How do you track shipper satisfaction without annoying them with long surveys?

Question

Working on a CX study for a mid-size freight company and response rates are terrible. Looking for quicker ways to capture feedback without a 20-question form.

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James O'Brien · Answer

Drop it to a single post-shipment question — something like 'How likely are you to use us again?' on a 0-10 scale, then trigger a short follow-up only if they score below 7. We ran this for a regional carrier and response rates jumped from 12% to 34%. Tools like Delighted or even a simple SMS link make it nearly frictionless.

How do you track shipper satisfaction without annoying them with long surveys?

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