ${priceLabels[priceVsEstimate] || priceVsEstimate}`;
}
// Overall
const expLabels: Record<string, string> = {
'very-bad': 'Very Poor',
'bad': 'Poor',
'neutral': 'Average',
'good': 'Good',
'excellent': 'Excellent'
};
summary += `\n\n✨ Overall: ${expLabels[experience] || experience}`;
if (nps != null) {
summary += `\n📣 NPS: ${nps}/10`;
}
const returnLabels: Record<string, string> = {
'definitely': 'Definitely',
'probably': 'Probably',
'unsure': 'Unsure',
'unlikely': 'Unlikely',
'never': 'Will Not Return'
};
if (willReturn) {
summary += `\n🔄 Return: ${returnLabels[willReturn] || willReturn}`;
}
return summary;
},
customStyles: () => {
const experience = overallSection.emojiRating('overallExperience')?.value();
const baseStyles = {
padding: '20px',
borderRadius: '10px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '13px',
lineHeight: '1.6'
};
if (experience === 'excellent' || experience === 'good') {
return { ...baseStyles, backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' };
} else if (experience === 'bad' || experience === 'very-bad') {
return { ...baseStyles, backgroundColor: '#fef2f2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Service Feedback'
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const nps = overallSection.ratingScale('recommendShop')?.value();
if (nps != null && nps >= 9) {
return 'Thank You for Your Kind Feedback!';
}
if (nps != null && nps <= 6) {
return 'We Appreciate Your Honest Feedback';
}
return 'Thank You for Your Feedback!';
},
message: () => {
const nps = overallSection.ratingScale('recommendShop')?.value();
if (nps != null && nps <= 6) {
return 'We take your feedback seriously. Our service manager will reach out within 24 hours to address your concerns and make things right.';
}
return 'Your feedback helps us improve our service. We look forward to serving you again and keeping your vehicle running smoothly.';
}
});
}
Frequently Asked Questions
When should I send auto service feedback requests?
Send within 24-48 hours of service completion when the experience is fresh. For complex repairs, consider a follow-up at 7 days to confirm the repair held. Dealerships often tie this to CSI survey timing requirements.
What service quality metrics matter most?
Key metrics include: repair done right the first time, accurate time estimates, transparent pricing (no surprises), clear explanations of work performed, and vehicle returned clean. Track these separately as they require different interventions.
How do I measure service advisor effectiveness?
Focus on communication quality: Did they explain repairs clearly? Were they honest about what was needed vs. recommended? Did they keep you informed during the service? Did they walk you through the invoice?
Should I ask about pricing satisfaction?
Yes, but frame it around value and transparency rather than just cost. Ask if the price matched the estimate, if the value was fair for work performed, and if the advisor explained costs before proceeding.
How do I handle negative feedback about repairs?
Create immediate alerts for low quality ratings or unresolved issues. Have the service manager call within 24 hours, offer to re-inspect the vehicle, and document the resolution. Track warranty work and comebacks separately.
What facility aspects should I measure?
Key areas include: waiting room comfort, cleanliness, amenities (WiFi, refreshments), shuttle/loaner availability, and parking. For dealerships, showroom and restroom cleanliness also matter for CSI scores.