Post-Purchase Feedback & Service Recovery Form
Feedback is a gift, but only if it's actionable. This form is designed to separate the signal from the noise by using conditional logic: happy customers get a quick path to completion, while unsatisfied customers are immediately routed into a 'Service Recovery' flow.
Pro Tip: High-growth brands don't just look at the NPS score; they look at the delta between the score and the specific comments in the 'What could we improve?' section.
1. Customer Context #
Start by identifying the transaction. High-friction forms ask for too much personal data; only ask for what you can't already look up in your CRM.
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2. Core Metrics #
We use sliders for qualitative experience and a standard 0-10 scale for NPS. This provides the structured data you need for month-over-month reporting.
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Why this layout converts #
- Conditional Attention: The 'Service Recovery' block only triggers for scores of 6 or below. This prevents 'survey fatigue' for your happy promoters while ensuring detractors feel heard.
- Standardized NPS: By using a 0-10 select field, you can easily export this data to calculate your official Net Promoter Score without cleaning text strings.
- Closure: The final question regarding contact consent builds trust—it shows the feedback isn't just going into a black hole.