Touchpoint CSAT Survey
Understanding satisfaction at each touchpoint reveals where your customer experience excels and where it breaks down. This multi-page survey guides customers through rating key journey stages: awareness, consideration, purchase, delivery, and support. Each touchpoint gets a dedicated rating with contextual follow-up questions. Use the resulting journey map to prioritize improvements where they matter most.
Try the Form
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
193
194
195
196
197
198
199
200
201
202
203
204
205
206
207
208
209
210
211
212
213
214
215
216
217
218
219
220
221
222
223
224
225
226
227
228
229
230
231
232
233
234
235
236
237
238
239
240
241
242
243
244
245
246
247
248
249
250
251
252
253
254
255
256
257
258
259
260
261
262
263
264
265
266
267
268
269
270
271
272
273
274
275
276
277
278
279
280
281
282
283
284
285
286
287
288
289
290
291
292
293
294
295
296
297
298
299
300
301
302
303
304
305
306
307
308
309
310
311
312
313
314
315
316
317
318
319
320
321
322
323
324
325
326
327
328
329
330
331
332
333
334
335
336
337
338
339
340
341
342
343
344
345
346
347
348
349
350
351
352
353
354
355
356
357
358
359
360
361
362
363
364
365
366
367
368
369
370
371
372
373
374
375
376
377
378
379
380
381
382
383
384
385
386
387
388
389
390
391
392
393
394
395
396
397
398
399
400
401
402
403
404
405
406
407
408
409
410
411
412
413
414
415
416
417
418
419
420
421
422
423
424
425
426
427
428
429
430
431
432
433
434
435
436
437
438
439
440
441
442
443
444
445
446
447
448
449
450
451
452
453
454
455
456
457
458
459
460
461
462
463
464
465
466
467
468
469
470
471
472
473
474
475
476
477
478
479
480
481
482
483
484
485
486
487
488
489
490
491
492
493
494
495
496
export function csatTouchpointForm(form: FormTs) {
// Touchpoint CSAT Survey - Multi-page customer journey satisfaction
// Demonstrates: Pages (multi-page wizard), StarRating per touchpoint, EmojiRating, RatingScale, dynamic labels, conditional visibility
// Track scores for summary
const scores = form.state<Record<string, number | null>>({
discovery: null,
consideration: null,
purchase: null,
delivery: null,
support: null
});
// ============================================
// HEADER (always visible)
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Your Journey With Us',
computedValue: () => 'Rate your experience at each step of your journey.',
customStyles: {
backgroundColor: '#14b8a6',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// MULTI-PAGE JOURNEY
// ============================================
const pages = form.addPages('journeyPages', {
heightMode: 'current-page'
});
// --- PAGE 1: Discovery ---
const discoveryPage = pages.addPage('discovery');
discoveryPage.addRow(row => {
row.addTextPanel('discoveryTitle', {
label: 'Step 1 of 5: Discovery',
computedValue: () => 'How did you first learn about us?',
customStyles: {
backgroundColor: '#f0fdfa',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
borderLeft: '4px solid #14b8a6'
}
});
});
discoveryPage.addRow(row => {
row.addDropdown('discoveryChannel', {
label: 'How did you discover us?',
options: [
{ id: 'search', name: 'Search engine (Google, Bing)' },
{ id: 'social', name: 'Social media' },
{ id: 'referral', name: 'Friend or colleague referral' },
{ id: 'ad', name: 'Online advertisement' },
{ id: 'review', name: 'Review site' },
{ id: 'other', name: 'Other' }
],
placeholder: 'Select channel',
isRequired: true
});
});
discoveryPage.addRow(row => {
row.addStarRating('discoveryRating', {
label: 'How easy was it to find the information you needed?',
maxStars: 5,
size: 'lg',
alignment: 'center',
onValueChange: (value) => {
scores.update(s => ({ ...s, discovery: value ?? null }));
}
});
});
discoveryPage.addRow(row => {
row.addTextarea('discoveryFeedback', {
label: 'Any comments about finding us?',
placeholder: 'Optional: Share your discovery experience...',
rows: 2,
isVisible: () => {
const rating = discoveryPage.starRating('discoveryRating')?.value();
return rating !== null && rating !== undefined;
}
});
});
discoveryPage.addRow(row => {
row.addButton('nextToConsideration', {
label: 'Next: Consideration Phase →',
onClick: () => pages.goToPage('consideration'),
isVisible: () => discoveryPage.starRating('discoveryRating')?.value() !== null
});
});
// --- PAGE 2: Consideration ---
const considerationPage = pages.addPage('consideration');
considerationPage.addRow(row => {
row.addTextPanel('considerationTitle', {
label: 'Step 2 of 5: Consideration',
computedValue: () => 'Evaluating your options',
customStyles: {
backgroundColor: '#f0fdfa',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
borderLeft: '4px solid #14b8a6'
}
});
});
considerationPage.addRow(row => {
row.addStarRating('websiteRating', {
label: 'How helpful was our website in your research?',
maxStars: 5,
size: 'lg',
alignment: 'center'
}, '1fr');
row.addStarRating('infoQuality', {
label: 'Quality of product/service information',
maxStars: 5,
size: 'lg',
alignment: 'center'
}, '1fr');
});
considerationPage.addRow(row => {
row.addEmojiRating('considerationEase', {
label: 'How easy was it to compare options and make a decision?',
preset: 'effort',
size: 'lg',
alignment: 'center',
onValueChange: (value) => {
const ratingMap: Record<string, number> = {
'very-hard': 1, 'hard': 2, 'neutral': 3, 'easy': 4, 'very-easy': 5
};
scores.update(s => ({ ...s, consideration: value ? (ratingMap[value] ?? null) : null }));
}
});
});
considerationPage.addRow(row => {
row.addButton('backToDiscovery', {
label: '← Back',
onClick: () => pages.goToPage('discovery')
}, 'auto');
row.addEmpty('1fr');
row.addButton('nextToPurchase', {
label: 'Next: Purchase →',
onClick: () => pages.goToPage('purchase'),
isVisible: () => considerationPage.emojiRating('considerationEase')?.value() !== null
}, 'auto');
});
// --- PAGE 3: Purchase ---
const purchasePage = pages.addPage('purchase');
purchasePage.addRow(row => {
row.addTextPanel('purchaseTitle', {
label: 'Step 3 of 5: Purchase',
computedValue: () => 'Your buying experience',
customStyles: {
backgroundColor: '#f0fdfa',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
borderLeft: '4px solid #14b8a6'
}
});
});
purchasePage.addRow(row => {
row.addRatingScale('checkoutEase', {
label: 'How easy was the checkout process?',
preset: 'ces',
lowLabel: 'Very difficult',
highLabel: 'Very easy',
alignment: 'center',
isRequired: true,
onValueChange: (value) => {
scores.update(s => ({ ...s, purchase: value ?? null }));
}
});
});
purchasePage.addRow(row => {
row.addStarRating('paymentOptions', {
label: 'Satisfaction with payment options',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
row.addStarRating('pricingClarity', {
label: 'Clarity of pricing (no hidden fees)',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
});
purchasePage.addRow(row => {
row.addCheckboxList('purchaseIssues', {
label: 'Did you experience any issues during purchase?',
options: [
{ id: 'none', name: 'No issues' },
{ id: 'slow', name: 'Slow loading pages' },
{ id: 'error', name: 'Error messages' },
{ id: 'payment', name: 'Payment problems' },
{ id: 'coupon', name: 'Coupon/discount issues' },
{ id: 'confusing', name: 'Confusing navigation' }
],
orientation: 'horizontal'
});
});
purchasePage.addRow(row => {
row.addButton('backToConsideration', {
label: '← Back',
onClick: () => pages.goToPage('consideration')
}, 'auto');
row.addEmpty('1fr');
row.addButton('nextToDelivery', {
label: 'Next: Delivery →',
onClick: () => pages.goToPage('delivery'),
isVisible: () => purchasePage.ratingScale('checkoutEase')?.value() !== null
}, 'auto');
});
// --- PAGE 4: Delivery ---
const deliveryPage = pages.addPage('delivery');
deliveryPage.addRow(row => {
row.addTextPanel('deliveryTitle', {
label: 'Step 4 of 5: Delivery',
computedValue: () => 'Receiving your order',
customStyles: {
backgroundColor: '#f0fdfa',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
borderLeft: '4px solid #14b8a6'
}
});
});
deliveryPage.addRow(row => {
row.addRadioButton('receivedOrder', {
label: 'Have you received your order?',
options: [
{ id: 'yes', name: 'Yes, received' },
{ id: 'partial', name: 'Partially received' },
{ id: 'no', name: 'Not yet / N/A' }
],
orientation: 'horizontal',
isRequired: true
});
});
const deliveryRatingSection = deliveryPage.addSubform('deliveryRatings', {
isVisible: () => {
const received = deliveryPage.radioButton('receivedOrder')?.value();
return received === 'yes' || received === 'partial';
}
});
deliveryRatingSection.addRow(row => {
row.addStarRating('deliverySpeed', {
label: 'Delivery speed',
maxStars: 5,
size: 'lg',
alignment: 'center',
onValueChange: (value) => {
scores.update(s => ({ ...s, delivery: value ?? null }));
}
}, '1fr');
row.addStarRating('packageCondition', {
label: 'Package condition',
maxStars: 5,
size: 'lg',
alignment: 'center'
}, '1fr');
});
deliveryRatingSection.addRow(row => {
row.addStarRating('productMatch', {
label: 'Product matched description',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
deliveryPage.addRow(row => {
row.addButton('backToPurchase', {
label: '← Back',
onClick: () => pages.goToPage('purchase')
}, 'auto');
row.addEmpty('1fr');
row.addButton('nextToSupport', {
label: 'Next: Support →',
onClick: () => pages.goToPage('support')
}, 'auto');
});
// --- PAGE 5: Support & Summary ---
const supportPage = pages.addPage('support');
supportPage.addRow(row => {
row.addTextPanel('supportTitle', {
label: 'Step 5 of 5: Support & Overall',
computedValue: () => 'Your support experience and final thoughts',
customStyles: {
backgroundColor: '#f0fdfa',
padding: '16px',
borderRadius: '8px',
textAlign: 'center',
borderLeft: '4px solid #14b8a6'
}
});
});
supportPage.addRow(row => {
row.addRadioButton('contactedSupport', {
label: 'Did you contact customer support?',
options: [
{ id: 'yes', name: 'Yes' },
{ id: 'no', name: 'No, not needed' }
],
orientation: 'horizontal'
});
});
const supportRatingSection = supportPage.addSubform('supportRatings', {
isVisible: () => supportPage.radioButton('contactedSupport')?.value() === 'yes'
});
supportRatingSection.addRow(row => {
row.addStarRating('supportQuality', {
label: 'Quality of support received',
maxStars: 5,
size: 'lg',
alignment: 'center',
onValueChange: (value) => {
scores.update(s => ({ ...s, support: value ?? null }));
}
}, '1fr');
row.addStarRating('supportSpeed', {
label: 'Speed of resolution',
maxStars: 5,
size: 'lg',
alignment: 'center'
}, '1fr');
});
// Overall NPS
const overallSection = supportPage.addSubform('overallRating', {
title: 'Overall Experience',
customStyles: () => {
const category = overallSection.ratingScale('overallNps')?.npsCategory();
if (category === 'promoter') return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
if (category === 'passive') return { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' };
if (category === 'detractor') return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
return { padding: '16px', borderRadius: '8px' };
}
});
overallSection.addRow(row => {
row.addRatingScale('overallNps', {
label: 'Overall, how likely are you to recommend us?',
preset: 'nps',
showSegmentColors: true,
showCategoryLabel: true,
showConfettiOnPromoter: true,
isRequired: true
});
});
// Journey Summary
const summarySection = supportPage.addSubform('journeySummary', {
title: 'Your Journey Summary',
isVisible: () => overallSection.ratingScale('overallNps')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const s = scores();
const overall = overallSection.ratingScale('overallNps')?.value();
const category = overallSection.ratingScale('overallNps')?.npsCategory();
if (!overall) return '';
const touchpoints: Array<{name: string; score: number | null}> = [
{ name: 'Discovery', score: s['discovery'] ?? null },
{ name: 'Consideration', score: s['consideration'] ?? null },
{ name: 'Purchase', score: s['purchase'] ?? null },
{ name: 'Delivery', score: s['delivery'] ?? null },
{ name: 'Support', score: s['support'] ?? null }
];
let summary = `Journey Satisfaction Summary\n`;
summary += `${'═'.repeat(30)}\n\n`;
for (const tp of touchpoints) {
if (tp.score !== null && tp.score !== undefined) {
const score = tp.score;
const bar = '█'.repeat(score) + '░'.repeat(5 - score);
summary += `${tp.name.padEnd(14)} ${bar} ${score}/5\n`;
}
}
summary += `\n${'─'.repeat(30)}\n`;
summary += `Overall NPS: ${overall}/10`;
if (category) {
const emoji = category === 'promoter' ? ' ✓' : category === 'passive' ? ' ~' : ' ✗';
summary += emoji;
}
// Find lowest scoring touchpoint
const validScores = touchpoints.filter((tp): tp is {name: string; score: number} => tp.score !== null);
if (validScores.length > 0) {
const lowest = validScores.reduce((min, tp) =>
tp.score < min.score ? tp : min
);
if (lowest.score <= 3) {
summary += `\n\nFocus area: ${lowest.name}`;
}
}
return summary;
},
customStyles: {
padding: '16px',
borderRadius: '8px',
backgroundColor: '#f1f5f9',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
}
});
});
summarySection.addSpacer();
summarySection.addRow(row => {
row.addTextarea('finalComments', {
label: 'Any final thoughts on your journey with us?',
placeholder: 'Share what went well or what could be improved...',
rows: 3,
autoExpand: true
});
});
supportPage.addRow(row => {
row.addButton('backToDelivery', {
label: '← Back',
onClick: () => pages.goToPage('delivery')
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Journey Feedback',
isVisible: () => {
return pages.currentPageIndex() === 4 &&
overallSection.ratingScale('overallNps')?.value() !== null;
}
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank you for mapping your journey!',
message: 'Your touchpoint-by-touchpoint feedback helps us improve every step of the customer experience. We appreciate your time and insights.'
});
}
Frequently Asked Questions
What is a touchpoint CSAT survey?
A touchpoint CSAT survey measures satisfaction at each point of interaction in the customer journey, rather than just overall satisfaction. This reveals which specific moments are delighting or frustrating customers.
How many touchpoints should I include?
Include 4-7 key touchpoints that represent the major stages of your customer journey. Too many touchpoints lead to survey fatigue; too few miss important insights. Focus on moments that matter most to customers.
When should I send touchpoint surveys?
Send after customers have completed the full journey you're measuring. For purchase journeys, wait until delivery is confirmed. For support journeys, wait until the issue is resolved. Fresh memory yields better insights.
How do I visualize touchpoint survey results?
Create a journey satisfaction map showing average ratings per touchpoint. Plot on a timeline to see where satisfaction drops. Color-code by rating level (green/yellow/red) to quickly spot problem areas.
Should each touchpoint have the same rating scale?
Yes, use consistent scales across touchpoints (like 1-5 stars or satisfaction emojis) to enable comparison. The relative scores between touchpoints are as valuable as the absolute scores themselves.