Warranty Service Feedback
A warranty claim is a critical customer touchpoint that can build or destroy brand loyalty. This comprehensive feedback form evaluates every step of the warranty service journey: initial claim process, communication during repair, technician quality, turnaround time, and final resolution. The Customer Effort Score (CES) component measures how easy the process was, while detailed ratings help identify specific improvement areas. Use this form after warranty repairs to optimize your service center operations.
Try the Form
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export function warrantyServiceFeedback(form: FormTs) {
// Warranty Service Feedback - Complete repair experience survey
// Demonstrates: StarRating x5, RatingScale (CES), Datepicker, ThumbRating, Dropdown, conditional visibility
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Warranty Service Feedback',
computedValue: () => 'Tell us about your repair experience',
customStyles: {
background: 'linear-gradient(135deg, #059669 0%, #047857 100%)',
color: 'white',
padding: '28px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Service Details
// ============================================
const detailsSection = form.addSubform('detailsSection', {
title: 'Service Details',
customStyles: { backgroundColor: '#f0fdf4', padding: '20px', borderRadius: '8px' }
});
detailsSection.addRow(row => {
row.addDropdown('serviceType', {
label: 'Type of service',
options: [
{ id: 'repair', name: 'Product Repair' },
{ id: 'replacement', name: 'Product Replacement' },
{ id: 'inspection', name: 'Inspection Only' },
{ id: 'parts', name: 'Parts Replacement' },
{ id: 'software', name: 'Software/Firmware Update' },
{ id: 'other', name: 'Other Service' }
],
placeholder: 'Select service type',
isRequired: true
}, '1fr');
row.addDropdown('productCategory', {
label: 'Product category',
options: [
{ id: 'electronics', name: 'Electronics' },
{ id: 'appliances', name: 'Home Appliances' },
{ id: 'computers', name: 'Computers/Laptops' },
{ id: 'mobile', name: 'Mobile Devices' },
{ id: 'audio', name: 'Audio Equipment' },
{ id: 'other', name: 'Other' }
],
placeholder: 'Select category'
}, '1fr');
});
detailsSection.addRow(row => {
row.addDatepicker('serviceDate', {
label: 'Date service was completed',
maxDate: () => new Date().toISOString()
}, '1fr');
row.addTextbox('referenceNumber', {
label: 'Service reference number (optional)',
placeholder: 'e.g., WRN-12345'
}, '1fr');
});
// ============================================
// SECTION 2: Customer Effort Score
// ============================================
const effortSection = form.addSubform('effortSection', {
title: 'Ease of Process',
isVisible: () => detailsSection.dropdown('serviceType')?.value() !== null,
customStyles: { backgroundColor: '#faf5ff', padding: '20px', borderRadius: '8px' }
});
effortSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was it to get your warranty service completed?',
size: 'lg',
isRequired: true
});
});
effortSection.addRow(row => {
row.addTextPanel('effortFeedback', {
computedValue: () => {
const effort = effortSection.ratingScale('effortScore')?.value();
if (effort === null || effort === undefined) return '';
if (effort >= 6) return 'Great! We aim to make warranty service effortless.';
if (effort >= 4) return 'Thank you. We are always working to simplify our process.';
return 'We apologize for the difficulty. Please share details below so we can improve.';
},
customStyles: () => {
const effort = effortSection.ratingScale('effortScore')?.value() ?? 4;
const baseStyles = { fontSize: '14px', padding: '12px', borderRadius: '6px', textAlign: 'center' };
if (effort >= 6) return { ...baseStyles, backgroundColor: '#dcfce7', color: '#166534' };
if (effort >= 4) return { ...baseStyles, backgroundColor: '#fef9c3', color: '#854d0e' };
return { ...baseStyles, backgroundColor: '#fee2e2', color: '#991b1b' };
},
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null
});
});
// Difficulty details for low effort scores
effortSection.addRow(row => {
row.addCheckboxList('difficulties', {
label: 'What made the process difficult?',
options: [
{ id: 'claim-process', name: 'Complicated claim submission' },
{ id: 'documentation', name: 'Too much documentation required' },
{ id: 'communication', name: 'Poor communication during repair' },
{ id: 'wait-time', name: 'Long wait times' },
{ id: 'multiple-contacts', name: 'Had to contact multiple times' },
{ id: 'shipping', name: 'Shipping/logistics issues' },
{ id: 'unclear-status', name: 'Unclear status updates' },
{ id: 'other', name: 'Other issues' }
],
orientation: 'vertical',
isVisible: () => {
const effort = effortSection.ratingScale('effortScore')?.value();
return effort !== null && effort !== undefined && effort <= 3;
}
});
});
// ============================================
// SECTION 3: Service Quality Ratings
// ============================================
const qualitySection = form.addSubform('qualitySection', {
title: 'Service Quality',
isVisible: () => effortSection.ratingScale('effortScore')?.value() !== null,
customStyles: { padding: '20px', borderRadius: '8px', border: '1px solid #e2e8f0' }
});
qualitySection.addRow(row => {
row.addStarRating('claimProcess', {
label: 'Claim submission process',
maxStars: 5,
size: 'md',
alignment: 'left'
}, '1fr');
row.addStarRating('communication', {
label: 'Communication during service',
maxStars: 5,
size: 'md',
alignment: 'left'
}, '1fr');
});
qualitySection.addRow(row => {
row.addStarRating('turnaroundTime', {
label: 'Turnaround time',
maxStars: 5,
size: 'md',
alignment: 'left'
}, '1fr');
row.addStarRating('repairQuality', {
label: 'Quality of repair/service',
maxStars: 5,
size: 'md',
alignment: 'left'
}, '1fr');
});
qualitySection.addRow(row => {
row.addStarRating('overallService', {
label: 'Overall service experience',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true
});
});
// ============================================
// SECTION 4: Technician Feedback (if applicable)
// ============================================
const technicianSection = form.addSubform('technicianSection', {
title: 'Technician/Staff Feedback',
isVisible: () => qualitySection.starRating('overallService')?.value() !== null,
customStyles: { backgroundColor: '#fff7ed', padding: '20px', borderRadius: '8px' }
});
technicianSection.addRow(row => {
row.addRadioButton('hadTechContact', {
label: 'Did you interact with a technician or service representative?',
options: [
{ id: 'yes', name: 'Yes' },
{ id: 'no', name: 'No' }
],
orientation: 'horizontal'
});
});
technicianSection.addRow(row => {
row.addStarRating('techProfessionalism', {
label: 'Professionalism',
maxStars: 5,
size: 'md',
isVisible: () => technicianSection.radioButton('hadTechContact')?.value() === 'yes'
}, '1fr');
row.addStarRating('techKnowledge', {
label: 'Technical knowledge',
maxStars: 5,
size: 'md',
isVisible: () => technicianSection.radioButton('hadTechContact')?.value() === 'yes'
}, '1fr');
});
technicianSection.addRow(row => {
row.addTextbox('technicianName', {
label: 'Technician name (if you remember)',
placeholder: 'Optional - helps us recognize great service',
isVisible: () => technicianSection.radioButton('hadTechContact')?.value() === 'yes'
});
});
// ============================================
// SECTION 5: Resolution Status
// ============================================
const resolutionSection = form.addSubform('resolutionSection', {
title: 'Resolution Status',
isVisible: () => qualitySection.starRating('overallService')?.value() !== null,
customStyles: { backgroundColor: '#f0fdf4', padding: '20px', borderRadius: '8px' }
});
resolutionSection.addRow(row => {
row.addThumbRating('issueResolved', {
label: 'Was your issue fully resolved?',
showLabels: true,
upLabel: 'Yes, fully resolved',
downLabel: 'No, not resolved',
size: 'lg',
alignment: 'center'
});
});
resolutionSection.addRow(row => {
row.addTextPanel('resolutionStatus', {
computedValue: () => {
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
if (resolved === 'up') return 'We are glad your issue was resolved!';
if (resolved === 'down') return 'We apologize that your issue was not fully resolved. Please tell us more below.';
return '';
},
customStyles: () => {
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
if (resolved === 'up') return { backgroundColor: '#dcfce7', padding: '12px', borderRadius: '6px', textAlign: 'center', color: '#166534' };
if (resolved === 'down') return { backgroundColor: '#fee2e2', padding: '12px', borderRadius: '6px', textAlign: 'center', color: '#991b1b' };
return { display: 'none' };
},
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() !== null
});
});
resolutionSection.addSpacer();
resolutionSection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: 'Please describe what is still unresolved:',
placeholder: 'Help us understand the remaining issue...',
rows: 3,
autoExpand: true,
isRequired: () => resolutionSection.thumbRating('issueResolved')?.value() === 'down',
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() === 'down'
});
});
// ============================================
// SECTION 6: Timeline Assessment
// ============================================
const timelineSection = form.addSubform('timelineSection', {
title: 'Timeline Assessment',
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() !== null,
customStyles: { padding: '20px', borderRadius: '8px', border: '1px solid #e2e8f0' }
});
timelineSection.addRow(row => {
row.addRadioButton('timelineMet', {
label: 'Was the service completed within the estimated timeframe?',
options: [
{ id: 'faster', name: 'Faster than expected' },
{ id: 'on-time', name: 'On time' },
{ id: 'slightly-late', name: 'Slightly late' },
{ id: 'significantly-late', name: 'Significantly late' }
],
orientation: 'vertical'
});
});
timelineSection.addRow(row => {
row.addInteger('actualDays', {
label: 'How many days did the service take?',
min: 1,
max: 90,
placeholder: 'Enter number of days',
isVisible: () => {
const timeline = timelineSection.radioButton('timelineMet')?.value();
return timeline === 'slightly-late' || timeline === 'significantly-late';
}
});
});
// ============================================
// SECTION 7: Future & Recommendations
// ============================================
const futureSection = form.addSubform('futureSection', {
title: 'Looking Forward',
isVisible: () => resolutionSection.thumbRating('issueResolved')?.value() !== null,
customStyles: { backgroundColor: '#eff6ff', padding: '20px', borderRadius: '8px' }
});
futureSection.addRow(row => {
row.addRatingScale('recommendService', {
preset: 'nps',
label: 'How likely are you to recommend our warranty service?',
showCategoryLabel: true,
showSegmentColors: true
});
});
futureSection.addSpacer();
futureSection.addRow(row => {
row.addTextarea('suggestions', {
label: 'How could we improve our warranty service?',
placeholder: 'Share any suggestions for improvement...',
rows: 3,
autoExpand: true
});
});
// ============================================
// SECTION 8: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Feedback Summary',
isVisible: () => qualitySection.starRating('overallService')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const serviceType = detailsSection.dropdown('serviceType')?.value();
const effort = effortSection.ratingScale('effortScore')?.value();
const overall = qualitySection.starRating('overallService')?.value();
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
const timeline = timelineSection.radioButton('timelineMet')?.value();
const recommend = futureSection.ratingScale('recommendService')?.value();
const serviceLabels: Record<string, string> = {
'repair': 'Product Repair',
'replacement': 'Product Replacement',
'inspection': 'Inspection',
'parts': 'Parts Replacement',
'software': 'Software Update',
'other': 'Other Service'
};
const timelineLabels: Record<string, string> = {
'faster': 'Faster than expected',
'on-time': 'On time',
'slightly-late': 'Slightly late',
'significantly-late': 'Significantly late'
};
let summary = '🔧 Warranty Service Feedback\n';
summary += `${'═'.repeat(35)}\n\n`;
summary += `📦 Service Type: ${serviceLabels[serviceType || ''] || 'Not specified'}\n`;
if (effort !== null && effort !== undefined) {
const effortLabel = effort >= 6 ? 'Easy' : effort >= 4 ? 'Moderate' : 'Difficult';
summary += `💪 Effort Score: ${effort}/7 (${effortLabel})\n`;
}
if (overall) {
summary += `⭐ Overall Rating: ${overall}/5 stars\n`;
}
if (resolved) {
summary += `✅ Issue Resolved: ${resolved === 'up' ? 'Yes' : 'No'}\n`;
}
if (timeline) {
summary += `⏱️ Timeline: ${timelineLabels[timeline]}\n`;
}
if (recommend !== null && recommend !== undefined) {
const category = recommend >= 9 ? 'Promoter' : recommend >= 7 ? 'Passive' : 'Detractor';
summary += `\n📢 NPS: ${recommend}/10 (${category})`;
}
return summary;
},
customStyles: () => {
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
const baseStyles = {
padding: '20px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (resolved === 'up') {
return { ...baseStyles, backgroundColor: '#dcfce7', borderLeft: '4px solid #22c55e' };
} else if (resolved === 'down') {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#f1f5f9', borderLeft: '4px solid #94a3b8' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Warranty Feedback',
isVisible: () => detailsSection.dropdown('serviceType')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: () => {
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
if (resolved === 'down') return 'Thank You - We Will Follow Up';
return 'Thank You for Your Feedback!';
},
message: () => {
const resolved = resolutionSection.thumbRating('issueResolved')?.value();
if (resolved === 'down') {
return 'We apologize that your issue was not fully resolved. A member of our team will contact you within 24 hours to address your concerns.';
}
return 'Your feedback helps us improve our warranty service. We appreciate you taking the time to share your experience with us.';
}
});
}
Frequently Asked Questions
When should we send this survey?
Send within 24-48 hours after the repaired product is returned to the customer. This timing ensures the experience is fresh while giving customers time to verify the repair quality.
What is Customer Effort Score (CES)?
CES measures how easy it was for customers to get their issue resolved. A 7-point scale from 'Very Difficult' to 'Very Easy' helps identify friction points in your warranty process that need simplification.
How do we improve warranty satisfaction?
Key drivers are: clear communication during the process, realistic timeline expectations, quality of repair, and courteous service. Focus on the lowest-scoring areas first. Proactive status updates often have the biggest impact.
Should we include technician ratings?
Yes, if customers interact directly with technicians. This helps identify training needs and recognize top performers. If repairs are handled centrally with no customer contact, this section can be hidden.
What's a good target for warranty service satisfaction?
Aim for 4+ stars overall satisfaction. CES should average above 5 (Easy). Resolution rate should be 95%+. Turnaround time expectations should be met 90%+ of the time.