Loyalty Program Survey
Understanding how members perceive your loyalty program is crucial for customer retention. This comprehensive survey evaluates program satisfaction across multiple dimensions: reward value, earning mechanisms, redemption experience, and overall program design. Use the insights to identify which rewards resonate most, where friction exists in the customer journey, and how to increase program engagement and lifetime value.
Try the Form
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export function loyaltyProgramFeedbackForm(form: FormTs) {
// Loyalty Program Feedback Survey
// Demonstrates: MatrixQuestion, StarRating, RatingScale (NPS), Slider, CheckboxList, EmojiRating, ThumbRating, SuggestionChips
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Share Your Loyalty Program Experience',
computedValue: () => 'Help us make our rewards program even better for you.',
customStyles: {
backgroundColor: '#7c3aed',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Membership Information
// ============================================
const membershipSection = form.addSubform('membershipInfo', {
title: 'Your Membership'
});
membershipSection.addRow(row => {
row.addDropdown('memberTier', {
label: 'Your current membership tier',
options: [
{ id: 'bronze', name: 'Bronze / Basic' },
{ id: 'silver', name: 'Silver / Plus' },
{ id: 'gold', name: 'Gold / Premium' },
{ id: 'platinum', name: 'Platinum / VIP' }
],
placeholder: 'Select your tier',
isRequired: true
}, '1fr');
row.addDropdown('memberDuration', {
label: 'How long have you been a member?',
options: [
{ id: 'less-3m', name: 'Less than 3 months' },
{ id: '3-6m', name: '3-6 months' },
{ id: '6-12m', name: '6-12 months' },
{ id: '1-2y', name: '1-2 years' },
{ id: '2y-plus', name: 'More than 2 years' }
],
placeholder: 'Select duration',
isRequired: true
}, '1fr');
});
membershipSection.addRow(row => {
row.addSlider('usageFrequency', {
label: 'How often do you engage with the loyalty program per month?',
min: 0,
max: 20,
step: 1,
defaultValue: 5,
unit: 'times',
showValue: true
});
});
// ============================================
// SECTION 2: Overall Program Rating
// ============================================
const overallSection = form.addSubform('overallRating', {
title: 'Overall Program Satisfaction',
customStyles: () => {
const rating = overallSection.starRating('programSatisfaction')?.value();
if (rating && rating >= 4) return { backgroundColor: '#dcfce7', padding: '16px', borderRadius: '8px' };
if (rating && rating <= 2) return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
return { padding: '16px', borderRadius: '8px' };
}
});
overallSection.addRow(row => {
row.addStarRating('programSatisfaction', {
label: 'How satisfied are you with our loyalty program overall?',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true
});
});
overallSection.addRow(row => {
row.addEmojiRating('valuePerception', {
label: 'How do you feel about the value you get from the program?',
preset: 'satisfaction',
size: 'lg',
alignment: 'center'
});
});
// ============================================
// SECTION 3: Program Aspects Matrix
// ============================================
const aspectsSection = form.addSubform('programAspects', {
title: 'Rate Program Features'
});
aspectsSection.addRow(row => {
row.addMatrixQuestion('featureRatings', {
label: 'How would you rate the following aspects of our loyalty program?',
rows: [
{ id: 'earning', label: 'Ease of earning points', isRequired: true },
{ id: 'redemption', label: 'Ease of redeeming rewards', isRequired: true },
{ id: 'variety', label: 'Variety of rewards available' },
{ id: 'value', label: 'Value of rewards for points spent', isRequired: true },
{ id: 'communication', label: 'Communication about points/offers' },
{ id: 'app', label: 'Mobile app/website experience' },
{ id: 'support', label: 'Customer support for program issues' }
],
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: Reward Preferences
// ============================================
const rewardsSection = form.addSubform('rewardPreferences', {
title: 'Reward Preferences'
});
rewardsSection.addRow(row => {
row.addCheckboxList('favoriteRewards', {
label: 'Which types of rewards do you value most? (Select up to 3)',
options: [
{ id: 'discounts', name: 'Discounts on purchases' },
{ id: 'free-products', name: 'Free products' },
{ id: 'cashback', name: 'Cashback / statement credits' },
{ id: 'exclusive-access', name: 'Exclusive access to sales/products' },
{ id: 'experiences', name: 'Experiences (events, travel)' },
{ id: 'gift-cards', name: 'Gift cards' },
{ id: 'charity', name: 'Charitable donations' },
{ id: 'upgrades', name: 'Service upgrades' }
],
orientation: 'vertical',
max: 3
}, '1fr');
row.addCheckboxList('missingRewards', {
label: 'Which rewards would you like us to add?',
options: [
{ id: 'more-discounts', name: 'Deeper discounts' },
{ id: 'partner-rewards', name: 'Partner brand rewards' },
{ id: 'travel', name: 'Travel rewards' },
{ id: 'entertainment', name: 'Entertainment (movies, concerts)' },
{ id: 'wellness', name: 'Wellness & fitness' },
{ id: 'dining', name: 'Dining experiences' },
{ id: 'personalized', name: 'Personalized offers' },
{ id: 'instant', name: 'Instant rewards' }
],
orientation: 'vertical',
max: 3
}, '1fr');
});
// ============================================
// SECTION 5: Program Impact
// ============================================
const impactSection = form.addSubform('programImpact', {
title: 'Program Impact on Your Behavior'
});
impactSection.addRow(row => {
row.addThumbRating('influencesPurchase', {
label: 'Does the loyalty program influence where you shop?',
showLabels: true,
upLabel: 'Yes, it does',
downLabel: 'No, not really',
size: 'lg',
alignment: 'center'
});
});
impactSection.addRow(row => {
row.addRatingScale('spendMore', {
label: 'How much more likely are you to spend with us because of the program?',
preset: 'likert-5',
lowLabel: 'No more likely',
highLabel: 'Much more likely',
size: 'md',
alignment: 'center',
isVisible: () => impactSection.thumbRating('influencesPurchase')?.value() === 'up'
});
});
// ============================================
// SECTION 6: NPS for Program
// ============================================
const npsSection = form.addSubform('programNps', {
title: 'Would You Recommend?',
customStyles: () => {
const category = npsSection.ratingScale('programNps')?.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' };
}
});
npsSection.addRow(row => {
row.addRatingScale('programNps', {
label: 'How likely are you to recommend our loyalty program to friends?',
preset: 'nps',
showSegmentColors: true,
showCategoryLabel: true,
showConfettiOnPromoter: true,
isRequired: true
});
});
// ============================================
// SECTION 7: Improvements (for non-promoters)
// ============================================
const improvementSection = form.addSubform('improvements', {
title: 'Help Us Improve',
isVisible: () => {
const nps = npsSection.ratingScale('programNps')?.value();
return nps !== null && nps !== undefined && nps < 9;
}
});
improvementSection.addRow(row => {
row.addSuggestionChips('painPoints', {
label: () => {
const nps = npsSection.ratingScale('programNps')?.value();
if (nps !== null && nps !== undefined && nps <= 6) {
return 'What are the biggest issues with our program?';
}
return 'What would make you rate us higher?';
},
suggestions: [
{ id: 'hard-earn', name: 'Hard to earn points' },
{ id: 'low-value', name: 'Rewards not valuable enough' },
{ id: 'expiry', name: 'Points expire too quickly' },
{ id: 'complex', name: 'Too complicated' },
{ id: 'poor-app', name: 'Poor app/website' },
{ id: 'limited-rewards', name: 'Limited reward options' },
{ id: 'communication', name: 'Poor communication' },
{ id: 'support', name: 'Bad customer support' }
],
alignment: 'center'
});
});
improvementSection.addSpacer();
improvementSection.addRow(row => {
row.addTextarea('improvementSuggestions', {
label: 'What specific improvements would you suggest?',
placeholder: 'Share your ideas to make our program better...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 8: Promoter Testimonial
// ============================================
const testimonialSection = form.addSubform('testimonial', {
title: 'Share Your Experience',
isVisible: () => {
const nps = npsSection.ratingScale('programNps')?.value();
return nps !== null && nps !== undefined && nps >= 9;
},
customStyles: { backgroundColor: '#ecfdf5', padding: '16px', borderRadius: '8px' }
});
testimonialSection.addRow(row => {
row.addTextarea('testimonialText', {
label: "We'd love to hear what you enjoy most about our program!",
placeholder: 'Share what makes our loyalty program great for you...',
rows: 3,
autoExpand: true
});
});
testimonialSection.addRow(row => {
row.addCheckbox('canUseTestimonial', {
label: 'You may use my feedback as a testimonial (anonymously)'
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Your Feedback Summary',
isVisible: () => npsSection.ratingScale('programNps')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const tier = membershipSection.dropdown('memberTier')?.value();
const satisfaction = overallSection.starRating('programSatisfaction')?.value();
const nps = npsSection.ratingScale('programNps')?.value();
const npsCategory = npsSection.ratingScale('programNps')?.npsCategory();
const favoriteRewards = rewardsSection.checkboxList('favoriteRewards')?.value() || [];
const influences = impactSection.thumbRating('influencesPurchase')?.value();
if (!nps) return '';
const tierLabels: Record<string, string> = {
'bronze': 'Bronze',
'silver': 'Silver',
'gold': 'Gold',
'platinum': 'Platinum'
};
let summary = `Loyalty Program Feedback Summary\n`;
summary += `${'═'.repeat(35)}\n\n`;
if (tier) {
summary += `Membership Tier: ${tierLabels[tier] || tier}\n`;
}
if (satisfaction) {
summary += `Overall Satisfaction: ${'★'.repeat(satisfaction)}${'☆'.repeat(5 - satisfaction)}\n`;
}
summary += `\nProgram NPS: ${nps}/10`;
if (npsCategory) {
const emoji = npsCategory === 'promoter' ? ' (Promoter)' : npsCategory === 'passive' ? ' (Passive)' : ' (Detractor)';
summary += emoji;
}
if (favoriteRewards.length > 0) {
summary += `\n\nFavorite Rewards: ${favoriteRewards.length} selected`;
}
if (influences) {
summary += `\n\nInfluences Shopping: ${influences === 'up' ? 'Yes' : 'No'}`;
}
return summary;
},
customStyles: () => {
const category = npsSection.ratingScale('programNps')?.npsCategory();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (category === 'promoter') {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
} else if (category === 'passive') {
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
} else if (category === 'detractor') {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#f1f5f9' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => npsSection.ratingScale('programNps')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank you for your feedback!',
message: 'Your input helps us create a better loyalty program. As a thank you, we\'ve added 50 bonus points to your account!'
});
}
Frequently Asked Questions
When should I send loyalty program surveys?
Best times include: after a member redeems rewards, quarterly to active members, when members hit tier milestones, or when you're planning program changes. Avoid surveying immediately after signup when members haven't experienced the full program.
What metrics should I track from loyalty surveys?
Key metrics include: Program NPS (likelihood to recommend), reward satisfaction scores, redemption frequency, perceived value vs effort, and feature utilization. Track these over time and segment by member tier for deeper insights.
How can I increase loyalty survey response rates?
Offer bonus points for survey completion, keep it under 3 minutes, personalize the invitation, show how feedback improved the program previously, and time it after positive interactions like successful redemptions.
Should I survey all loyalty tiers differently?
Yes, consider tier-specific questions. Top-tier members care about exclusive perks and recognition, while entry-tier members focus on earning potential and accessibility. Use conditional logic to show relevant questions.
How do I use survey results to improve my program?
Prioritize fixes for low-scoring areas, test new reward types members request, simplify redemption if effort scores are low, adjust point values based on perceived value feedback, and communicate changes back to members.