Post-Purchase Feedback Form
This comprehensive post-purchase survey helps e-commerce businesses understand the complete customer journey. Customers rate product quality, delivery timeliness, packaging, and overall shopping experience. The form uses smart conditional logic - customers who experienced issues see problem-resolution options, while satisfied customers can leave testimonials. Multiple rating types (stars, emojis, thumbs) keep the survey engaging. Includes NPS for tracking loyalty and suggestion chips for quick improvement feedback. Perfect for online retailers, marketplaces, and D2C brands.
Try the Form
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export function postPurchase(form: FormTs) {
// Post-Purchase Feedback Form - E-commerce customer experience
// Demonstrates: StarRating, ThumbRating, EmojiRating, SuggestionChips, conditional logic, Dropdown
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'How Was Your Purchase Experience?',
computedValue: () => 'Your feedback helps us serve you better',
customStyles: {
backgroundColor: '#f97316',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Order Information
// ============================================
const orderInfo = form.addSubform('orderInfo', {
title: 'Your Order',
customStyles: { backgroundColor: '#fff7ed', padding: '16px', borderRadius: '8px' }
});
orderInfo.addRow(row => {
row.addTextbox('orderNumber', {
label: 'Order Number (Optional)',
placeholder: 'e.g., ORD-12345'
}, '1fr');
row.addDropdown('productCategory', {
label: 'Product Category',
options: [
{ id: 'electronics', name: 'Electronics' },
{ id: 'clothing', name: 'Clothing & Fashion' },
{ id: 'home', name: 'Home & Garden' },
{ id: 'beauty', name: 'Beauty & Personal Care' },
{ id: 'sports', name: 'Sports & Outdoors' },
{ id: 'books', name: 'Books & Media' },
{ id: 'food', name: 'Food & Groceries' },
{ id: 'other', name: 'Other' }
],
placeholder: 'Select category'
}, '1fr');
});
// ============================================
// SECTION 2: Product Rating
// ============================================
const productSection = form.addSubform('productSection', {
title: 'Product Experience',
customStyles: { padding: '16px', borderRadius: '8px', border: '1px solid #e2e8f0' }
});
productSection.addRow(row => {
row.addStarRating('productRating', {
label: 'How would you rate the product?',
maxStars: 5,
size: 'xl',
alignment: 'center',
showConfettiOnMax: true,
isRequired: true
});
});
productSection.addRow(row => {
row.addEmojiRating('productSatisfaction', {
label: 'How do you feel about your purchase?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
// Product Fit (for applicable categories)
productSection.addRow(row => {
row.addDropdown('productFit', {
label: 'How well did the product match the description?',
options: [
{ id: 'perfect', name: 'Exactly as described' },
{ id: 'mostly', name: 'Mostly as described' },
{ id: 'somewhat', name: 'Somewhat different' },
{ id: 'very-different', name: 'Very different from description' }
],
placeholder: 'Select an option'
});
});
// Product quality aspects
productSection.addRow(row => {
row.addSuggestionChips('productPositives', {
label: 'What did you like about the product?',
suggestions: [
{ id: 'quality', name: 'Great Quality' },
{ id: 'value', name: 'Good Value' },
{ id: 'design', name: 'Nice Design' },
{ id: 'functionality', name: 'Works Great' },
{ id: 'durability', name: 'Durable' },
{ id: 'packaging', name: 'Nice Packaging' },
{ id: 'eco', name: 'Eco-Friendly' },
{ id: 'expectations', name: 'Exceeded Expectations' }
],
max: 4,
alignment: 'center'
});
});
// ============================================
// SECTION 3: Delivery Experience
// ============================================
const deliverySection = form.addSubform('deliverySection', {
title: 'Delivery Experience',
isVisible: () => productSection.starRating('productRating')?.value() !== null,
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#f0fdf4' }
});
deliverySection.addRow(row => {
row.addThumbRating('deliveryOnTime', {
label: 'Was the delivery on time?',
showLabels: true,
upLabel: 'Yes, on time',
downLabel: 'No, delayed',
alignment: 'center',
size: 'lg'
});
});
deliverySection.addRow(row => {
row.addStarRating('deliveryRating', {
label: 'Rate the delivery experience',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
row.addStarRating('packagingRating', {
label: 'Rate the packaging',
maxStars: 5,
size: 'md',
alignment: 'center'
}, '1fr');
});
deliverySection.addRow(row => {
row.addDropdown('deliveryCondition', {
label: 'How was the product condition upon arrival?',
options: [
{ id: 'perfect', name: 'Perfect condition' },
{ id: 'minor', name: 'Minor packaging damage, product fine' },
{ id: 'damaged', name: 'Product was damaged' },
{ id: 'wrong', name: 'Wrong item delivered' }
],
placeholder: 'Select condition'
});
});
// ============================================
// SECTION 4: Shopping Experience
// ============================================
const shoppingSection = form.addSubform('shoppingSection', {
title: 'Shopping Experience',
isVisible: () => productSection.starRating('productRating')?.value() !== null,
customStyles: { padding: '16px', borderRadius: '8px', border: '1px solid #e2e8f0' }
});
shoppingSection.addRow(row => {
row.addRatingScale('easeOfPurchase', {
preset: 'ces',
label: 'How easy was it to find and purchase this product?',
lowLabel: 'Very Difficult',
highLabel: 'Very Easy',
alignment: 'center',
size: 'md'
});
});
shoppingSection.addRow(row => {
row.addSuggestionChips('shoppingPositives', {
label: 'What did you enjoy about shopping with us?',
suggestions: [
{ id: 'website', name: 'Easy Website' },
{ id: 'selection', name: 'Great Selection' },
{ id: 'prices', name: 'Good Prices' },
{ id: 'checkout', name: 'Fast Checkout' },
{ id: 'payment', name: 'Payment Options' },
{ id: 'support', name: 'Helpful Support' },
{ id: 'tracking', name: 'Order Tracking' },
{ id: 'returns', name: 'Easy Returns Policy' }
],
alignment: 'left'
});
});
// ============================================
// SECTION 5: Issues Section (Conditional)
// ============================================
const issuesSection = form.addSubform('issuesSection', {
title: 'Tell Us What Went Wrong',
isVisible: () => {
const rating = productSection.starRating('productRating')?.value();
const deliveryCondition = deliverySection.dropdown('deliveryCondition')?.value();
return (rating !== null && rating !== undefined && rating <= 2) ||
deliveryCondition === 'damaged' || deliveryCondition === 'wrong';
},
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#fef2f2', borderLeft: '4px solid #ef4444' }
});
issuesSection.addRow(row => {
row.addCheckboxList('issues', {
label: 'What issues did you experience?',
options: [
{ id: 'quality', name: 'Product quality not as expected' },
{ id: 'description', name: 'Did not match description/photos' },
{ id: 'damaged', name: 'Product arrived damaged' },
{ id: 'missing', name: 'Parts missing' },
{ id: 'size', name: 'Wrong size/dimensions' },
{ id: 'color', name: 'Color different from shown' },
{ id: 'delay', name: 'Significant delivery delay' },
{ id: 'wrong-item', name: 'Received wrong item' }
],
orientation: 'vertical'
});
});
issuesSection.addRow(row => {
row.addTextarea('issueDetails', {
label: 'Please describe the issue',
placeholder: 'Tell us more about what happened...',
rows: 3,
autoExpand: true,
isVisible: () => {
const issues = issuesSection.checkboxList('issues')?.value() || [];
return issues.length > 0;
}
});
});
issuesSection.addRow(row => {
row.addDropdown('issueResolution', {
label: 'What would you like us to do?',
options: [
{ id: 'refund', name: 'Full refund' },
{ id: 'exchange', name: 'Exchange for correct item' },
{ id: 'partial', name: 'Partial refund/discount' },
{ id: 'contact', name: 'Contact me to discuss' },
{ id: 'nothing', name: 'No action needed, just feedback' }
],
placeholder: 'Select preferred resolution',
isVisible: () => {
const issues = issuesSection.checkboxList('issues')?.value() || [];
return issues.length > 0;
}
});
});
// ============================================
// SECTION 6: Positive Highlights (Conditional)
// ============================================
const highlightsSection = form.addSubform('highlightsSection', {
title: 'What Made This Purchase Great?',
isVisible: () => {
const rating = productSection.starRating('productRating')?.value();
return rating !== null && rating !== undefined && rating >= 4;
},
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' }
});
highlightsSection.addRow(row => {
row.addThumbRating('wouldBuyAgain', {
label: 'Would you buy from us again?',
showLabels: true,
upLabel: 'Definitely!',
downLabel: 'Probably not',
alignment: 'center',
size: 'lg'
});
});
highlightsSection.addRow(row => {
row.addTextarea('testimonial', {
label: 'Care to share a short testimonial? (May be used on our website)',
placeholder: 'I loved shopping here because...',
rows: 2,
autoExpand: true
});
});
// ============================================
// SECTION 7: Recommendation
// ============================================
const recommendSection = form.addSubform('recommendSection', {
title: 'Would You Recommend Us?',
isVisible: () => productSection.starRating('productRating')?.value() !== null,
customStyles: () => {
const nps = recommendSection.ratingScale('npsScore')?.npsCategory();
if (nps === 'promoter') return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
if (nps === 'passive') return { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' };
if (nps === 'detractor') return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
return { padding: '16px', borderRadius: '8px', border: '1px dashed #cbd5e1' };
}
});
recommendSection.addRow(row => {
row.addRatingScale('npsScore', {
preset: 'nps',
label: 'How likely are you to recommend our store to friends?',
showCategoryLabel: true,
showSegmentColors: true,
showConfettiOnPromoter: true
});
});
// ============================================
// SECTION 8: Future Improvements
// ============================================
const futureSection = form.addSubform('futureSection', {
title: 'Help Us Improve',
isVisible: () => productSection.starRating('productRating')?.value() !== null
});
futureSection.addRow(row => {
row.addSuggestionChips('improvements', {
label: 'What could we improve?',
suggestions: [
{ id: 'prices', name: 'Lower Prices' },
{ id: 'shipping', name: 'Faster Shipping' },
{ id: 'selection', name: 'More Products' },
{ id: 'website', name: 'Better Website' },
{ id: 'mobile', name: 'Mobile App' },
{ id: 'payment', name: 'More Payment Options' },
{ id: 'loyalty', name: 'Loyalty Program' },
{ id: 'support', name: 'Better Support' }
],
max: 3,
alignment: 'left'
});
});
futureSection.addRow(row => {
row.addTextarea('additionalFeedback', {
label: 'Any other feedback?',
placeholder: 'We love hearing from our customers...',
rows: 2,
autoExpand: true
});
});
// ============================================
// SECTION 9: Contact for Follow-up
// ============================================
const contactSection = form.addSubform('contactSection', {
title: 'Stay Connected',
isVisible: () => productSection.starRating('productRating')?.value() !== null
});
contactSection.addRow(row => {
row.addCheckbox('contactForIssue', {
label: 'Contact me about my issue (if applicable)',
isVisible: () => {
const issues = issuesSection.checkboxList('issues')?.value() || [];
return issues.length > 0;
}
});
});
contactSection.addRow(row => {
row.addCheckbox('newsletter', {
label: 'Sign me up for exclusive deals and offers'
});
});
contactSection.addRow(row => {
row.addEmail('email', {
label: 'Email Address',
placeholder: 'your@email.com',
isVisible: () =>
contactSection.checkbox('contactForIssue')?.value() === true ||
contactSection.checkbox('newsletter')?.value() === true,
isRequired: () => contactSection.checkbox('contactForIssue')?.value() === true
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Feedback',
isVisible: () => productSection.starRating('productRating')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: 'Your opinion matters to us. We use customer feedback to continuously improve our products and service.'
});
}
Frequently Asked Questions
When should I send the post-purchase survey?
Send 2-7 days after delivery confirmation. This gives customers time to use the product but keeps the experience fresh. For food/consumables, send within 1-2 days. For complex products like electronics, wait 7-14 days.
How can I increase response rates?
Keep surveys under 2 minutes, personalize with the customer's name and product, offer incentives like discount codes or loyalty points, send reminders, and make the first question visible in the email preview.
How do I handle negative product feedback?
Respond quickly and empathetically. Offer solutions (refund, exchange, discount). Use negative feedback to identify product quality issues with suppliers. Follow up after resolution to turn detractors into promoters.
Can customers submit photos of damaged items?
This template focuses on structured feedback. For photo submissions, you can extend the form with file upload or include a link to your support portal. Many businesses handle photo evidence through their customer support flow.
How should I use the NPS data?
Track NPS over time as a key metric. Segment by product category, customer type, or order value. Follow up with Detractors personally. Ask Promoters for reviews on third-party sites. Use Passive feedback to find quick wins.
Should I ask about competitor comparison?
This template focuses on your store experience. Adding competitor questions can provide insights but may make the survey feel longer. Consider A/B testing to see if such questions reduce completion rates.