Capturing feedback post-delivery is essential for organisations focused on high service standards. Customer feedback forms are highly customisable. You can use them to capture customer sentiment in a range of ways, and even redirect customers to external platforms like Google Reviews based on their review.
Feedback form types
There are three different types of feedback forms available for you to use.
Customer satisfaction (CSAT): This method uses emojis ranging from a sad to a happy face to express how satisfied your customer is with their delivery.
Star rating: This method uses a configurable number of stars to express how satisfied your customer is with their delivery.
Thumbs up/thumbs down: This method uses a single thumbs up or thumbs down to express that your customer is either satisfied or not satisfied with their delivery.
CSAT rating | Star rating | Thumbs up/thumbs down rating | Normalised score |
Very dissatisfied face | 1 star | Thumbs down | 0 |
Dissatisfied face | 2 stars | — | 0.25 |
Neutral face | 3 stars | — | 0.5 |
Satisfied face | 4 stars | — | 0.75 |
Very satisfied face | 5 stars | Thumbs up | 1 |
If you have your rating type set as thumbs up/thumbs down, a thumbs up is given a normalised score of 1, and a thumbs down is given a normalised score of 0. Additionally, configuration options for neutral ratings are turned off, because it is not possible for your customers to provide a neutral rating with this feedback type.
Rating reason comments
When your customer has selected a rating, by clicking on an emoji, a star, or a thumb, you can ask for additional information using rating reason comments. These are configurable buttons that are shown to your customer depending on the sentiment of the rating they gave.
For example, if a customer provided positive feedback, you might ask for further information by providing buttons stating "Delivered on time", "Good driver", and "Parcel packed well". Customers can click as many responses as they like, or select an option that allows them to leave their own comment.
You can configure rating reason comments for positive, neutral, and negative ratings. There is no character limit for the reasons, but very long text might overflow the size of the button causing it to scroll from side to side, so we recommend you keep the text as short as possible for accessibility reasons.
The 'other' option that allows customers to provide their own reason is automatically appended to the options you configure. The text of this question is configurable, or you can choose not to offer a free text option.
The default rating reason comments are:
Positive sentiment:
Delivered on time
Parcel packed well
Good driver
Good customer service
Neutral sentiment:
Average delivery time
Standard packaging
Average driver interaction
Average assistance
💡 NOTE: If you have your rating type set as thumbs up/thumbs down, you can only configure rating reasons for positive and negative ratings, because it is not possible for your customers to provide a neutral rating with this feedback type.
Negative sentiment:
Late delivery
Poorly packaged
Rude driver
Poor customer service
You can add your own comments, and edit the existing comments to suit your own operational requirements.
Post-submission options and external links
After your customer has submitted their review, you can choose to show them a message of thanks, and optionally give them a link to provide further feedback. These are configurable based on the sentiment of the feedback.
The acknowledgement of feedback is a simple headline, which you can use to thank your customers for the feedback. Beneath that is shown a follow up message. Use this space to write a longer message and optionally direct them to an external link. You can also optionally configure a button that links to a site such as an external reviews site, or your internal customer support portal.
Create and configure a feedback form
To get started, you need to create a form entity that defines how you collect ratings.
In the NowGo dashboard, click your email address in the top right corner, and select Settings.
In the Customer communications section, click Customer feedback forms.
Click Add a New Form.
In the Edit feedback form screen, complete these details:
In the Name field, type a name for your form. For example, "Post-purchase survey".
In the Form Type field, select CSAT, Star rating, or Thumbs up/Thumbs down. For more information on the different types, see the types of feedback forms section in this article.
In the Rating messages section, complete these details:
In the Rating request field, type the question you want to ask your customers. For example, "How was your delivery today?".
In the Post-rating message field, type the text to display after the customer has provided a rating. For example, "Thanks for your feedback!"
In the Rating reason prompt field, type the text to display above the rating reason comments. For example, "Select the reason for your rating. You can select more than one option."
In the Positive sentiment settings tab, configure the reasons someone might give for a good experience. Repeat for the Neutral sentiment settings and the Negative sentiment settings tabs. For more information, see the Rating reason comments section in this article.
In the Post-submission states and external links section, toggle the option on to enable. If you toggle the option off, or leave the fields unconfigured, then the feedback form closes when the feedback is submitted. To configure the post-submission message, complete these details:
In the Acknowledgement of feedback field, type a short message to use as a headline. For example, "Thanks for the feedback!"
In the Follow-up message field, type a longer message. If you intent to include a link, make sure you explain what the link is for in this section. For example, "Thanks for giving feedback. If you like, you can also post a review on Google Reviews."
In the External link message field, type the text to appear on the button. For example, "Rate us on Google"
In the URL field, type the URL for the button to send the user to.
Click Save changes at the top of the screen to save your new feedback form.
Enable feedback on the tracking page
When your feedback form is ready, you need to attach it to a communication workflow to make it live for your customers.
In the NowGo dashboard, click your email address in the top right corner, and select Settings.
In the Customer communications section, click Communications plans.
Locate your communications plan, or create a new one. For more information about creating communication plans, see the Create customer communications article.
In the Tracking page update section, ensure the toggle is on, and at least one of email or SMS is active. You should also check that the messages configured for your chosen communication method include the
{{tracking_link}}dynamic field.In the Capture customer feedback field, select the feedback form you want to use.
Click Save changes at the top of the screen to save your communication plan changes.
View feedback
You can review your feedback by looking at the workflow completion information for an individual stop.
Alternatively, you can download the workflow completions report from the dashboard.
Viewing feedback reports
In the NowGo dashboard, click Reports.
Navigate to the Workflow completions report.
Select the start and end dates for your report.
Click Generate and export (.csv) to generate a CSV file, or click Generate and export (.xlsx) to generate a Microsoft Excel spreadsheet.