Self-Service Experience Survey
The Self-Service Experience Survey evaluates how well customers can resolve issues independently using your self-service channels. Whether it's a knowledge base, customer portal, chatbot, or FAQ section, this survey measures task completion success, effort required, and channel satisfaction. Self-service is increasingly preferred by customers - this feedback helps you optimize the experience and reduce support ticket volume.
Try the Form
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export function selfServiceFeedbackSurvey(form: FormTs) {
// Self-Service Experience Survey
// Measures effectiveness of self-service channels (portals, chatbots, knowledge bases)
// Demonstrates: RatingScale (CES), ThumbRating, StarRating, EmojiRating, RadioButton, CheckboxList, Slider, dynamic styling
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'How Was Your Self-Service Experience?',
computedValue: () => 'Help us improve our self-help resources by sharing your experience.',
customStyles: {
backgroundColor: '#2563eb',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Task Completion Status
// ============================================
const taskSection = form.addSubform('taskSection', {
title: 'Task Completion'
});
taskSection.addRow(row => {
row.addThumbRating('taskCompleted', {
label: 'Were you able to find what you needed?',
showLabels: true,
upLabel: 'Yes, I found it',
downLabel: 'No, I couldn\'t',
size: 'lg',
alignment: 'center'
});
});
taskSection.addRow(row => {
row.addTextPanel('completionFeedback', {
computedValue: () => {
const completed = taskSection.thumbRating('taskCompleted')?.value();
if (completed === 'up') return '🎉 Great! We\'re glad our self-service resources helped.';
if (completed === 'down') return '😕 We\'re sorry you couldn\'t find what you needed. Please tell us more.';
return '';
},
customStyles: () => {
const completed = taskSection.thumbRating('taskCompleted')?.value();
const base = { textAlign: 'center', padding: '12px', borderRadius: '6px', marginTop: '8px' };
if (completed === 'up') return { ...base, backgroundColor: '#d1fae5', color: '#065f46' };
if (completed === 'down') return { ...base, backgroundColor: '#fee2e2', color: '#991b1b' };
return { display: 'none' };
},
isVisible: () => taskSection.thumbRating('taskCompleted')?.value() !== null
});
});
// ============================================
// SECTION 2: Self-Service Channel Used
// ============================================
const channelSection = form.addSubform('channelSection', {
title: 'Channel Used',
isVisible: () => taskSection.thumbRating('taskCompleted')?.value() !== null
});
channelSection.addRow(row => {
row.addRadioButton('channelUsed', {
label: 'Which self-service resource did you use?',
options: [
{ id: 'knowledge-base', name: 'Knowledge Base / Help Articles' },
{ id: 'faq', name: 'FAQ Section' },
{ id: 'chatbot', name: 'Chatbot / Virtual Assistant' },
{ id: 'portal', name: 'Customer Portal' },
{ id: 'video', name: 'Video Tutorials' },
{ id: 'community', name: 'Community Forum' },
{ id: 'other', name: 'Other' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 3: Effort Score (CES)
// ============================================
const effortSection = form.addSubform('effortSection', {
title: 'Effort Assessment',
isVisible: () => channelSection.radioButton('channelUsed')?.value() !== null,
customStyles: () => {
const score = effortSection.ratingScale('effortScore')?.value();
if (score !== null && score !== undefined) {
if (score >= 6) return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
if (score >= 4) return { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' };
return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
}
return { padding: '16px', borderRadius: '8px', border: '1px dashed #cbd5e1' };
}
});
effortSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was it to use our self-service resources?',
lowLabel: 'Very Difficult',
highLabel: 'Very Easy',
size: 'lg',
isRequired: true
});
});
effortSection.addRow(row => {
row.addTextPanel('effortLabel', {
computedValue: () => {
const score = effortSection.ratingScale('effortScore')?.value();
if (score === null || score === undefined) return '';
if (score >= 6) return '✨ Low Effort - Excellent!';
if (score >= 4) return '📊 Moderate Effort';
return '⚠️ High Effort - We need to improve';
},
customStyles: () => ({
textAlign: 'center',
fontWeight: 'bold',
padding: '8px',
marginTop: '8px'
}),
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
});
// ============================================
// SECTION 4: What Worked (for successful tasks)
// ============================================
const successSection = form.addSubform('successSection', {
title: 'What Worked Well?',
isVisible: () => taskSection.thumbRating('taskCompleted')?.value() === 'up',
customStyles: { backgroundColor: '#ecfdf5', padding: '16px', borderRadius: '8px' }
});
successSection.addRow(row => {
row.addCheckboxList('positiveAspects', {
label: 'Select what made your experience good:',
options: [
{ id: 'easy-find', name: 'Easy to find information' },
{ id: 'clear-content', name: 'Clear and helpful content' },
{ id: 'good-search', name: 'Search worked well' },
{ id: 'quick', name: 'Quick resolution' },
{ id: 'relevant', name: 'Relevant suggestions' },
{ id: 'up-to-date', name: 'Up-to-date information' }
],
orientation: 'vertical'
});
});
successSection.addRow(row => {
row.addStarRating('contentQuality', {
label: 'Rate the quality of the content you found',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
// ============================================
// SECTION 5: What Didn't Work (for failed tasks)
// ============================================
const failureSection = form.addSubform('failureSection', {
title: 'What Went Wrong?',
isVisible: () => taskSection.thumbRating('taskCompleted')?.value() === 'down',
customStyles: { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' }
});
failureSection.addRow(row => {
row.addCheckboxList('issueTypes', {
label: 'What problems did you encounter?',
options: [
{ id: 'not-found', name: 'Couldn\'t find the right article/answer' },
{ id: 'outdated', name: 'Information was outdated' },
{ id: 'unclear', name: 'Content was confusing' },
{ id: 'incomplete', name: 'Information was incomplete' },
{ id: 'search-failed', name: 'Search didn\'t return useful results' },
{ id: 'navigation', name: 'Hard to navigate' },
{ id: 'technical', name: 'Technical issues / errors' },
{ id: 'chatbot-failed', name: 'Chatbot couldn\'t understand me' }
],
orientation: 'vertical'
});
});
failureSection.addSpacer();
failureSection.addRow(row => {
row.addTextarea('whatWasMissing', {
label: 'What were you looking for that you couldn\'t find?',
placeholder: 'Describe the topic or question you needed help with...',
rows: 3,
isRequired: true
});
});
// ============================================
// SECTION 6: Escalation Question
// ============================================
const escalationSection = form.addSubform('escalationSection', {
title: 'Next Steps',
isVisible: () => taskSection.thumbRating('taskCompleted')?.value() === 'down'
});
escalationSection.addRow(row => {
row.addRadioButton('nextAction', {
label: 'What would you like to do next?',
options: [
{ id: 'try-again', name: 'I\'ll try searching again' },
{ id: 'contact-support', name: 'I need to contact support' },
{ id: 'resolved', name: 'Actually, I figured it out' },
{ id: 'give-up', name: 'I\'ll skip this for now' }
],
orientation: 'vertical'
});
});
// ============================================
// SECTION 7: Content Quality Rating
// ============================================
const qualitySection = form.addSubform('qualitySection', {
title: 'Content Quality',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
qualitySection.addRow(row => {
row.addSlider('relevanceScore', {
label: 'How relevant was the content to your needs?',
min: 1,
max: 10,
step: 1,
showValue: true,
unit: '/10'
}, '1fr');
row.addSlider('clarityScore', {
label: 'How clear and understandable was the content?',
min: 1,
max: 10,
step: 1,
showValue: true,
unit: '/10'
}, '1fr');
});
// ============================================
// SECTION 8: Overall Experience
// ============================================
const overallSection = form.addSubform('overallSection', {
title: 'Overall Experience',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
overallSection.addRow(row => {
row.addEmojiRating('overallSatisfaction', {
label: 'How satisfied are you with our self-service resources?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
overallSection.addSpacer();
overallSection.addRow(row => {
row.addTextarea('suggestions', {
label: 'How can we improve our self-service experience?',
placeholder: 'Your suggestions help us serve you better...',
rows: 3
});
});
// ============================================
// SECTION 9: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Your Feedback Summary',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const completed = taskSection.thumbRating('taskCompleted')?.value();
const channel = channelSection.radioButton('channelUsed')?.value();
const effortScore = effortSection.ratingScale('effortScore')?.value();
const contentQuality = successSection.starRating('contentQuality')?.value();
const satisfaction = overallSection.emojiRating('overallSatisfaction')?.value();
if (!effortScore) return '';
let emoji = completed === 'up' ? '✅' : '❌';
let effortLabel = effortScore >= 6 ? 'Low Effort' : effortScore >= 4 ? 'Moderate' : 'High Effort';
const channelLabels: Record<string, string> = {
'knowledge-base': 'Knowledge Base',
'faq': 'FAQ',
'chatbot': 'Chatbot',
'portal': 'Customer Portal',
'video': 'Video Tutorials',
'community': 'Community Forum',
'other': 'Other'
};
let summary = `${emoji} Self-Service Feedback\n`;
summary += `${'═'.repeat(30)}\n\n`;
summary += `📋 Task: ${completed === 'up' ? 'Completed' : 'Not Completed'}\n`;
if (channel) {
summary += `📱 Channel: ${channelLabels[channel] || channel}\n`;
}
summary += `\n📊 Effort Score: ${effortScore}/7 (${effortLabel})\n`;
if (contentQuality) {
summary += `⭐ Content Quality: ${contentQuality}/5 stars\n`;
}
if (satisfaction) {
const satLabels: Record<string, string> = {
'very-bad': 'Very Unsatisfied',
'bad': 'Unsatisfied',
'neutral': 'Neutral',
'good': 'Satisfied',
'excellent': 'Very Satisfied'
};
summary += `\n😊 Satisfaction: ${satLabels[satisfaction] || satisfaction}`;
}
return summary;
},
customStyles: () => {
const completed = taskSection.thumbRating('taskCompleted')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (completed === 'up') {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
} else {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
}
});
});
// ============================================
// 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 our self-service resources and make it easier for everyone to find the help they need.'
});
}
Frequently Asked Questions
What self-service channels does this survey cover?
The survey is designed for any self-service channel: knowledge bases, help centers, customer portals, chatbots, IVR systems, FAQ pages, video tutorials, community forums, and automated email responses. Customize the channel dropdown for your specific offerings.
How do I measure self-service success?
Key metrics include: task completion rate (did they solve their issue?), effort score (how easy was it?), escalation rate (did they need human help?), and channel satisfaction. This survey captures all these through smart conditional logic.
When should I show this survey?
Trigger after a self-service interaction: when exiting a help article, after chatbot conversation ends, upon portal session completion, or after using an automated tool. Avoid interrupting the self-service journey itself.
What if the customer couldn't complete their task?
The survey includes conditional paths for incomplete tasks. It captures what went wrong, what was missing, and offers escalation options. This feedback is invaluable for improving content and automation.
How does this reduce support tickets?
By identifying gaps in self-service content, confusing navigation, or missing topics, you can proactively improve the experience. Higher self-service success rates directly correlate with fewer support tickets and lower support costs.