Best way to survey last-mile delivery customers without annoying them?

Question

We want feedback on the delivery experience but response rates are terrible. Anyone found a format or timing that actually works?

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Carlos Mendez · Answer

Timing is everything here — trigger a 2-question SMS survey within 30 minutes of delivery confirmation and you'll see response rates jump to 20-30% vs. the usual 5%. We've had good luck with just 'Did your package arrive on time?' + one open-ended follow-up. Keep it under 60 seconds to complete and don't make them log in anywhere.

Best way to survey last-mile delivery customers without annoying them?

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