Permit Process Feedback Form
This permit process feedback form helps government agencies measure citizen satisfaction with permit and licensing services. Using Customer Effort Score (CES) methodology, the form captures the ease of the application process, timeline expectations, staff interactions, and overall satisfaction. Conditional logic provides deeper insights based on citizen responses, helping identify bottlenecks and improvement opportunities.
Try the Form
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export function permitProcessFeedback(form: FormTs) {
// Permit Process Feedback - Government/Municipal Services Survey
// Demonstrates: CES Scale, Timeline ratings, StarRating, EmojiRating, Conditional Flow, Slider
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Your Feedback Matters',
computedValue: () => 'Help us improve our permit and licensing services for all citizens.',
customStyles: {
backgroundColor: '#1e40af',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Permit Information
// ============================================
const permitSection = form.addSubform('permitSection', {
title: 'Permit/License Information'
});
permitSection.addRow(row => {
row.addDropdown('permitType', {
label: 'Type of Permit/License',
placeholder: 'Select permit type...',
options: [
{ id: 'building', name: 'Building Permit' },
{ id: 'renovation', name: 'Renovation/Remodeling Permit' },
{ id: 'electrical', name: 'Electrical Permit' },
{ id: 'plumbing', name: 'Plumbing Permit' },
{ id: 'zoning', name: 'Zoning/Land Use Permit' },
{ id: 'business', name: 'Business License' },
{ id: 'vendor', name: 'Vendor/Food Permit' },
{ id: 'special-event', name: 'Special Event Permit' },
{ id: 'parking', name: 'Parking Permit' },
{ id: 'other', name: 'Other' }
],
isRequired: true
}, '1fr');
row.addTextbox('permitNumber', {
label: 'Permit/Application Number (optional)',
placeholder: 'e.g., BP-2024-12345'
}, '200px');
});
permitSection.addRow(row => {
row.addRadioButton('applicationMethod', {
label: 'How did you submit your application?',
options: [
{ id: 'online', name: 'Online Portal' },
{ id: 'in-person', name: 'In Person' },
{ id: 'mail', name: 'By Mail' },
{ id: 'email', name: 'Email' }
],
orientation: 'horizontal'
});
});
permitSection.addRow(row => {
row.addRadioButton('applicationOutcome', {
label: 'Application Outcome',
options: [
{ id: 'approved', name: 'Approved' },
{ id: 'approved-conditions', name: 'Approved with Conditions' },
{ id: 'pending', name: 'Still Pending' },
{ id: 'denied', name: 'Denied' },
{ id: 'withdrawn', name: 'Withdrawn' }
],
orientation: 'horizontal',
isRequired: true
});
});
// ============================================
// SECTION 2: Customer Effort Score
// ============================================
const effortSection = form.addSubform('effortSection', {
title: 'Ease of Process'
});
effortSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was it to complete the permit application process?',
size: 'lg',
isRequired: true
});
});
// Dynamic follow-up based on effort score
effortSection.addSpacer();
effortSection.addRow(row => {
row.addSuggestionChips('difficultAspects', {
label: 'What made the process difficult? (Select all that apply)',
suggestions: [
{ id: 'forms', name: 'Complex Forms' },
{ id: 'requirements', name: 'Unclear Requirements' },
{ id: 'documentation', name: 'Too Much Documentation' },
{ id: 'navigation', name: 'Hard to Navigate Website' },
{ id: 'wait-times', name: 'Long Wait Times' },
{ id: 'multiple-visits', name: 'Required Multiple Visits' },
{ id: 'staff', name: 'Staff Availability' },
{ id: 'fees', name: 'Fee Structure Unclear' }
],
alignment: 'left',
isVisible: () => {
const effort = effortSection.ratingScale('effortScore')?.value();
return effort !== null && effort !== undefined && effort <= 3;
}
});
});
effortSection.addRow(row => {
row.addSuggestionChips('easyAspects', {
label: 'What worked well? (Select all that apply)',
suggestions: [
{ id: 'online', name: 'Easy Online Submission' },
{ id: 'clear-instructions', name: 'Clear Instructions' },
{ id: 'helpful-staff', name: 'Helpful Staff' },
{ id: 'quick-response', name: 'Quick Response Time' },
{ id: 'status-updates', name: 'Good Status Updates' },
{ id: 'simple-forms', name: 'Simple Forms' },
{ id: 'one-visit', name: 'Completed in One Visit' }
],
alignment: 'left',
isVisible: () => {
const effort = effortSection.ratingScale('effortScore')?.value();
return effort !== null && effort !== undefined && effort >= 5;
}
});
});
// ============================================
// SECTION 3: Timeline Experience
// ============================================
const timelineSection = form.addSubform('timelineSection', {
title: 'Timeline & Processing'
});
timelineSection.addRow(row => {
row.addSlider('processingDays', {
label: 'How many business days did the process take?',
min: 1,
max: 90,
step: 1,
unit: 'days',
showValue: true,
defaultValue: 14
});
});
timelineSection.addRow(row => {
row.addStarRating('timelineSatisfaction', {
label: 'How satisfied are you with the processing time?',
maxStars: 5,
size: 'md',
alignment: 'left'
}, '1fr');
row.addRadioButton('metExpectations', {
label: 'Did the timeline meet your expectations?',
options: [
{ id: 'faster', name: 'Faster than expected' },
{ id: 'as-expected', name: 'As expected' },
{ id: 'slower', name: 'Slower than expected' }
],
orientation: 'vertical'
}, '1fr');
});
timelineSection.addRow(row => {
row.addRadioButton('statusUpdates', {
label: 'Did you receive adequate status updates during the process?',
options: [
{ id: 'yes', name: 'Yes, regular updates' },
{ id: 'some', name: 'Some updates' },
{ id: 'few', name: 'Very few updates' },
{ id: 'none', name: 'No updates at all' }
],
orientation: 'horizontal'
});
});
// ============================================
// SECTION 4: Staff Interaction
// ============================================
const staffSection = form.addSubform('staffSection', {
title: 'Staff Interaction',
isVisible: () => {
const method = permitSection.radioButton('applicationMethod')?.value();
return method === 'in-person' || method === 'email';
}
});
staffSection.addRow(row => {
row.addMatrixQuestion('staffRatings', {
label: 'Please rate your interactions with our staff',
rows: [
{ id: 'knowledge', label: 'Knowledge & Expertise', isRequired: true },
{ id: 'helpfulness', label: 'Helpfulness', isRequired: true },
{ id: 'professionalism', label: 'Professionalism', isRequired: true },
{ id: 'responsiveness', label: 'Responsiveness' },
{ id: 'clarity', label: 'Clear Communication' }
],
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 5: Online Experience
// ============================================
const onlineSection = form.addSubform('onlineSection', {
title: 'Online Portal Experience',
isVisible: () => permitSection.radioButton('applicationMethod')?.value() === 'online'
});
onlineSection.addRow(row => {
row.addStarRating('portalEase', {
label: 'Ease of using the online portal',
maxStars: 5,
size: 'md'
}, '1fr');
row.addStarRating('portalReliability', {
label: 'Portal reliability (no errors/crashes)',
maxStars: 5,
size: 'md'
}, '1fr');
});
onlineSection.addRow(row => {
row.addThumbRating('mobileUsability', {
label: 'Was the portal easy to use on a mobile device?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
alignment: 'left'
});
});
// ============================================
// SECTION 6: Denied Application Follow-up
// ============================================
const deniedSection = form.addSubform('deniedSection', {
title: 'About Your Denied Application',
isVisible: () => permitSection.radioButton('applicationOutcome')?.value() === 'denied',
customStyles: { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' }
});
deniedSection.addRow(row => {
row.addRadioButton('denialClarity', {
label: 'Were the reasons for denial clearly explained?',
options: [
{ id: 'very-clear', name: 'Very Clear' },
{ id: 'somewhat-clear', name: 'Somewhat Clear' },
{ id: 'not-clear', name: 'Not Clear' },
{ id: 'no-explanation', name: 'No Explanation Given' }
],
orientation: 'horizontal'
});
});
deniedSection.addRow(row => {
row.addRadioButton('appealInfoProvided', {
label: 'Were you informed about the appeal process?',
options: [
{ id: 'yes', name: 'Yes' },
{ id: 'no', name: 'No' },
{ id: 'not-applicable', name: 'Not Applicable' }
],
orientation: 'horizontal'
});
});
// ============================================
// SECTION 7: Overall Satisfaction
// ============================================
const overallSection = form.addSubform('overallSection', {
title: 'Overall Satisfaction'
});
overallSection.addRow(row => {
row.addEmojiRating('overallExperience', {
label: 'How would you describe your overall experience?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
overallSection.addRow(row => {
row.addRatingScale('recommendScore', {
preset: 'nps',
label: 'How likely are you to recommend our permit services to others?',
showSegmentColors: true,
showCategoryLabel: true
});
});
// ============================================
// SECTION 8: Additional Comments
// ============================================
const commentsSection = form.addSubform('commentsSection', {
title: 'Your Suggestions'
});
commentsSection.addSpacer();
commentsSection.addRow(row => {
row.addTextarea('improvements', {
label: () => {
const effort = effortSection.ratingScale('effortScore')?.value();
if (effort !== null && effort !== undefined && effort <= 3) {
return 'What specific changes would make this process easier?';
}
return 'Any suggestions for improving our permit services?';
},
placeholder: 'Your feedback helps us serve you better...',
rows: 4,
autoExpand: true
});
});
commentsSection.addRow(row => {
row.addCheckbox('allowFollowUp', {
label: 'You may contact me about my feedback'
});
});
commentsSection.addRow(row => {
row.addEmail('contactEmail', {
label: 'Email for follow-up',
placeholder: 'your@email.com',
isVisible: () => commentsSection.checkbox('allowFollowUp')?.value() === true,
isRequired: () => commentsSection.checkbox('allowFollowUp')?.value() === true
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const effort = effortSection.ratingScale('effortScore')?.value();
const permitType = permitSection.dropdown('permitType')?.value();
const outcome = permitSection.radioButton('applicationOutcome')?.value();
const nps = overallSection.ratingScale('recommendScore')?.value();
const npsCategory = overallSection.ratingScale('recommendScore')?.npsCategory();
const timeline = timelineSection.starRating('timelineSatisfaction')?.value();
const processingDays = timelineSection.slider('processingDays')?.value();
if (!effort) return '';
const permitLabels: Record<string, string> = {
'building': 'Building Permit',
'renovation': 'Renovation Permit',
'electrical': 'Electrical Permit',
'plumbing': 'Plumbing Permit',
'zoning': 'Zoning Permit',
'business': 'Business License',
'vendor': 'Vendor Permit',
'special-event': 'Special Event Permit',
'parking': 'Parking Permit',
'other': 'Other Permit'
};
const outcomeLabels: Record<string, string> = {
'approved': '✅ Approved',
'approved-conditions': '✅ Approved with Conditions',
'pending': '⏳ Pending',
'denied': '❌ Denied',
'withdrawn': '↩️ Withdrawn'
};
let effortEmoji = '😊';
if (effort <= 2) effortEmoji = '😫';
else if (effort <= 4) effortEmoji = '😐';
else if (effort >= 6) effortEmoji = '😃';
let summary = `📋 Permit Feedback Summary\n`;
summary += `${'═'.repeat(28)}\n\n`;
if (permitType) {
summary += `📄 Permit: ${permitLabels[permitType] || permitType}\n`;
}
if (outcome) {
summary += `📌 Status: ${outcomeLabels[outcome] || outcome}\n`;
}
summary += `\n${effortEmoji} Effort Score: ${effort}/7\n`;
if (processingDays) {
summary += `⏱️ Processing Time: ${processingDays} days\n`;
}
if (timeline) {
summary += `📅 Timeline Satisfaction: ${timeline}/5 stars\n`;
}
if (nps !== null && nps !== undefined) {
summary += `\n📊 Recommendation: ${nps}/10`;
if (npsCategory) {
summary += ` (${npsCategory.charAt(0).toUpperCase() + npsCategory.slice(1)})`;
}
}
return summary;
},
customStyles: () => {
const effort = effortSection.ratingScale('effortScore')?.value() || 4;
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (effort >= 5) {
return { ...baseStyles, backgroundColor: '#dbeafe', borderLeft: '4px solid #3b82f6' };
} else if (effort <= 3) {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#fef3c7', borderLeft: '4px solid #f59e0b' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: 'Your input helps us improve government services for all citizens. We appreciate you taking the time to share your experience.'
});
}
Frequently Asked Questions
When should this survey be sent to citizens?
Send the survey within 1-3 days after the permit process is complete (whether approved or denied). The experience is still fresh, and citizens can provide accurate feedback on the entire process.
What is Customer Effort Score (CES)?
CES measures how much effort customers had to expend to get their issue resolved. In a government context, it measures how easy or difficult the permit process was. Lower effort scores correlate with higher satisfaction and compliance.
How can we improve low CES scores?
Common improvements include: simplifying application forms, providing clearer instructions, offering online submission options, improving staff training, setting realistic timeline expectations, and proactive communication about application status.
Should we collect feedback for denied permits?
Yes. Feedback from denied applicants helps identify if the denial process was handled professionally, if reasons were clearly explained, and if there are systemic issues in how requirements are communicated upfront.
How do we benchmark our permit process?
Track average CES scores over time, compare across permit types, and benchmark against other municipal services. A CES of 5+ (out of 7) is generally considered good for government services.