Customer Journey Feedback Survey
This comprehensive customer journey feedback survey captures satisfaction at every critical touchpoint. Using a multi-page wizard format, respondents rate their experience through discovery, purchase, delivery, and support stages. Each stage includes star ratings, pain point identification, and improvement suggestions. The form features dynamic NPS scoring, conditional follow-up questions, and a visual summary of the complete journey experience.
Try the Form
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export function customerJourneyFeedback(form: FormTs) {
// Customer Journey Feedback Survey - Multi-page journey mapping
// Demonstrates: Pages (multi-page wizard), StarRating, MatrixQuestion, EmojiRating,
// RatingScale (NPS), dynamic labels, conditional visibility, computed values
// ============================================
// STATE - Track journey scores
// ============================================
const discoveryScore = form.state<number | null>(null);
const purchaseScore = form.state<number | null>(null);
const deliveryScore = form.state<number | null>(null);
const supportScore = form.state<number | null>(null);
// Computed average journey score
const averageScore = form.computedValue(() => {
const scores = [discoveryScore(), purchaseScore(), deliveryScore(), supportScore()].filter(s => s !== null) as number[];
if (scores.length === 0) return null;
return Math.round((scores.reduce((a, b) => a + b, 0) / scores.length) * 10) / 10;
});
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Your Journey With Us',
computedValue: () => 'Help us understand your complete experience - from discovery to support.',
customStyles: {
background: 'linear-gradient(135deg, #667eea 0%, #764ba2 100%)',
color: 'white',
padding: '28px',
borderRadius: '12px',
textAlign: 'center',
fontSize: '14px'
}
});
});
// ============================================
// MULTI-PAGE JOURNEY WIZARD
// ============================================
const pages = form.addPages('journeyPages', {
heightMode: 'current-page'
});
// ============================================
// PAGE 1: DISCOVERY STAGE
// ============================================
const discoveryPage = pages.addPage('discovery');
discoveryPage.addRow(row => {
row.addTextPanel('discoveryHeader', {
label: 'Stage 1 of 5',
computedValue: () => 'Discovery & Research',
customStyles: {
backgroundColor: '#f0f9ff',
color: '#0369a1',
padding: '16px',
borderRadius: '8px',
fontWeight: 'bold',
textAlign: 'center'
}
});
});
discoveryPage.addRow(row => {
row.addStarRating('discoveryRating', {
label: 'How was your experience finding and learning about our product/service?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true,
onValueChange: (v) => discoveryScore.set(v ?? null)
});
});
discoveryPage.addRow(row => {
row.addMatrixQuestion('discoveryMatrix', {
label: 'Rate these discovery aspects:',
rows: [
{ id: 'findability', label: 'Easy to find information', isRequired: true },
{ id: 'clarity', label: 'Clear product descriptions' },
{ id: 'comparison', label: 'Easy to compare options' },
{ id: 'trust', label: 'Trustworthy reviews/testimonials' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
fullWidth: true
});
});
discoveryPage.addRow(row => {
row.addCheckboxList('discoveryChannels', {
label: 'How did you discover us? (Select all that apply)',
options: [
{ id: 'search', name: 'Search engine' },
{ id: 'social', name: 'Social media' },
{ id: 'referral', name: 'Friend/colleague referral' },
{ id: 'ads', name: 'Online advertising' },
{ id: 'content', name: 'Blog/content' },
{ id: 'other', name: 'Other' }
],
orientation: 'vertical'
});
});
discoveryPage.addSpacer({ height: '20px' });
discoveryPage.addRow(row => {
row.addButton('nextToPage2', {
label: 'Continue to Purchase Experience',
onClick: () => pages.goToPage('purchase')
});
});
// ============================================
// PAGE 2: PURCHASE STAGE
// ============================================
const purchasePage = pages.addPage('purchase');
purchasePage.addRow(row => {
row.addTextPanel('purchaseHeader', {
label: 'Stage 2 of 5',
computedValue: () => 'Purchase Experience',
customStyles: {
backgroundColor: '#fef3c7',
color: '#92400e',
padding: '16px',
borderRadius: '8px',
fontWeight: 'bold',
textAlign: 'center'
}
});
});
purchasePage.addRow(row => {
row.addStarRating('purchaseRating', {
label: 'How smooth was the purchasing process?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true,
onValueChange: (v) => purchaseScore.set(v ?? null)
});
});
purchasePage.addRow(row => {
row.addRatingScale('purchaseEffort', {
label: 'How much effort did it take to complete your purchase?',
preset: 'ces',
showSegmentColors: true,
alignment: 'center'
});
});
purchasePage.addRow(row => {
row.addSuggestionChips('purchasePainPoints', {
label: 'Did you experience any issues? (Select all that apply)',
suggestions: [
{ id: 'none', name: 'No issues' },
{ id: 'pricing', name: 'Confusing pricing' },
{ id: 'checkout', name: 'Complex checkout' },
{ id: 'payment', name: 'Payment problems' },
{ id: 'info', name: 'Missing information' },
{ id: 'slow', name: 'Slow website' }
],
alignment: 'center'
});
});
purchasePage.addSpacer({ height: '20px' });
purchasePage.addRow(row => {
row.addButton('backToPage1', {
label: 'Back',
onClick: () => pages.goToPage('discovery')
}, '1fr');
row.addButton('nextToPage3', {
label: 'Continue to Delivery',
onClick: () => pages.goToPage('delivery')
}, '2fr');
});
// ============================================
// PAGE 3: DELIVERY STAGE
// ============================================
const deliveryPage = pages.addPage('delivery');
deliveryPage.addRow(row => {
row.addTextPanel('deliveryHeader', {
label: 'Stage 3 of 5',
computedValue: () => 'Delivery & Onboarding',
customStyles: {
backgroundColor: '#dcfce7',
color: '#166534',
padding: '16px',
borderRadius: '8px',
fontWeight: 'bold',
textAlign: 'center'
}
});
});
deliveryPage.addRow(row => {
row.addStarRating('deliveryRating', {
label: 'How was the delivery/onboarding experience?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true,
onValueChange: (v) => deliveryScore.set(v ?? null)
});
});
deliveryPage.addRow(row => {
row.addEmojiRating('deliveryMood', {
label: 'How did the delivery/setup process make you feel?',
preset: 'satisfaction',
size: 'lg',
alignment: 'center'
});
});
deliveryPage.addRow(row => {
row.addRadioButton('deliveryTimeliness', {
label: 'Was delivery/setup completed on time?',
options: [
{ id: 'early', name: 'Earlier than expected' },
{ id: 'ontime', name: 'On time' },
{ id: 'late', name: 'Slightly delayed' },
{ id: 'verylate', name: 'Significantly delayed' }
],
orientation: 'vertical'
});
});
deliveryPage.addRow(row => {
row.addTextarea('deliveryFeedback', {
label: () => {
const rating = deliveryScore();
if (rating !== null && rating <= 2) return 'What went wrong with delivery/onboarding?';
return 'Any comments about the delivery/onboarding experience?';
},
placeholder: 'Your feedback helps us improve...',
rows: 3,
isVisible: () => deliveryScore() !== null
});
});
deliveryPage.addSpacer({ height: '20px' });
deliveryPage.addRow(row => {
row.addButton('backToPage2', {
label: 'Back',
onClick: () => pages.goToPage('purchase')
}, '1fr');
row.addButton('nextToPage4', {
label: 'Continue to Support',
onClick: () => pages.goToPage('support')
}, '2fr');
});
// ============================================
// PAGE 4: SUPPORT STAGE
// ============================================
const supportPage = pages.addPage('support');
supportPage.addRow(row => {
row.addTextPanel('supportHeader', {
label: 'Stage 4 of 5',
computedValue: () => 'Support & Service',
customStyles: {
backgroundColor: '#fce7f3',
color: '#9d174d',
padding: '16px',
borderRadius: '8px',
fontWeight: 'bold',
textAlign: 'center'
}
});
});
supportPage.addRow(row => {
row.addRadioButton('supportUsed', {
label: 'Have you contacted our support team?',
options: [
{ id: 'yes', name: 'Yes, I have' },
{ id: 'no', name: 'No, not needed' },
{ id: 'notyet', name: 'Not yet, but I might' }
],
orientation: 'horizontal'
});
});
const supportRatingSection = supportPage.addSubform('supportRatingSection', {
isVisible: () => supportPage.radioButton('supportUsed')?.value() === 'yes'
});
supportRatingSection.addRow(row => {
row.addStarRating('supportRating', {
label: 'How would you rate the support you received?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true,
onValueChange: (v) => supportScore.set(v ?? null)
});
});
supportRatingSection.addRow(row => {
row.addMatrixQuestion('supportMatrix', {
label: 'Rate our support team:',
rows: [
{ id: 'response', label: 'Response time' },
{ id: 'knowledge', label: 'Knowledge/expertise' },
{ id: 'friendliness', label: 'Friendliness' },
{ id: 'resolution', label: 'Problem resolution' }
],
columns: [
{ id: 'poor', label: 'Poor' },
{ id: 'fair', label: 'Fair' },
{ id: 'good', label: 'Good' },
{ id: 'excellent', label: 'Excellent' }
],
fullWidth: true
});
});
supportPage.addSpacer({ height: '20px' });
supportPage.addRow(row => {
row.addButton('backToPage3', {
label: 'Back',
onClick: () => pages.goToPage('delivery')
}, '1fr');
row.addButton('nextToPage5', {
label: 'Continue to Summary',
onClick: () => pages.goToPage('summary')
}, '2fr');
});
// ============================================
// PAGE 5: OVERALL SUMMARY
// ============================================
const summaryPage = pages.addPage('summary');
summaryPage.addRow(row => {
row.addTextPanel('summaryHeader', {
label: 'Stage 5 of 5',
computedValue: () => 'Overall Experience',
customStyles: {
background: 'linear-gradient(135deg, #667eea 0%, #764ba2 100%)',
color: 'white',
padding: '16px',
borderRadius: '8px',
fontWeight: 'bold',
textAlign: 'center'
}
});
});
// Journey Score Summary
summaryPage.addRow(row => {
row.addTextPanel('journeyScoreSummary', {
label: 'Your Journey Scores',
computedValue: () => {
const discovery = discoveryScore();
const purchase = purchaseScore();
const delivery = deliveryScore();
const support = supportScore();
const avg = averageScore();
let summary = '';
summary += `Discovery: ${discovery !== null ? '★'.repeat(discovery) + '☆'.repeat(5 - discovery) : 'Not rated'}\n`;
summary += `Purchase: ${purchase !== null ? '★'.repeat(purchase) + '☆'.repeat(5 - purchase) : 'Not rated'}\n`;
summary += `Delivery: ${delivery !== null ? '★'.repeat(delivery) + '☆'.repeat(5 - delivery) : 'Not rated'}\n`;
summary += `Support: ${support !== null ? '★'.repeat(support) + '☆'.repeat(5 - support) : 'N/A'}\n`;
summary += `${'─'.repeat(30)}\n`;
summary += `Average Score: ${avg !== null ? avg + '/5' : 'Incomplete'}`;
return summary;
},
customStyles: () => {
const avg = averageScore();
return {
padding: '20px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px',
backgroundColor: avg !== null && avg >= 4 ? '#dcfce7' : avg !== null && avg >= 3 ? '#fef3c7' : '#fee2e2',
borderLeft: avg !== null && avg >= 4 ? '4px solid #22c55e' : avg !== null && avg >= 3 ? '4px solid #f59e0b' : '4px solid #ef4444'
};
}
});
});
summaryPage.addRow(row => {
row.addRatingScale('npsScore', {
label: 'Based on your complete journey, how likely are you to recommend us?',
preset: 'nps',
showSegmentColors: true,
showCategoryLabel: true,
showConfettiOnPromoter: true,
alignment: 'center'
});
});
summaryPage.addRow(row => {
row.addThumbRating('wouldRepeat', {
label: 'Would you go through this journey again with us?',
showLabels: true,
upLabel: 'Yes, definitely!',
downLabel: 'Probably not',
alignment: 'center',
size: 'lg'
});
});
summaryPage.addSpacer({ height: '20px' });
summaryPage.addRow(row => {
row.addTextarea('overallFeedback', {
label: () => {
const nps = summaryPage.ratingScale('npsScore')?.value();
const category = summaryPage.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return 'What made your journey exceptional?';
if (category === 'detractor') return 'What could we have done better throughout your journey?';
return 'Any additional feedback about your experience?';
},
placeholder: 'Share your thoughts...',
rows: 4,
autoExpand: true
});
});
summaryPage.addSpacer({ height: '20px' });
summaryPage.addRow(row => {
row.addButton('backToPage4', {
label: 'Back',
onClick: () => pages.goToPage('support')
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: () => {
const avg = averageScore();
if (avg !== null && avg >= 4) return 'Submit Great Journey!';
return 'Submit Feedback';
},
isVisible: () => pages.currentPageIndex() === 4
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const avg = averageScore();
if (avg !== null && avg >= 4) return 'Thank You for the Kind Words!';
if (avg !== null && avg >= 3) return 'Thank You for Your Feedback!';
return 'We Appreciate Your Honesty';
},
message: () => {
const avg = averageScore();
if (avg !== null && avg >= 4) {
return 'We\'re thrilled you had a great experience! Your feedback helps us maintain our high standards.';
}
if (avg !== null && avg >= 3) {
return 'Thank you for taking the time to share your journey. Your insights help us improve every touchpoint.';
}
return 'We\'re sorry your experience wasn\'t perfect. Your detailed feedback will help us make meaningful improvements.';
}
});
}
Frequently Asked Questions
What is customer journey mapping?
Customer journey mapping visualizes the complete experience customers have with your brand, from initial discovery through purchase, delivery, and ongoing support. This survey captures quantitative ratings and qualitative feedback at each critical touchpoint.
How many stages should my journey survey have?
Most customer journeys have 4-6 key stages: Awareness, Consideration, Purchase, Delivery, Usage, and Support. This template covers the core 4 stages but can be customized to add or remove stages based on your specific customer journey.
When should I send this survey?
Send after customers complete a full journey cycle - typically 2-4 weeks after purchase for e-commerce, or at the end of an onboarding period for SaaS. This ensures customers can evaluate all touchpoints accurately.
How do I identify journey pain points?
Look for stages with below-average ratings and analyze the open-ended responses. The survey includes specific questions about friction points at each stage, making it easy to identify and prioritize improvements.
Can I customize the journey stages?
Yes, the form is fully customizable. You can add, remove, or rename stages, modify rating criteria, and adjust follow-up questions to match your specific customer journey and industry.