How do you track shipper satisfaction without survey fatigue?

Question

We run a lot of post-delivery surveys but response rates are tanking. Wondering if anyone has found a smarter way to capture feedback in logistics.

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Fatima Al-Hassan · Answer

We cut surveys down to a single post-delivery SMS with one rating question and an optional open field — response rates jumped from around 8% to 34%. Also worth layering in passive signals like delivery exception rates, re-delivery requests, and support ticket themes, since those tell you a lot without asking anything. Tools like Medallia or even a basic Zapier-to-Sheets setup can pull that operational data automatically.

How do you track shipper satisfaction without survey fatigue?

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