Collect delivery feedback

Last updated: September 9, 2026

Delivery feedback lets a customer rate how their delivery went — with a rating and a quick reason — from their tracking page after drop-off. You choose the rating scale, from a simple thumbs up / down to a 0–10 or 1–5 scale. It's one feature that spans three places, so it helps to see the whole flow before setting it up:

  1. Customize the form the customer fills in — on the tracking page's Feedback tab.
  2. Send the customer the link to that form — with a notification that fires after the delivery is complete.
  3. Review the responses — in your reports.

Note

You may see this feature called driver feedback or provider feedback elsewhere. It's the same thing — the customer is rating their delivery experience.

1. Customize the feedback form

On Engage ▸ Tracking Customization, open the Feedback tab. It's a two-pane editor — a live preview of the form on the left, its settings on the right:

  • Rating Scale — how customers rate the delivery: Thumbs Up / Down (the default), NPS (0–10), or Stars (1–5).
  • Custom Title — the heading customers see. Its default follows the scale — "How was your experience?" for thumbs, an NPS recommend question for NPS, and "How would you rate your delivery?" for stars.
  • Thumbs Up/Down Ordering — whether the positive or negative option shows first. Appears only when the rating scale is Thumbs Up / Down.
  • Positive Feedback Options and Negative Feedback Options — the quick reasons a customer can tap after rating. Positive reasons show for a thumbs up, an NPS 9–10, or 4–5 stars; negative reasons for a thumbs down, an NPS 0–6, or 1–2 stars (a neutral rating shows none). Up to five each; edit or replace the defaults.

Select Save and confirm the change list. For every field and its default, see tracking page components reference.

2. Send customers the feedback link

The form doesn't reach customers on its own — you send them a link to it with a notification, timed to fire after the delivery finishes. Create it on Engage ▸ Notification Triggers (see create a notification trigger for the full drawer):

  • Type — Delivery Status Transition.
  • When Delivery Status transitions to — Dropoff Complete.
  • Delay Message — turn this on and set Send a number of minutes after the status transition (give the customer time to receive the delivery first — around 15 minutes is typical).
  • Message — write your ask and insert the Customer Feedback Link merge field ({{customer_feedback_link}}), which becomes each customer's link to their feedback form.
  • Send To — a destination that reaches the customer, such as their phone number by SMS. See manage notification destinations.

Enable the trigger and save. Now, about 15 minutes after each delivery is dropped off, the customer gets a message with a link to the feedback form you built in step 1.

3. Review the responses

Feedback comes back as a score — a higher score means a happier customer, whichever scale you chose (a thumbs up counts as the top score and a thumbs down the lowest) — so you can track satisfaction and spot deliveries that went badly. Responses surface in your reports and analytics; build a feedback report there to see scores over time and read the reasons customers chose.

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