Recommendation Driver Survey
Go beyond the NPS score to understand WHY customers would or wouldn't recommend you. This driver analysis survey identifies the key factors that influence recommendation behavior - from product quality to customer service. Use insights to amplify what's working and fix what's not, turning more customers into passionate brand advocates.
Try the Form
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export function recommendationDriverSurvey(form: FormTs) {
// Recommendation Driver Survey - Understand WHY customers recommend (or don't)
// Demonstrates: RatingScale (NPS), MatrixQuestion, StarRating, ThumbRating, SuggestionChips, conditional logic
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Help Us Understand Your Experience',
computedValue: () => 'Your insights help us deliver what matters most to you.',
customStyles: {
background: 'linear-gradient(135deg, #6366f1 0%, #8b5cf6 100%)',
color: 'white',
padding: '28px',
borderRadius: '16px',
textAlign: 'center',
fontSize: '15px'
}
});
});
// ============================================
// SECTION 1: NPS Score
// ============================================
const npsSection = form.addSubform('npsSection', {
title: 'Likelihood to Recommend',
customStyles: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return { backgroundColor: '#ecfdf5', padding: '20px', borderRadius: '12px' };
if (category === 'passive') return { backgroundColor: '#fffbeb', padding: '20px', borderRadius: '12px' };
if (category === 'detractor') return { backgroundColor: '#fef2f2', padding: '20px', borderRadius: '12px' };
return { padding: '20px', borderRadius: '12px', border: '2px dashed #e2e8f0' };
}
});
npsSection.addRow(row => {
row.addRatingScale('npsScore', {
preset: 'nps',
label: 'How likely are you to recommend us to a friend or colleague?',
showCategoryLabel: true,
showSegmentColors: true,
showConfettiOnPromoter: true,
isRequired: true
});
});
// ============================================
// SECTION 2: Driver Analysis Matrix
// ============================================
const driversSection = form.addSubform('driversSection', {
title: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return 'What Makes Us Great?';
if (category === 'detractor') return 'Where Did We Fall Short?';
return 'Rate Your Experience';
},
isVisible: () => npsSection.ratingScale('npsScore')?.value() !== null,
customStyles: { backgroundColor: '#f8fafc', padding: '20px', borderRadius: '12px' }
});
driversSection.addRow(row => {
row.addMatrixQuestion('driverRatings', {
label: 'How would you rate us on these factors?',
rows: [
{ id: 'quality', label: 'Product/Service Quality', isRequired: true },
{ id: 'value', label: 'Value for Money', isRequired: true },
{ id: 'support', label: 'Customer Support', isRequired: false },
{ id: 'ease', label: 'Ease of Use', isRequired: true },
{ id: 'reliability', label: 'Reliability', isRequired: true },
{ id: 'innovation', label: 'Innovation', isRequired: false }
],
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 3: Top Recommendation Drivers (Promoters)
// ============================================
const promoterSection = form.addSubform('promoterSection', {
title: 'Top Reasons to Recommend',
isVisible: () => npsSection.ratingScale('npsScore')?.npsCategory() === 'promoter',
customStyles: { backgroundColor: '#ecfdf5', padding: '20px', borderRadius: '12px' }
});
promoterSection.addRow(row => {
row.addSuggestionChips('topReasons', {
label: 'Select the top 3 reasons you would recommend us:',
suggestions: [
{ id: 'quality', name: 'Outstanding quality' },
{ id: 'service', name: 'Excellent service' },
{ id: 'value', name: 'Great value' },
{ id: 'reliable', name: 'Very reliable' },
{ id: 'easy', name: 'Easy to use' },
{ id: 'innovative', name: 'Innovative solutions' },
{ id: 'trust', name: 'Trustworthy brand' },
{ id: 'responsive', name: 'Fast & responsive' }
],
min: 1,
max: 3,
alignment: 'center'
});
});
promoterSection.addRow(row => {
row.addStarRating('wouldBuyAgain', {
label: 'How likely are you to purchase from us again?',
maxStars: 5,
size: 'lg',
showCounter: true,
alignment: 'center',
showConfettiOnMax: true
});
});
// ============================================
// SECTION 4: Improvement Areas (Passives/Detractors)
// ============================================
const improvementSection = form.addSubform('improvementSection', {
title: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
return category === 'detractor' ? 'What Went Wrong?' : 'What Could Be Better?';
},
isVisible: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
return category === 'passive' || category === 'detractor';
},
customStyles: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
if (category === 'detractor') return { backgroundColor: '#fef2f2', padding: '20px', borderRadius: '12px' };
return { backgroundColor: '#fffbeb', padding: '20px', borderRadius: '12px' };
}
});
improvementSection.addRow(row => {
row.addCheckboxList('issueAreas', {
label: 'Which areas need improvement? (Select all that apply)',
options: [
{ id: 'quality', name: 'Product/service quality issues' },
{ id: 'price', name: 'Pricing too high' },
{ id: 'support', name: 'Poor customer support' },
{ id: 'usability', name: 'Difficult to use' },
{ id: 'reliability', name: 'Reliability problems' },
{ id: 'communication', name: 'Poor communication' },
{ id: 'speed', name: 'Slow delivery/response' },
{ id: 'expectations', name: 'Didn\'t meet expectations' }
],
orientation: 'vertical'
});
});
improvementSection.addSpacer({ height: '16px' });
improvementSection.addRow(row => {
row.addThumbRating('wouldTryAgain', {
label: 'Would you give us another chance if we addressed your concerns?',
size: 'lg',
showLabels: true,
upLabel: 'Yes, I would',
downLabel: 'Probably not',
alignment: 'center'
});
});
// ============================================
// SECTION 5: Detailed Feedback
// ============================================
const feedbackSection = form.addSubform('feedbackSection', {
title: 'Share Your Thoughts',
isVisible: () => npsSection.ratingScale('npsScore')?.value() !== null
});
feedbackSection.addSpacer({ height: '8px' });
feedbackSection.addRow(row => {
row.addTextarea('openFeedback', {
label: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return 'What specifically made your experience great?';
if (category === 'detractor') return 'Please tell us more about what disappointed you:';
return 'What would turn your experience from good to great?';
},
placeholder: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return 'Share the highlights of your experience...';
if (category === 'detractor') return 'Help us understand what went wrong...';
return 'Your suggestions for improvement...';
},
rows: 4,
autoExpand: true
});
});
// ============================================
// SECTION 6: Competitor Comparison
// ============================================
const comparisonSection = form.addSubform('comparisonSection', {
title: 'Compared to Alternatives',
isVisible: () => npsSection.ratingScale('npsScore')?.value() !== null
});
comparisonSection.addRow(row => {
row.addRadioButton('vsCompetitors', {
label: 'How do we compare to alternatives you\'ve tried?',
options: [
{ id: 'much-better', name: 'Much better' },
{ id: 'somewhat-better', name: 'Somewhat better' },
{ id: 'about-same', name: 'About the same' },
{ id: 'somewhat-worse', name: 'Somewhat worse' },
{ id: 'much-worse', name: 'Much worse' },
{ id: 'only-one', name: 'Haven\'t tried others' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 7: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Your Feedback Summary',
isVisible: () => {
const nps = npsSection.ratingScale('npsScore')?.value();
const matrix = driversSection.matrixQuestion('driverRatings')?.value();
return nps !== null && nps !== undefined && !!matrix && Object.keys(matrix).length > 0;
}
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const nps = npsSection.ratingScale('npsScore')?.value();
const category = npsSection.ratingScale('npsScore')?.npsCategory();
const drivers = driversSection.matrixQuestion('driverRatings')?.value() || {};
const topReasons = promoterSection.suggestionChips('topReasons')?.value() || [];
const issues = improvementSection.checkboxList('issueAreas')?.value() || [];
const comparison = comparisonSection.radioButton('vsCompetitors')?.value();
if (nps === null || nps === undefined) return '';
let emoji = category === 'promoter' ? '🌟' : category === 'passive' ? '🤔' : '😔';
let summary = `${emoji} Recommendation Analysis\n`;
summary += `${'═'.repeat(30)}\n\n`;
summary += `📊 NPS Score: ${nps}/10 (${category?.charAt(0).toUpperCase()}${category?.slice(1)})\n`;
// Calculate average driver score
const driverValues = Object.values(drivers) as string[];
if (driverValues.length > 0) {
const avg = driverValues.reduce((sum, v) => sum + parseInt(v as string), 0) / driverValues.length;
summary += `📈 Avg Driver Score: ${avg.toFixed(1)}/5\n`;
}
if (topReasons.length > 0) {
summary += `\n✨ Top drivers: ${topReasons.length} selected`;
}
if (issues.length > 0) {
summary += `\n⚠️ Issues flagged: ${issues.length} areas`;
}
if (comparison) {
const compLabels: Record<string, string> = {
'much-better': 'Much better than competitors',
'somewhat-better': 'Better than competitors',
'about-same': 'On par with competitors',
'somewhat-worse': 'Below competitors',
'much-worse': 'Far below competitors',
'only-one': 'No comparison made'
};
summary += `\n\n🏆 ${compLabels[comparison] || comparison}`;
}
return summary;
},
customStyles: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
const baseStyles = {
padding: '20px',
borderRadius: '12px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (category === 'promoter') {
return { ...baseStyles, backgroundColor: '#ecfdf5', borderLeft: '4px solid #10b981' };
} else if (category === 'passive') {
return { ...baseStyles, backgroundColor: '#fffbeb', borderLeft: '4px solid #f59e0b' };
} else if (category === 'detractor') {
return { ...baseStyles, backgroundColor: '#fef2f2', borderLeft: '4px solid #ef4444' };
}
return baseStyles;
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return 'Share Your Praise';
if (category === 'detractor') return 'Submit Feedback';
return 'Submit Survey';
},
isVisible: () => npsSection.ratingScale('npsScore')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') return 'Thank You for Your Support!';
if (category === 'detractor') return 'We Hear You';
return 'Thank You!';
},
message: () => {
const category = npsSection.ratingScale('npsScore')?.npsCategory();
if (category === 'promoter') {
return 'Your advocacy means the world to us. We\'re thrilled to have earned your recommendation!';
}
if (category === 'detractor') {
return 'We\'re sorry we fell short of your expectations. Your feedback is invaluable and we\'re committed to making things right.';
}
return 'Your insights help us improve. We appreciate you taking the time to share your experience with us.';
}
});
}
Frequently Asked Questions
What is a recommendation driver analysis?
Driver analysis identifies which factors most strongly influence whether customers recommend your brand. It goes beyond NPS to understand the 'why' behind scores, helping you prioritize improvements that will have the biggest impact on customer advocacy.
How is this different from a standard NPS survey?
A standard NPS survey asks 'would you recommend' and collects open feedback. This driver survey adds structured questions about specific factors (quality, service, price, etc.) so you can quantify which aspects most influence recommendations.
What factors should I measure?
Common recommendation drivers include: product/service quality, customer support, value for money, ease of use, reliability, innovation, and brand trust. Customize factors based on your industry and what matters most to your customers.
How do I use driver analysis results?
Correlate each driver score with NPS to find high-impact factors. Focus improvements on drivers that score low but correlate highly with recommendations. Amplify marketing around drivers where you excel.
When should I send this survey?
Send after customers have had meaningful experience with your product or service - typically 30-90 days after purchase. Avoid sending immediately after transactions when experience is limited.