Complaint Resolution Feedback
When customers complain, how you resolve the issue can turn detractors into loyal advocates. This complaint resolution feedback form measures satisfaction with the resolution process, perceived fairness of the outcome, staff handling quality, and whether trust has been restored. Use this data to improve your complaint handling processes and track service recovery effectiveness over time.
Try the Form
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export function complaintResolutionSurvey(form: FormTs) {
// Complaint Resolution Feedback - Post-issue satisfaction survey
// Demonstrates: EmojiRating, StarRating, ThumbRating, RatingScale (CES), MatrixQuestion, RadioButton
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Complaint Resolution Feedback',
computedValue: () => 'We recently resolved an issue for you. Please share your experience with us.',
customStyles: {
backgroundColor: '#0891b2',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Overall Resolution Feeling
// ============================================
const overallSection = form.addSubform('overall', {
title: 'How Do You Feel?'
});
overallSection.addRow(row => {
row.addEmojiRating('overallFeeling', {
label: 'How do you feel about how we handled your complaint?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center',
isRequired: true
});
});
// Dynamic message based on feeling
overallSection.addRow(row => {
row.addTextPanel('feelingMessage', {
isVisible: () => overallSection.emojiRating('overallFeeling')?.value() !== null,
computedValue: () => {
const feeling = overallSection.emojiRating('overallFeeling')?.value();
if (feeling === 'excellent' || feeling === 'good') return 'We\'re glad we could help resolve your issue!';
if (feeling === 'neutral') return 'We\'d love to know how we could have done better.';
return 'We\'re sorry we didn\'t meet your expectations. Please tell us more.';
},
customStyles: () => {
const feeling = overallSection.emojiRating('overallFeeling')?.value();
const baseStyles = { padding: '12px', borderRadius: '8px', textAlign: 'center', marginTop: '8px' };
if (feeling === 'excellent' || feeling === 'good') return { ...baseStyles, backgroundColor: '#ecfdf5', color: '#047857' };
if (feeling === 'neutral') return { ...baseStyles, backgroundColor: '#fffbeb', color: '#b45309' };
return { ...baseStyles, backgroundColor: '#fef2f2', color: '#b91c1c' };
}
});
});
// ============================================
// SECTION 2: Resolution Details
// ============================================
const resolutionSection = form.addSubform('resolution', {
title: 'About the Resolution',
isVisible: () => overallSection.emojiRating('overallFeeling')?.value() !== null
});
resolutionSection.addRow(row => {
row.addRadioButton('resolutionType', {
label: 'What type of resolution did you receive?',
options: [
{ id: 'refund', name: 'Refund' },
{ id: 'replacement', name: 'Replacement' },
{ id: 'repair', name: 'Repair / Fix' },
{ id: 'credit', name: 'Store credit / Discount' },
{ id: 'explanation', name: 'Explanation / Apology' },
{ id: 'other', name: 'Other solution' }
],
orientation: 'vertical'
});
});
resolutionSection.addSpacer();
// Fairness perception
resolutionSection.addRow(row => {
row.addThumbRating('fairnessRating', {
label: 'Was the resolution fair and appropriate for your issue?',
showLabels: true,
upLabel: 'Fair',
downLabel: 'Unfair',
size: 'lg',
alignment: 'center'
});
});
// Effort score
resolutionSection.addRow(row => {
row.addRatingScale('effortScore', {
label: 'How easy was it to get your issue resolved?',
preset: 'ces',
showSegmentColors: false,
alignment: 'center'
});
});
// ============================================
// SECTION 3: Staff Handling (Positive Path)
// ============================================
const staffSection = form.addSubform('staff', {
title: 'Staff Handling',
isVisible: () => {
const feeling = overallSection.emojiRating('overallFeeling')?.value();
return feeling !== null;
}
});
staffSection.addRow(row => {
row.addMatrixQuestion('staffAttributes', {
label: 'Please rate the staff who handled your complaint:',
rows: [
{ id: 'responsiveness', label: 'Responsiveness', isRequired: true },
{ id: 'empathy', label: 'Empathy & Understanding', isRequired: true },
{ id: 'knowledge', label: 'Knowledge & Competence', isRequired: true },
{ id: 'communication', label: 'Communication clarity', isRequired: true },
{ id: 'ownership', label: 'Taking ownership' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
// ============================================
// SECTION 4: Timeline
// ============================================
const timelineSection = form.addSubform('timeline', {
title: 'Resolution Timeline',
isVisible: () => overallSection.emojiRating('overallFeeling')?.value() !== null
});
timelineSection.addRow(row => {
row.addRadioButton('resolutionSpeed', {
label: 'How long did it take to resolve your issue?',
options: [
{ id: 'immediate', name: 'Immediately (same contact)' },
{ id: 'sameDay', name: 'Same day' },
{ id: 'nextDay', name: 'Next day' },
{ id: 'fewDays', name: '2-3 days' },
{ id: 'week', name: 'About a week' },
{ id: 'longer', name: 'More than a week' }
],
orientation: 'vertical'
});
});
timelineSection.addRow(row => {
row.addStarRating('speedSatisfaction', {
label: 'How satisfied are you with the resolution speed?',
maxStars: 5,
size: 'md',
alignment: 'center'
});
});
// ============================================
// SECTION 5: Trust Restoration
// ============================================
const trustSection = form.addSubform('trust', {
title: 'Trust & Future Relationship',
isVisible: () => overallSection.emojiRating('overallFeeling')?.value() !== null
});
trustSection.addRow(row => {
row.addRatingScale('trustRestored', {
label: 'Has your trust in us been restored after this experience?',
preset: 'likert-5',
lowLabel: 'Not at all',
highLabel: 'Completely',
alignment: 'center'
});
});
trustSection.addRow(row => {
row.addRadioButton('futureIntent', {
label: 'How likely are you to continue doing business with us?',
options: [
{ id: 'definitely', name: 'Definitely will continue' },
{ id: 'probably', name: 'Probably will continue' },
{ id: 'unsure', name: 'Not sure' },
{ id: 'probablyNot', name: 'Probably will not continue' },
{ id: 'definitelyNot', name: 'Definitely will not continue' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 6: Improvement Suggestions (Negative Path)
// ============================================
const improvementSection = form.addSubform('improvement', {
title: 'How Could We Have Done Better?',
isVisible: () => {
const feeling = overallSection.emojiRating('overallFeeling')?.value();
return feeling === 'very-bad' || feeling === 'bad' || feeling === 'neutral';
},
customStyles: { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' }
});
improvementSection.addRow(row => {
row.addSuggestionChips('issueAreas', {
label: 'What went wrong? (Select all that apply)',
suggestions: [
{ id: 'slow', name: 'Too slow to resolve' },
{ id: 'unfair', name: 'Unfair resolution' },
{ id: 'rude', name: 'Staff was rude/unhelpful' },
{ id: 'communication', name: 'Poor communication' },
{ id: 'passed', name: 'Passed around too much' },
{ id: 'incomplete', name: 'Issue not fully resolved' },
{ id: 'effort', name: 'Required too much effort' },
{ id: 'promised', name: 'Promises not kept' }
],
alignment: 'left'
});
});
improvementSection.addSpacer();
improvementSection.addRow(row => {
row.addTextarea('improvementSuggestion', {
label: 'What would have made this experience better?',
placeholder: 'Please share specific suggestions for improvement...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 7: Additional Feedback
// ============================================
const feedbackSection = form.addSubform('feedback', {
title: 'Additional Comments',
isVisible: () => overallSection.emojiRating('overallFeeling')?.value() !== null
});
feedbackSection.addRow(row => {
row.addTextarea('additionalComments', {
label: 'Is there anything else you\'d like to share about your experience?',
placeholder: 'Any additional feedback is appreciated...',
rows: 3,
autoExpand: true
});
});
feedbackSection.addRow(row => {
row.addCheckbox('contactPermission', {
label: 'You may contact me for follow-up regarding this feedback'
});
});
feedbackSection.addRow(row => {
row.addEmail('contactEmail', {
label: 'Email address',
placeholder: 'your@email.com',
isVisible: () => feedbackSection.checkbox('contactPermission')?.value() === true,
isRequired: () => feedbackSection.checkbox('contactPermission')?.value() === true
});
});
// ============================================
// SECTION 8: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => overallSection.emojiRating('overallFeeling')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const feeling = overallSection.emojiRating('overallFeeling')?.value();
const fairness = resolutionSection.thumbRating('fairnessRating')?.value();
const effort = resolutionSection.ratingScale('effortScore')?.value();
const trust = trustSection.ratingScale('trustRestored')?.value();
const futureIntent = trustSection.radioButton('futureIntent')?.value();
const issues = improvementSection.suggestionChips('issueAreas')?.value() || [];
if (!feeling) return '';
const feelingLabels: Record<string, string> = {
'very-bad': '😢 Very Dissatisfied',
'bad': '😕 Dissatisfied',
'neutral': '😐 Neutral',
'good': '🙂 Satisfied',
'excellent': '😃 Very Satisfied'
};
let emoji = '📋';
if (feeling === 'excellent' || feeling === 'good') emoji = '✅';
else if (feeling === 'neutral') emoji = '⚠️';
else emoji = '❌';
let summary = `${emoji} Resolution Feedback Summary\n`;
summary += `${'═'.repeat(32)}\n\n`;
summary += `Overall Feeling: ${feelingLabels[feeling] || feeling}\n`;
if (fairness) {
summary += `Fairness: ${fairness === 'up' ? '👍 Fair' : '👎 Unfair'}\n`;
}
if (effort) {
const effortLabel = effort >= 5 ? 'Easy' : effort >= 3 ? 'Moderate' : 'Difficult';
summary += `Effort Score: ${effort}/7 (${effortLabel})\n`;
}
if (trust) {
const trustLabel = trust >= 4 ? 'Restored' : trust >= 3 ? 'Partially' : 'Not restored';
summary += `Trust: ${trustLabel}\n`;
}
if (futureIntent) {
const intentLabels: Record<string, string> = {
'definitely': 'Will definitely continue',
'probably': 'Will probably continue',
'unsure': 'Unsure',
'probablyNot': 'Probably won\'t continue',
'definitelyNot': 'Won\'t continue'
};
summary += `Future Intent: ${intentLabels[futureIntent] || futureIntent}\n`;
}
if (issues.length > 0) {
summary += `\n⚠️ Issues identified: ${issues.length}`;
}
return summary;
},
customStyles: () => {
const feeling = overallSection.emojiRating('overallFeeling')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (feeling === 'excellent' || feeling === 'good') {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
} else if (feeling === 'neutral') {
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
} else {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => overallSection.emojiRating('overallFeeling')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback',
message: 'Your input helps us improve our complaint handling process. We take every piece of feedback seriously and use it to serve you better in the future.'
});
}
Frequently Asked Questions
When should I send this survey?
Send this survey 24-48 hours after resolving a customer complaint. This gives them time to evaluate the resolution while the experience is still fresh. Avoid sending immediately after resolution as emotions may still be high.
What is service recovery paradox?
The service recovery paradox suggests that customers who experience a problem that gets resolved excellently can become more loyal than customers who never had a problem. This survey helps you measure whether your resolutions are achieving this paradox.
How do I measure fairness perception?
This template includes specific questions about outcome fairness (was the resolution appropriate?), process fairness (was it handled properly?), and interpersonal fairness (were you treated with respect?). These three dimensions of fairness strongly predict customer satisfaction.
What should I do with negative feedback?
Negative feedback after complaint resolution indicates a failed service recovery - this customer is at high risk of churn. Consider immediate follow-up with escalation to a senior team member. Each failed recovery is an opportunity to learn and improve your processes.
How can I improve trust restoration rates?
Focus on empowering frontline staff to resolve issues quickly, being generous with compensation when appropriate, keeping customers informed throughout the process, and following up after resolution to ensure satisfaction.