Detractor Recovery Survey
This detractor recovery survey is designed to win back customers who have given low NPS scores. It uses intelligent conditional logic to understand specific issues, gauge the severity of dissatisfaction, and offer appropriate resolution paths. The survey adapts based on responses, showing relevant follow-up questions for each type of complaint and providing a personalized recovery experience.
Try the Form
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export function detractorRecoverySurvey(form: FormTs) {
// Detractor Recovery Survey - Turn unhappy customers into promoters
// Demonstrates: NPS Scale, MatrixQuestion, Conditional Flows, Dynamic Styling, Multi-step Recovery
// ============================================
// STATE
// ============================================
const recoveryPath = form.state<string | null>(null);
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'We Want to Make This Right',
computedValue: () => 'Your feedback matters. Help us understand what went wrong so we can improve.',
customStyles: {
background: 'linear-gradient(135deg, #dc2626 0%, #991b1b 100%)',
color: 'white',
padding: '28px',
borderRadius: '12px',
textAlign: 'center',
fontSize: '15px'
}
});
});
// ============================================
// SECTION 1: Current Satisfaction Level
// ============================================
const satisfactionSection = form.addSubform('satisfaction', {
title: 'How Are You Feeling?',
customStyles: { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' }
});
satisfactionSection.addRow(row => {
row.addEmojiRating('currentMood', {
label: 'How would you describe your current feeling about our service?',
preset: 'satisfaction',
size: 'lg',
alignment: 'center',
isRequired: true
});
});
satisfactionSection.addRow(row => {
row.addRatingScale('dissatisfactionLevel', {
label: 'How disappointed are you with your recent experience?',
preset: 'custom',
min: 1,
max: 10,
lowLabel: 'Slightly disappointed',
highLabel: 'Extremely disappointed',
size: 'md',
alignment: 'center',
isVisible: () => satisfactionSection.emojiRating('currentMood')?.value() !== null
});
});
// ============================================
// SECTION 2: Problem Identification
// ============================================
const problemSection = form.addSubform('problems', {
title: 'What Went Wrong?',
isVisible: () => satisfactionSection.ratingScale('dissatisfactionLevel')?.value() !== null,
customStyles: { backgroundColor: '#fff7ed', padding: '16px', borderRadius: '8px' }
});
problemSection.addRow(row => {
row.addCheckboxList('problemCategories', {
label: 'Which areas were problematic? (Select all that apply)',
options: [
{ id: 'product-quality', name: 'Product Quality' },
{ id: 'customer-service', name: 'Customer Service' },
{ id: 'pricing', name: 'Pricing / Value for Money' },
{ id: 'delivery', name: 'Delivery / Shipping' },
{ id: 'communication', name: 'Communication' },
{ id: 'website-app', name: 'Website / App Experience' },
{ id: 'billing', name: 'Billing Issues' },
{ id: 'expectations', name: 'Did Not Meet Expectations' }
],
orientation: 'vertical',
isRequired: true
});
});
// ============================================
// SECTION 3: Detailed Problem Analysis (Matrix)
// ============================================
const detailsSection = form.addSubform('details', {
title: 'Help Us Understand Better',
isVisible: () => {
const problems = problemSection.checkboxList('problemCategories')?.value() || [];
return problems.length > 0;
},
customStyles: { backgroundColor: '#fefce8', padding: '16px', borderRadius: '8px' }
});
detailsSection.addRow(row => {
row.addMatrixQuestion('issueImpact', {
label: 'Rate the severity of each issue you experienced:',
rows: () => {
const problems = problemSection.checkboxList('problemCategories')?.value() || [];
const rowMap: Record<string, { id: string; label: string }> = {
'product-quality': { id: 'product-quality', label: 'Product Quality' },
'customer-service': { id: 'customer-service', label: 'Customer Service' },
'pricing': { id: 'pricing', label: 'Pricing / Value' },
'delivery': { id: 'delivery', label: 'Delivery / Shipping' },
'communication': { id: 'communication', label: 'Communication' },
'website-app': { id: 'website-app', label: 'Website / App' },
'billing': { id: 'billing', label: 'Billing' },
'expectations': { id: 'expectations', label: 'Unmet Expectations' }
};
return problems.map(p => rowMap[p]).filter((row): row is { id: string; label: string } => row !== undefined);
},
columns: [
{ id: 'minor', label: 'Minor' },
{ id: 'moderate', label: 'Moderate' },
{ id: 'serious', label: 'Serious' },
{ id: 'critical', label: 'Critical' }
],
fullWidth: true,
striped: true
});
});
detailsSection.addSpacer({ height: '16px' });
detailsSection.addRow(row => {
row.addTextarea('whatHappened', {
label: 'Please describe what happened in your own words:',
placeholder: 'Tell us the details of your experience...',
rows: 4,
autoExpand: true,
isRequired: true
});
});
// ============================================
// SECTION 4: Impact Assessment
// ============================================
const impactSection = form.addSubform('impact', {
title: 'Impact on Your Decision',
isVisible: () => detailsSection.textarea('whatHappened')?.value()?.trim() !== '',
customStyles: { backgroundColor: '#f0fdf4', padding: '16px', borderRadius: '8px' }
});
impactSection.addRow(row => {
row.addRadioButton('futureIntent', {
label: 'Based on this experience, what is your current intention?',
options: [
{ id: 'stay-hopeful', name: 'I am willing to give you another chance' },
{ id: 'considering-leaving', name: 'I am considering alternatives' },
{ id: 'decided-to-leave', name: 'I have decided to stop using your service' },
{ id: 'already-switched', name: 'I have already switched to a competitor' }
],
orientation: 'vertical',
isRequired: true
});
});
impactSection.addRow(row => {
row.addThumbRating('wouldRecommend', {
label: 'Would you recommend us to others right now?',
size: 'lg',
showLabels: true,
upLabel: 'Maybe, if issues are resolved',
downLabel: 'No, not at this time',
alignment: 'center',
isVisible: () => impactSection.radioButton('futureIntent')?.value() !== null
});
});
// ============================================
// SECTION 5: Recovery Options
// ============================================
const recoverySection = form.addSubform('recovery', {
title: () => {
const intent = impactSection.radioButton('futureIntent')?.value();
if (intent === 'stay-hopeful') return 'How Can We Make It Up to You?';
if (intent === 'considering-leaving') return 'Give Us a Chance to Fix This';
if (intent === 'decided-to-leave') return 'We Would Love to Keep You';
return 'Recovery Options';
},
isVisible: () => impactSection.radioButton('futureIntent')?.value() !== null,
customStyles: () => {
const intent = impactSection.radioButton('futureIntent')?.value();
if (intent === 'stay-hopeful') return { backgroundColor: '#dcfce7', padding: '16px', borderRadius: '8px' };
if (intent === 'considering-leaving') return { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' };
return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
}
});
recoverySection.addRow(row => {
row.addRadioButton('recoveryOption', {
label: 'What would help resolve this situation?',
options: () => {
const intent = impactSection.radioButton('futureIntent')?.value();
const baseOptions = [
{ id: 'callback', name: 'A call from a manager to discuss' },
{ id: 'credit', name: 'A discount or credit on my account' },
{ id: 'replacement', name: 'Product replacement or re-service' },
{ id: 'expedite', name: 'Expedited resolution of my issue' },
{ id: 'apology', name: 'A sincere apology is enough' }
];
if (intent === 'decided-to-leave' || intent === 'already-switched') {
baseOptions.push({ id: 'nothing', name: 'Nothing, my decision is final' });
}
return baseOptions;
},
orientation: 'vertical',
isRequired: true,
onValueChange: (val) => recoveryPath.set(val ?? null)
});
});
// ============================================
// SECTION 6: Additional Information (Conditional)
// ============================================
const additionalSection = form.addSubform('additional', {
title: 'Additional Details',
isVisible: () => {
const option = recoverySection.radioButton('recoveryOption')?.value();
return option !== null && option !== 'nothing' && option !== 'apology';
},
customStyles: { backgroundColor: '#f8fafc', padding: '16px', borderRadius: '8px' }
});
additionalSection.addRow(row => {
row.addTextbox('preferredTime', {
label: 'Best time to contact you (if callback selected)',
placeholder: 'e.g., Weekdays after 3 PM',
isVisible: () => recoveryPath() === 'callback'
});
});
additionalSection.addRow(row => {
row.addTextbox('orderNumber', {
label: 'Order/Reference number (if applicable)',
placeholder: 'e.g., ORD-12345',
isVisible: () => recoveryPath() === 'replacement' || recoveryPath() === 'expedite'
});
});
additionalSection.addRow(row => {
row.addTextarea('additionalComments', {
label: 'Any additional information that would help us:',
placeholder: 'Share anything else we should know...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 7: Contact Preference
// ============================================
const contactSection = form.addSubform('contact', {
title: 'Stay Connected',
isVisible: () => {
const option = recoverySection.radioButton('recoveryOption')?.value();
return option !== null && option !== 'nothing';
}
});
contactSection.addRow(row => {
row.addCheckbox('wantFollowUp', {
label: 'I would like to be contacted about my feedback'
});
});
contactSection.addRow(row => {
row.addEmail('email', {
label: 'Email address',
placeholder: 'your@email.com',
isVisible: () => contactSection.checkbox('wantFollowUp')?.value() === true,
isRequired: () => contactSection.checkbox('wantFollowUp')?.value() === true
});
});
contactSection.addRow(row => {
row.addTextbox('phone', {
label: 'Phone number (optional)',
placeholder: '+1 (555) 123-4567',
isVisible: () => contactSection.checkbox('wantFollowUp')?.value() === true && recoveryPath() === 'callback'
});
});
// ============================================
// SECTION 8: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => recoverySection.radioButton('recoveryOption')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const mood = satisfactionSection.emojiRating('currentMood')?.value();
const disappointment = satisfactionSection.ratingScale('dissatisfactionLevel')?.value();
const problems = problemSection.checkboxList('problemCategories')?.value() || [];
const intent = impactSection.radioButton('futureIntent')?.value();
const recovery = recoverySection.radioButton('recoveryOption')?.value();
if (!recovery) return '';
const moodEmojis: Record<string, string> = {
'very-bad': 'Very Unhappy',
'bad': 'Unhappy',
'neutral': 'Neutral',
'good': 'Okay',
'excellent': 'Good'
};
const intentLabels: Record<string, string> = {
'stay-hopeful': 'Willing to give another chance',
'considering-leaving': 'Considering alternatives',
'decided-to-leave': 'Decided to leave',
'already-switched': 'Already switched'
};
const recoveryLabels: Record<string, string> = {
'callback': 'Manager callback',
'credit': 'Account credit/discount',
'replacement': 'Product replacement',
'expedite': 'Expedited resolution',
'apology': 'Apology accepted',
'nothing': 'No recovery needed'
};
let summary = 'Recovery Case Summary\n';
summary += '═'.repeat(25) + '\n\n';
summary += `Current Mood: ${moodEmojis[mood || ''] || mood || 'Not specified'}\n`;
summary += `Disappointment Level: ${disappointment || 'N/A'}/10\n`;
summary += `Problem Areas: ${problems.length} identified\n`;
summary += `Customer Intent: ${intentLabels[intent || ''] || intent || 'N/A'}\n`;
summary += `Recovery Request: ${recoveryLabels[recovery] || recovery}\n`;
const wantsFollowUp = contactSection.checkbox('wantFollowUp')?.value();
if (wantsFollowUp) {
summary += '\nFollow-up requested';
}
return summary;
},
customStyles: () => {
const intent = impactSection.radioButton('futureIntent')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '13px'
};
if (intent === 'stay-hopeful') {
return { ...baseStyles, backgroundColor: '#dcfce7', borderLeft: '4px solid #22c55e' };
} else if (intent === 'considering-leaving') {
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
}
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: () => {
const recovery = recoverySection.radioButton('recoveryOption')?.value();
if (recovery === 'nothing') return 'Submit Feedback';
return 'Submit & Request Recovery';
},
isVisible: () => recoverySection.radioButton('recoveryOption')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const recovery = recoverySection.radioButton('recoveryOption')?.value();
if (recovery === 'nothing') return 'Thank You for Your Feedback';
return 'We Will Make This Right';
},
message: () => {
const recovery = recoverySection.radioButton('recoveryOption')?.value();
const wantsFollowUp = contactSection.checkbox('wantFollowUp')?.value();
if (recovery === 'nothing') {
return 'We appreciate you taking the time to share your experience. Your feedback will help us improve for future customers.';
}
if (wantsFollowUp) {
return 'Your recovery request has been submitted. A member of our team will reach out to you within 24-48 hours. We are committed to making this right.';
}
return 'Your recovery request has been submitted. We are taking immediate action to address your concerns. Thank you for giving us the opportunity to make things right.';
}
});
}
Frequently Asked Questions
When should I send this detractor recovery survey?
Send this survey immediately after receiving a low NPS score (0-6), ideally within 24-48 hours while the experience is fresh. Quick follow-up shows customers you care and increases recovery chances.
How does the conditional logic work?
The survey adapts based on responses. Different problem categories trigger specific follow-up questions. For example, selecting 'Product Quality' shows quality-specific questions, while 'Customer Service' shows service-related questions. This makes feedback more relevant and actionable.
What recovery options can I offer?
The survey includes customizable recovery options: callback from manager, discount/credit, product replacement, expedited resolution, or a simple apology. You can customize these based on your business capabilities.
How do I measure recovery success?
Track customers who complete the recovery survey and their subsequent NPS scores. Compare re-purchase rates between recovered detractors and those who weren't contacted. Measure time-to-resolution for each recovery option.
Can I customize the problem categories?
Yes, the problem categories (Product Quality, Customer Service, Pricing, etc.) are fully customizable in the form code. Add or remove categories relevant to your business.