- Automatic surveys after contact – short forms are sent to the client immediately after purchase, delivery, or support interaction, requiring no manual setup.
- Library of ready-made scenarios – choose proven NPS, CSAT templates or customize them for your brand in minutes.
- Smart response grouping – filter results by products, sales channels, regions, or specific couriers.
- Instant CRM integration – low ratings automatically become tasks for the responsible manager.
- Clear dashboards – satisfaction trends are visualized with charts and heatmaps.
- Multichannel data collection – email, SMS, QR codes, chatbots, and web pages operate from a single interface.
- Secure data processing – data stored on Russian servers with full compliance to Federal Law 152-FZ.
By type of business process
Rate the quality of customer service + delivery speed
Why should a business measure customer experience?
Finding hidden problems
Customers often notice things that are not reflected in the reports (for example, impoliteness of the courier or support staff, damaged packaging of goods).
Improve logistics
Comparing reviews with actual data helps to improve the service (adjust routes, predict arrival times more accurately, and improve communication).
Increase trust
By responding quickly to complaints, customers feel cared for and grateful. This affects their desire to buy again and recommend your company.
How will QForm help with this?
The following options are provided for users:
Question types for assessing service quality
Well-crafted questions help not only to collect ratings but also to understand what exactly went wrong and how to fix it. It’s important to include different formats to gather both quantitative and qualitative information.
- Scaled questions show satisfaction levels and allow comparing results over periods, touchpoints, and channels.
- Open-ended questions give clients the opportunity to express their opinions in their own words — these often contain the core of the problem.
- Leading and clarifying formulations help verify compliance with standards (e.g., deadlines or delivery conditions).
- Binary questions (yes/no) are convenient for quick analysis and calculating shares, especially in large samples.
By approaching question formulation thoughtfully, you collect data that can be immediately applied in work — not just for statistics, but to improve processes.
Service quality metrics
- Delivery Time
Measured actual time from order placement to delivery. Assesses logistics efficiency and tracks delays.
How would you rate the delivery speed of your order?
(scale from 1 to 5, where 1 — “very slow,” 5 — “very fast”) - On-Time Delivery
Percentage of orders delivered within the promised period. An important indicator of stability and accuracy in fulfilling customer promises.
Was your order delivered on time?
(answer options: Yes / No) - Customer Satisfaction (CSAT)
A brief survey where the client rates how satisfied they are with interaction with the company representative or the quality of service. Used to assess specific experiences.
How satisfied are you with the service quality during order placement and delivery?
(scale from 1 to 5 or 1 to 10) - Repeat Contacts and Complaints
The number of customers who contacted again about the same issue signals unresolved problems and weak spots in the process.
Did you have to contact us again regarding this order?
(options: Yes / No / Planning to contact) - Courtesy and Competence of Staff
Rated on a scale or open form. Helps control the quality of human interaction, which influences the overall impression of the company.
How would you rate the politeness and professionalism of the staff you interacted with?
(scale from 1 to 5 or stars) - Average Support Response Time
Shows how quickly the client receives a response. Important for evaluating communication accessibility and efficiency.
How quickly did you receive a response from support after contacting them?
(options: Within 1 hour / Same day / Next day / More than a day / No response)
How to interpret the results?
Reducing the number of deliveries on time
May indicate disruptions in specific regions, delivery service overload, or inaccuracies in arrival time calculation.
Compare data by geography, delivery type, and time of day.
Low ratings for couriers
Often related not only to behavior but also to external factors — delays, lack of uniform, unclear instructions. Analyze ratings in conjunction with the route, weather, or delivery time.
Complaints about lack of notifications
Indicate technical failures or unrefined processes. Check which channels fail most often — SMS, email, or push notifications in the app — and review the sending logic.
QForm Functional Capabilities
1. Create surveys without coding and start collecting feedback through a simple interface. Use scales, radio buttons, or emojis so clients can quickly rate delivery speed, courier politeness and appearance, and overall service impression.
2. Add checkboxes for specifics: delays, lack of notifications, rudeness, incorrect address — this way you immediately get structured data on problem areas. Include a text field so the client can describe the situation in their own words.
3. With branching logic settings, you can show additional questions only to those who expressed dissatisfaction — saving the client's time and providing the maximum useful information about the team's work.
4. Limit repeat submissions from the same device and set the form's active period to prevent result distortion and collect only relevant opinions.
5. Use filters by regions, employees, delivery types, or time of day. Highlight requests with ratings below 3 points and track how the service level changes by days or weeks.
What should I do with the survey results?
Find the right solutions and act:
Assign those responsible for the reviews: logistics responds to delivery problems, and support responds to service—related requests.
Discuss feedback within the team regularly: include feedback analysis in weekly meetings.
If the complaints are repeated, it is a sign of a problem in the process. Initiate training and review the instructions.
How to Turn Surveys into a Practical Tool
To collect honest and useful feedback, you don’t need to wait for a reason. It’s better to immediately integrate surveys into typical scenarios: after delivery, after closing a request, after a return.
The more precise the timing, the higher the chance of getting an honest answer. A person has just received an order or talked to an operator — they are in the moment and ready to share their opinion. For example, you can send an automatic email 10 minutes after receiving the package: “How was the delivery speed and the courier’s work?” This approach feels natural and doesn’t cause irritation. And if surveys are sent regularly, you see how the entire process works, not just individual episodes.
Define why you need feedback
Any data collection should bring change. Before launching a survey, it’s worth determining what task you are solving. For example, do you want to know how delivery speed changed after switching to a new logistics partner? Or how customers from small towns rate the service compared to big cities? A specific goal makes the results meaningful.
Data that is not applied is just numbers. But if you track how the situation changes week by week or by branches, you can see where improvements are. For example, if ratings increased in one region after changing the delivery schedule, it means the solution worked. QForm shows such dynamics by days, regions, and employees — this helps make decisions quickly, not just based on “feelings.”
Keep questions relevant
The survey form itself also needs regular updates. What you asked six months ago may no longer fit the current situation. Products, teams, and customers change — and questions should keep up with processes. Outdated surveys collect “routine” answers, not the real picture.
For example, you used to ask, “Are you satisfied with the courier’s work?”, but now delivery is contactless and the question has lost relevance. Or customers started complaining about lack of notifications — it’s worth adding a clarification: “Did you receive a message about the order’s arrival time?” Such adjustments don’t take much time, especially if you work through QForm. Relevant surveys are an opportunity to receive accurate and useful feedback without unnecessary noise.
Conclusion
QForm provides insight into how customers rate your service and delivery. With it, you can view each stage through the customer’s eyes: how quickly the order arrived, whether the courier was friendly, and how convenient it was to communicate with support. All responses are collected in a single dashboard, automatically sorted, and immediately available to those who can address the issue.
You can track dynamics by each segment: by regions, delivery services, specific couriers, or order types. This helps quickly identify weak points — and strengthen areas where the service already performs well.
You can also set up reminders and response rules — for example, automatically creating a task in the CRM if a customer gives a low rating. This simplifies the team’s work and ensures that no important signals are missed.
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