Installation Experience Survey
The Installation Experience Survey helps service companies gather comprehensive feedback after installations, repairs, or home services. Covering the complete customer journey from scheduling to completion, this survey evaluates technician professionalism, punctuality, communication, workmanship quality, and site cleanliness. With conditional logic for different scenarios and a professional summary, you'll identify training opportunities and maintain high service standards.
Try the Form
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export function installationFeedbackForm(form: FormTs) {
// Installation Experience Survey
// Demonstrates: StarRating, RatingScale, MatrixQuestion, EmojiRating,
// ThumbRating, Datepicker, Timepicker, Dropdown, conditional visibility
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Installation Feedback',
computedValue: () => 'Help us maintain our service excellence. Your feedback improves our technicians.',
customStyles: {
backgroundColor: '#0891b2',
color: 'white',
padding: '28px',
borderRadius: '12px',
textAlign: 'center',
fontSize: '15px'
}
});
});
// ============================================
// SECTION 1: Service Details
// ============================================
const detailsSection = form.addSubform('details', {
title: 'Service Details',
customStyles: { backgroundColor: '#f0fdfa', padding: '20px', borderRadius: '10px' }
});
detailsSection.addRow(row => {
row.addDropdown('serviceType', {
label: 'Type of service performed',
options: [
{ id: 'new-install', name: 'New Installation' },
{ id: 'upgrade', name: 'Equipment Upgrade' },
{ id: 'repair', name: 'Repair Service' },
{ id: 'maintenance', name: 'Scheduled Maintenance' },
{ id: 'inspection', name: 'Inspection' },
{ id: 'other', name: 'Other Service' }
],
placeholder: 'Select service type...',
isRequired: true
}, '1fr');
row.addTextbox('technicianName', {
label: 'Technician name (if known)',
placeholder: 'Enter technician name...'
}, '1fr');
});
detailsSection.addRow(row => {
row.addDatepicker('serviceDate', {
label: 'Date of service',
maxDate: () => new Date().toISOString(),
isRequired: true
}, '1fr');
row.addTimepicker('arrivalTime', {
label: 'Approximate arrival time'
}, '1fr');
});
// ============================================
// SECTION 2: Scheduling & Punctuality
// ============================================
const schedulingSection = form.addSubform('scheduling', {
title: 'Scheduling & Punctuality',
isVisible: () => detailsSection.dropdown('serviceType')?.value() !== null
});
schedulingSection.addRow(row => {
row.addStarRating('schedulingEase', {
label: 'How easy was it to schedule the appointment?',
maxStars: 5,
size: 'lg',
alignment: 'center',
filledColor: '#0891b2'
});
});
schedulingSection.addRow(row => {
row.addRadioButton('arrivedOnTime', {
label: 'Did the technician arrive within the scheduled window?',
options: [
{ id: 'early', name: 'Arrived early' },
{ id: 'on-time', name: 'On time' },
{ id: 'late-15', name: 'Up to 15 min late' },
{ id: 'late-30', name: '15-30 min late' },
{ id: 'late-60', name: 'More than 30 min late' },
{ id: 'no-show', name: 'Did not arrive / Had to reschedule' }
],
orientation: 'vertical'
});
});
// Late arrival follow-up
schedulingSection.addRow(row => {
row.addCheckbox('wasNotified', {
label: 'Were you notified about the delay?',
isVisible: () => {
const arrival = schedulingSection.radioButton('arrivedOnTime')?.value();
return arrival === 'late-30' || arrival === 'late-60' || arrival === 'no-show';
}
});
});
// ============================================
// SECTION 3: Technician Rating Matrix
// ============================================
const technicianSection = form.addSubform('technician', {
title: 'Technician Evaluation',
isVisible: () => detailsSection.dropdown('serviceType')?.value() !== null,
customStyles: { backgroundColor: '#ecfeff', padding: '20px', borderRadius: '10px' }
});
technicianSection.addRow(row => {
row.addMatrixQuestion('technicianMatrix', {
label: 'Rate the technician on the following aspects:',
rows: [
{ id: 'professional', label: 'Professional appearance', isRequired: true },
{ id: 'courteous', label: 'Courtesy and friendliness', isRequired: true },
{ id: 'knowledgeable', label: 'Technical knowledge', isRequired: true },
{ id: 'explained', label: 'Explained the work clearly', isRequired: true },
{ id: 'efficient', label: 'Worked efficiently', isRequired: true },
{ id: 'respectful', label: 'Respectful of your property', isRequired: true }
],
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
});
});
// ============================================
// SECTION 4: Work Quality
// ============================================
const qualitySection = form.addSubform('quality', {
title: 'Installation Quality',
isVisible: () => detailsSection.dropdown('serviceType')?.value() !== null
});
qualitySection.addRow(row => {
row.addStarRating('workQuality', {
label: 'Overall quality of the installation work',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true,
filledColor: '#10b981'
}, '1fr');
row.addStarRating('siteCleanup', {
label: 'Cleanliness of the work area after completion',
maxStars: 5,
size: 'lg',
alignment: 'center',
filledColor: '#10b981'
}, '1fr');
});
qualitySection.addSpacer({ height: '16px' });
qualitySection.addRow(row => {
row.addThumbRating('equipmentWorking', {
label: 'Is the installed equipment working properly?',
showLabels: true,
upLabel: 'Yes, working great',
downLabel: 'No, having issues',
alignment: 'center',
size: 'lg'
});
});
// Issues follow-up
qualitySection.addSpacer({
height: '16px',
isVisible: () => qualitySection.thumbRating('equipmentWorking')?.value() === 'down'
});
qualitySection.addRow(row => {
row.addTextarea('issueDescription', {
label: 'Please describe the issue you are experiencing',
placeholder: 'Describe what is not working correctly...',
rows: 3,
isRequired: () => qualitySection.thumbRating('equipmentWorking')?.value() === 'down',
isVisible: () => qualitySection.thumbRating('equipmentWorking')?.value() === 'down'
});
});
qualitySection.addRow(row => {
row.addCheckbox('needsCallback', {
label: 'I would like a callback to resolve this issue',
isVisible: () => qualitySection.thumbRating('equipmentWorking')?.value() === 'down'
});
});
// ============================================
// SECTION 5: Overall Experience
// ============================================
const overallSection = form.addSubform('overall', {
title: 'Overall Experience',
isVisible: () => detailsSection.dropdown('serviceType')?.value() !== null,
customStyles: () => {
const rating = overallSection.starRating('overallRating')?.value();
if (rating !== null && rating !== undefined) {
if (rating >= 5) return { backgroundColor: '#d1fae5', padding: '20px', borderRadius: '10px' };
if (rating >= 4) return { backgroundColor: '#ecfdf5', padding: '20px', borderRadius: '10px' };
if (rating >= 3) return { backgroundColor: '#fffbeb', padding: '20px', borderRadius: '10px' };
return { backgroundColor: '#fef2f2', padding: '20px', borderRadius: '10px' };
}
return { padding: '20px', borderRadius: '10px', border: '1px solid #e5e7eb' };
}
});
overallSection.addRow(row => {
row.addStarRating('overallRating', {
label: 'How would you rate your overall installation experience?',
maxStars: 5,
size: 'xl',
alignment: 'center',
showConfettiOnMax: true,
filledColor: '#0891b2'
});
});
overallSection.addRow(row => {
row.addEmojiRating('emotionAfter', {
label: 'How do you feel about the completed installation?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
});
// NPS for installation
overallSection.addSpacer({ height: '16px' });
overallSection.addRow(row => {
row.addRatingScale('npsScore', {
label: 'How likely are you to recommend our installation services?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
alignment: 'center',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
});
// ============================================
// SECTION 6: Feedback & Suggestions
// ============================================
const feedbackSection = form.addSubform('feedback', {
title: 'Additional Feedback',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
feedbackSection.addRow(row => {
row.addSuggestionChips('whatWentWell', {
label: 'What went particularly well?',
suggestions: [
{ id: 'punctual', name: 'On-time arrival' },
{ id: 'professional', name: 'Professional technician' },
{ id: 'clean', name: 'Clean work area' },
{ id: 'thorough', name: 'Thorough work' },
{ id: 'fast', name: 'Quick completion' },
{ id: 'explained', name: 'Good explanations' }
],
alignment: 'left'
}, '1fr');
row.addSuggestionChips('whatToImprove', {
label: 'What could we improve?',
suggestions: [
{ id: 'scheduling', name: 'Scheduling process' },
{ id: 'communication', name: 'Communication' },
{ id: 'punctuality', name: 'Punctuality' },
{ id: 'cleanup', name: 'Cleanup' },
{ id: 'pricing', name: 'Pricing clarity' },
{ id: 'followup', name: 'Follow-up support' }
],
alignment: 'left'
}, '1fr');
});
feedbackSection.addSpacer({ height: '16px' });
feedbackSection.addRow(row => {
row.addTextarea('additionalComments', {
label: () => {
const rating = overallSection.starRating('overallRating')?.value();
if (rating !== null && rating !== undefined && rating <= 2) {
return 'Please tell us what went wrong so we can make it right';
}
if (rating !== null && rating !== undefined && rating >= 5) {
return 'Anything else you\'d like to share about your great experience?';
}
return 'Any additional comments or suggestions?';
},
placeholder: 'Your feedback helps us improve...',
rows: 4,
autoExpand: true
});
});
// ============================================
// SECTION 7: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const serviceType = detailsSection.dropdown('serviceType')?.value();
const technician = detailsSection.textbox('technicianName')?.value();
const scheduling = schedulingSection.starRating('schedulingEase')?.value();
const arrival = schedulingSection.radioButton('arrivedOnTime')?.value();
const workQuality = qualitySection.starRating('workQuality')?.value();
const cleanup = qualitySection.starRating('siteCleanup')?.value();
const equipmentOk = qualitySection.thumbRating('equipmentWorking')?.value();
const overall = overallSection.starRating('overallRating')?.value();
const nps = overallSection.ratingScale('npsScore')?.value();
if (overall === null || overall === undefined) return '';
const serviceLabels: Record<string, string> = {
'new-install': 'New Installation',
'upgrade': 'Equipment Upgrade',
'repair': 'Repair Service',
'maintenance': 'Scheduled Maintenance',
'inspection': 'Inspection',
'other': 'Other Service'
};
const arrivalLabels: Record<string, string> = {
'early': 'Early', 'on-time': 'On time', 'late-15': 'Slightly late',
'late-30': 'Late', 'late-60': 'Very late', 'no-show': 'Rescheduled'
};
let summary = '🔧 Installation Feedback Summary\n';
summary += `${'═'.repeat(35)}\n\n`;
// Service info
if (serviceType) {
summary += `📋 Service: ${serviceLabels[serviceType] || serviceType}\n`;
}
if (technician) {
summary += `👷 Technician: ${technician}\n`;
}
summary += '\n📊 Ratings:\n';
summary += `${'─'.repeat(25)}\n`;
// Ratings
if (scheduling !== null && scheduling !== undefined) {
summary += `📅 Scheduling: ${'★'.repeat(scheduling)}${'☆'.repeat(5 - scheduling)}\n`;
}
if (arrival) {
const arrivalEmoji = arrival === 'on-time' || arrival === 'early' ? '✅' : '⏰';
summary += `${arrivalEmoji} Arrival: ${arrivalLabels[arrival] || arrival}\n`;
}
if (workQuality !== null && workQuality !== undefined) {
summary += `🔨 Work Quality: ${'★'.repeat(workQuality)}${'☆'.repeat(5 - workQuality)}\n`;
}
if (cleanup !== null && cleanup !== undefined) {
summary += `🧹 Site Cleanup: ${'★'.repeat(cleanup)}${'☆'.repeat(5 - cleanup)}\n`;
}
if (equipmentOk !== null) {
const equipEmoji = equipmentOk === 'up' ? '✅' : '⚠️';
summary += `${equipEmoji} Equipment: ${equipmentOk === 'up' ? 'Working properly' : 'Has issues'}\n`;
}
// Overall
summary += `\n⭐ Overall: ${'★'.repeat(overall)}${'☆'.repeat(5 - overall)} (${overall}/5)\n`;
// NPS
if (nps !== null && nps !== undefined) {
const category = overallSection.ratingScale('npsScore')?.npsCategory();
const emoji = category === 'promoter' ? '🎉' : category === 'passive' ? '🤔' : '😟';
summary += `${emoji} NPS: ${nps}/10 (${category})`;
}
return summary;
},
customStyles: () => {
const overall = overallSection.starRating('overallRating')?.value();
const base = {
padding: '20px',
borderRadius: '10px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (overall !== null && overall !== undefined) {
if (overall >= 4) return { ...base, backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' };
if (overall >= 3) return { ...base, backgroundColor: '#fffbeb', borderLeft: '4px solid #f59e0b' };
return { ...base, backgroundColor: '#fef2f2', borderLeft: '4px solid #ef4444' };
}
return { ...base, backgroundColor: '#f8fafc' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: () => {
const overall = overallSection.starRating('overallRating')?.value();
if (overall !== null && overall !== undefined && overall >= 5) return 'Submit Feedback ⭐';
return 'Submit Feedback';
},
isVisible: () => overallSection.starRating('overallRating')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank you for your feedback!',
message: 'Your input helps us maintain high service standards. If you reported any issues, our team will follow up with you shortly.'
});
}
Frequently Asked Questions
What aspects of installation does this survey measure?
The survey measures six key dimensions: Scheduling & Communication (booking ease, appointment confirmation), Punctuality (arrival time, time estimate accuracy), Technician Professionalism (courtesy, expertise, explanation), Work Quality (installation quality, attention to detail), Site Cleanliness (cleanup after work), and Overall Satisfaction with NPS score.
Can I track individual technician performance?
Yes. The survey includes a technician name field so you can aggregate feedback by individual installer. This enables performance comparisons, identification of training needs, and recognition of top performers.
How should I handle negative feedback?
The survey includes conditional follow-up questions for low ratings. Customers can describe issues and indicate if they want a callback. Route negative feedback (3 stars or below) to supervisors immediately for service recovery. Address concerns within 24-48 hours.
When should I send this survey?
Send within 24-48 hours after installation completion while the experience is fresh. Automated triggers work best - send as soon as the technician marks the job complete in your system. Evening sends (6-8 PM) often get higher response rates.
What's a good response rate for service surveys?
Aim for 20-30% response rate. Higher rates indicate engaged customers. If your rate drops below 15%, consider shortening the survey or adding incentives. SMS delivery often yields 2-3x higher response rates than email for service surveys.
How do I benchmark installation service scores?
Track your own improvement over time. Industry benchmarks suggest: Excellent service is 4.5+/5, Good is 4.0-4.4, Needs improvement is 3.5-3.9, and Critical attention is below 3.5. Compare technician scores to team averages for relative performance.