Collect delivery feedback

Last updated: August 16, 2026

Delivery feedback lets a customer rate how their delivery went — a thumbs up or thumbs down, plus a quick reason — from their tracking page after drop-off. 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:

  • Custom Title — the heading customers see. Defaults to "How was your experience?".
  • Thumbs Up/Down Ordering — whether the positive or negative option shows first.
  • Positive Feedback Options and Negative Feedback Options — the quick reasons a customer can tap after choosing thumbs up or thumbs down. 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 thumbs up counts as the top score and a thumbs down as 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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