Delivery Experience Survey
Optimize your last-mile delivery experience with this comprehensive feedback form. Capture customer ratings on delivery timeliness, driver professionalism, package condition upon arrival, and communication quality. The form includes conditional logic for handling issues like damaged packages or missed deliveries, allowing you to identify systemic problems and individual driver performance. Perfect for e-commerce businesses, delivery services, and logistics companies looking to improve customer satisfaction and reduce delivery-related complaints.
Try the Form
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export function deliveryFeedbackSurvey(form: FormTs) {
// Delivery Experience Survey
// Demonstrates: StarRating, EmojiRating, ThumbRating, RatingScale, MatrixQuestion, Slider, conditional sections
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'How Was Your Delivery?',
computedValue: () => 'Your feedback helps us improve our delivery service.',
customStyles: {
backgroundColor: '#0284c7',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Order Information
// ============================================
const orderSection = form.addSubform('orderSection', {
title: 'Order Details'
});
orderSection.addRow(row => {
row.addTextbox('orderNumber', {
label: 'Order Number (optional)',
placeholder: 'e.g., ORD-12345'
}, '1fr');
row.addDatepicker('deliveryDate', {
label: 'Delivery Date',
maxDate: () => new Date().toISOString(),
isRequired: true
}, '200px');
});
orderSection.addRow(row => {
row.addDropdown('deliveryType', {
label: 'Delivery Type',
options: [
{ id: 'standard', name: 'Standard Delivery' },
{ id: 'express', name: 'Express/Next-Day' },
{ id: 'same-day', name: 'Same-Day Delivery' },
{ id: 'scheduled', name: 'Scheduled Time Slot' },
{ id: 'pickup', name: 'Pickup Point/Locker' }
],
placeholder: 'Select delivery type...'
}, '1fr');
row.addDropdown('carrier', {
label: 'Delivery Carrier',
options: [
{ id: 'in-house', name: 'Our Delivery Team' },
{ id: 'fedex', name: 'FedEx' },
{ id: 'ups', name: 'UPS' },
{ id: 'dhl', name: 'DHL' },
{ id: 'usps', name: 'USPS' },
{ id: 'other', name: 'Other Carrier' }
],
placeholder: 'Select carrier...'
}, '1fr');
});
// ============================================
// SECTION 2: Overall Rating
// ============================================
const overallSection = form.addSubform('overallSection', {
title: 'Overall Experience'
});
overallSection.addRow(row => {
row.addStarRating('overallRating', {
label: 'How would you rate your delivery experience?',
maxStars: 5,
size: 'xl',
alignment: 'center',
showConfettiOnMax: true
});
});
overallSection.addRow(row => {
row.addTextPanel('ratingMessage', {
isVisible: () => overallSection.starRating('overallRating')?.value() !== null,
computedValue: () => {
const rating = overallSection.starRating('overallRating')?.value();
if (rating === null || rating === undefined) return '';
if (rating === 5) return 'Excellent! We are thrilled you had a great experience!';
if (rating === 4) return 'Great! Thank you for the positive feedback.';
if (rating === 3) return 'Thanks! Let us know how we can improve.';
return 'We are sorry to hear that. Please tell us what went wrong.';
},
customStyles: () => {
const rating = overallSection.starRating('overallRating')?.value();
const base = { padding: '12px', borderRadius: '6px', textAlign: 'center', fontStyle: 'italic' };
if (rating === null || rating === undefined) return base;
if (rating >= 4) return { ...base, backgroundColor: '#dbeafe', color: '#1e40af' };
if (rating === 3) return { ...base, backgroundColor: '#fef3c7', color: '#92400e' };
return { ...base, backgroundColor: '#fee2e2', color: '#991b1b' };
}
});
});
// ============================================
// SECTION 3: Delivery Timing
// ============================================
const timingSection = form.addSubform('timingSection', {
title: 'Delivery Timing',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
timingSection.addRow(row => {
row.addRadioButton('onTime', {
label: 'Was your order delivered on time?',
options: [
{ id: 'early', name: 'Early' },
{ id: 'on-time', name: 'On Time' },
{ id: 'slightly-late', name: 'Slightly Late' },
{ id: 'very-late', name: 'Very Late' }
],
orientation: 'horizontal'
});
});
// Late delivery follow-up
timingSection.addRow(row => {
row.addSlider('hoursLate', {
label: 'How many hours late was the delivery?',
min: 1,
max: 72,
step: 1,
defaultValue: 2,
showValue: true,
unit: 'hrs',
isVisible: () => {
const timing = timingSection.radioButton('onTime')?.value();
return timing === 'slightly-late' || timing === 'very-late';
}
});
});
timingSection.addRow(row => {
row.addEmojiRating('communicationRating', {
label: 'How was the communication about your delivery?',
preset: 'satisfaction',
size: 'md',
showLabels: true,
alignment: 'center'
});
});
// ============================================
// SECTION 4: Driver/Courier Evaluation
// ============================================
const driverSection = form.addSubform('driverSection', {
title: 'Delivery Driver',
isVisible: () => {
const deliveryType = orderSection.dropdown('deliveryType')?.value();
const rating = overallSection.starRating('overallRating')?.value();
return rating !== null && deliveryType !== 'pickup';
}
});
driverSection.addRow(row => {
row.addThumbRating('metDriver', {
label: 'Did you interact with the delivery driver?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
alignment: 'left'
});
});
const driverEvalSection = form.addSubform('driverEvalSection', {
title: 'Rate Your Driver',
isVisible: () => driverSection.thumbRating('metDriver')?.value() === 'up',
customStyles: { backgroundColor: '#f0f9ff', padding: '16px', borderRadius: '8px' }
});
driverEvalSection.addRow(row => {
row.addMatrixQuestion('driverMatrix', {
label: 'Please rate the driver on the following:',
rows: [
{ id: 'courtesy', label: 'Courtesy and friendliness' },
{ id: 'professionalism', label: 'Professionalism' },
{ id: 'communication', label: 'Communication' },
{ id: 'handling', label: 'Package handling care' },
{ id: 'instructions', label: 'Following delivery instructions' }
],
columns: [
{ id: '1', label: 'Poor' },
{ id: '2', label: 'Fair' },
{ id: '3', label: 'Good' },
{ id: '4', label: 'Very Good' },
{ id: '5', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
driverEvalSection.addSpacer({ height: '16px' });
driverEvalSection.addRow(row => {
row.addStarRating('driverOverall', {
label: 'Overall driver rating',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
// ============================================
// SECTION 5: Package Condition
// ============================================
const packageSection = form.addSubform('packageSection', {
title: 'Package Condition',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
packageSection.addRow(row => {
row.addRadioButton('packageCondition', {
label: 'How was the condition of your package when it arrived?',
options: [
{ id: 'perfect', name: 'Perfect condition' },
{ id: 'minor-damage', name: 'Minor box damage, contents fine' },
{ id: 'damaged', name: 'Package and/or contents damaged' },
{ id: 'opened', name: 'Package appeared opened' }
],
orientation: 'vertical',
isRequired: true
});
});
// Damage details
const damageSection = form.addSubform('damageSection', {
title: 'Damage Details',
isVisible: () => {
const condition = packageSection.radioButton('packageCondition')?.value();
return condition === 'damaged' || condition === 'opened';
},
customStyles: { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' }
});
damageSection.addRow(row => {
row.addCheckboxList('damageType', {
label: 'What type of damage occurred?',
options: [
{ id: 'crushed', name: 'Box crushed or dented' },
{ id: 'wet', name: 'Water damage' },
{ id: 'torn', name: 'Box torn or ripped' },
{ id: 'item-broken', name: 'Item inside broken' },
{ id: 'item-missing', name: 'Item missing from package' },
{ id: 'wrong-item', name: 'Wrong item received' }
],
orientation: 'vertical'
});
});
damageSection.addRow(row => {
row.addTextarea('damageDetails', {
label: 'Please describe the damage',
placeholder: 'Provide details about the damage...',
rows: 2,
isRequired: true
});
});
damageSection.addRow(row => {
row.addRadioButton('damageResolution', {
label: 'What would you like us to do?',
options: [
{ id: 'replacement', name: 'Send replacement' },
{ id: 'refund', name: 'Issue refund' },
{ id: 'contact', name: 'Contact me to discuss' },
{ id: 'nothing', name: 'No action needed' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 6: Delivery Location
// ============================================
const locationSection = form.addSubform('locationSection', {
title: 'Delivery Location',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
locationSection.addRow(row => {
row.addRadioButton('deliveryLocation', {
label: 'Where was the package left?',
options: [
{ id: 'hand', name: 'Handed to me/someone' },
{ id: 'door', name: 'Front door' },
{ id: 'mailbox', name: 'Mailbox' },
{ id: 'locker', name: 'Package locker' },
{ id: 'neighbor', name: 'With neighbor' },
{ id: 'other', name: 'Other location' }
],
orientation: 'horizontal'
});
});
locationSection.addRow(row => {
row.addThumbRating('photoProvided', {
label: 'Did you receive a delivery photo confirmation?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
alignment: 'left'
}, '1fr');
row.addThumbRating('safeLocation', {
label: 'Was it left in a safe/secure location?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
alignment: 'left'
}, '1fr');
});
// ============================================
// SECTION 7: Recommendation
// ============================================
const recommendSection = form.addSubform('recommendSection', {
title: 'Recommendation',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
recommendSection.addRow(row => {
row.addRatingScale('npsScore', {
label: 'How likely are you to recommend our delivery service?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
showConfettiOnPromoter: true
});
});
// ============================================
// SECTION 8: Additional Feedback
// ============================================
const feedbackSection = form.addSubform('feedbackSection', {
title: 'Additional Comments',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
feedbackSection.addRow(row => {
row.addSuggestionChips('highlights', {
label: 'What did you like about the delivery?',
suggestions: [
{ id: 'fast', name: 'Fast delivery' },
{ id: 'tracking', name: 'Good tracking' },
{ id: 'driver', name: 'Friendly driver' },
{ id: 'condition', name: 'Great packaging' },
{ id: 'communication', name: 'Clear communication' },
{ id: 'flexible', name: 'Flexible options' },
{ id: 'secure', name: 'Secure location' }
],
max: 3,
alignment: 'center'
});
});
feedbackSection.addSpacer({ height: '16px' });
feedbackSection.addRow(row => {
row.addTextarea('comments', {
label: 'Any other feedback or suggestions?',
placeholder: 'Share your thoughts on how we can improve...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summarySection', {
title: 'Feedback Summary',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const overall = overallSection.starRating('overallRating')?.value();
const timing = timingSection.radioButton('onTime')?.value();
const condition = packageSection.radioButton('packageCondition')?.value();
const driverRating = driverEvalSection.starRating('driverOverall')?.value();
const nps = recommendSection.ratingScale('npsScore')?.value();
const deliveryType = orderSection.dropdown('deliveryType')?.value();
if (!overall) return '';
const timingLabels: Record<string, string> = {
'early': 'Early',
'on-time': 'On Time',
'slightly-late': 'Slightly Late',
'very-late': 'Very Late'
};
const conditionLabels: Record<string, string> = {
'perfect': 'Perfect',
'minor-damage': 'Minor Damage',
'damaged': 'Damaged',
'opened': 'Opened'
};
const typeLabels: Record<string, string> = {
'standard': 'Standard',
'express': 'Express',
'same-day': 'Same-Day',
'scheduled': 'Scheduled',
'pickup': 'Pickup'
};
let summary = `Delivery Feedback Summary\n`;
summary += `${'='.repeat(26)}\n\n`;
if (deliveryType) {
summary += `Delivery Type: ${typeLabels[deliveryType] || deliveryType}\n`;
}
summary += `Overall Rating: ${'*'.repeat(overall)}${'*'.repeat(5 - overall)} (${overall}/5)\n`;
if (timing) {
summary += `Delivery Timing: ${timingLabels[timing] || timing}\n`;
}
if (condition) {
const conditionEmoji = condition === 'perfect' ? '' : '';
summary += `Package Condition: ${conditionLabels[condition] || condition} ${conditionEmoji}\n`;
}
if (driverRating) {
summary += `Driver Rating: ${driverRating}/5\n`;
}
if (nps !== null && nps !== undefined) {
summary += `NPS Score: ${nps}/10\n`;
}
return summary;
},
customStyles: () => {
const overall = overallSection.starRating('overallRating')?.value() || 0;
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (overall >= 4) {
return { ...baseStyles, backgroundColor: '#dbeafe', borderLeft: '4px solid #0284c7' };
} else if (overall >= 3) {
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
}
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: 'Your input helps us deliver better experiences. We appreciate you taking the time to share your thoughts.'
});
}
Frequently Asked Questions
When should I send the delivery feedback survey?
Send within 2-4 hours after delivery confirmation while the experience is fresh. Avoid sending during evening hours. For high-value orders, consider a shorter delay of 1-2 hours.
How do I handle negative delivery feedback?
Set up alerts for low ratings (1-2 stars) or reported issues. Respond promptly with an apology and resolution. Use patterns in feedback to identify problem areas like specific routes, drivers, or time slots.
Should I collect feedback for every delivery?
Yes, but vary the timing and frequency for repeat customers to avoid survey fatigue. Consider sampling 1 in 3 deliveries for frequent buyers, or trigger based on delivery exceptions.
How can I improve delivery based on this feedback?
Analyze patterns in timing feedback to optimize routes, use driver ratings for coaching, track package condition issues to improve handling procedures, and monitor communication ratings to enhance tracking and notifications.
What is a good delivery satisfaction score?
Aim for 4.5+ out of 5 stars. On-time delivery rates above 95% and damage rates below 0.5% are industry benchmarks. Track trends over time and compare across delivery partners or regions.