Customer Feedback Survey for Logistics

# Customer Feedback Survey - Logistics

## Purpose
Send after project completion or quarterly to existing clients to measure satisfaction and identify improvement opportunities.

## When to Use
A balanced feedback survey with NPS rating, open-ended questions, and specific service quality ratings to capture actionable client sentiment.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your logistics business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (HubSpot or Zapier)

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## Customer Feedback Survey

**Purpose:** Capture actionable client feedback to measure satisfaction, identify improvement opportunities, and build a library of testimonials.

### Section 1: About You
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| Your Name | Text | No | - | Jane Smith |
| Company Name | Text | No | - | Acme Pty Ltd |
| Email Address | Email | No | Valid email format | jane@company.com.au |

### Section 2: Overall Experience
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| How likely are you to recommend us to a colleague or friend? | Scale (0-10) | Yes | NPS scale | 0 = Not at all likely, 10 = Extremely likely |
| Overall, how satisfied are you with our service? | Radio | Yes | - | Very Satisfied / Satisfied / Neutral / Dissatisfied / Very Dissatisfied |
| How well did we understand your business needs? | Radio | Yes | - | Excellent / Good / Average / Below Average / Poor |

### Section 3: Service Quality Ratings
*Please rate the following on a scale of 1 (Poor) to 5 (Excellent):*

| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| Quality of work delivered | Star Rating (1-5) | Yes | - | - |
| Communication throughout the project | Star Rating (1-5) | Yes | - | - |
| Timeliness of delivery | Star Rating (1-5) | Yes | - | - |
| Value for money | Star Rating (1-5) | Yes | - | - |
| Responsiveness to questions or concerns | Star Rating (1-5) | Yes | - | - |
| Professionalism of our team | Star Rating (1-5) | Yes | - | - |

### Section 4: Open Feedback
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| What did we do well? | Textarea | No | Max 1000 characters | Tell us what you appreciated most... |
| What could we improve? | Textarea | No | Max 1000 characters | We genuinely want to know how we can do better... |
| Is there anything else you would like to share? | Textarea | No | Max 500 characters | Any other feedback... |

### Section 5: Testimonial Permission
| Field | Type | Required | Validation | Placeholder |
|-------|------|----------|------------|-------------|
| May we use your feedback as a testimonial on our website? | Radio | No | - | Yes, with my name and company / Yes, but keep it anonymous / No |

### Conditional Logic
- If NPS score is 0-6 (Detractor), trigger internal alert to account manager for follow-up within 24 hours
- If NPS score is 9-10 (Promoter), show testimonial permission question and a "Thank you for the kind words" message
- If "What could we improve?" is filled in, trigger task in project management tool for review

### Submission
- **Button text:** "Submit Feedback"
- **Confirmation message:** "Thank you for taking the time to share your feedback. Your input helps us continuously improve our service."
- **Notification:** Send summary to [Team Slack Channel] and log in CRM against client record

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**Complexity:** simple | **Setup time:** 10 minutes | **Tools:** HubSpot, Zapier, Slack

Note: This template has been tailored for logistics businesses in Australia. Adjust terminology and compliance references to match your specific context.