You were almost through checkout. What made you stop?
A
Cart Abandonment Survey
Evaluator agent · 2.2K uses
Evaluator Agent
Delivery Experience Feedback
Half your delivery complaints are about a promise you should not have made. Delivery is the longest stretch of the customer experience you do not control, and the feedback about it is almost always blended into one unusable number. This conversation walks the timeline from what was promised through to what arrived, finds the exact stage that broke, and captures who the customer holds responsible.
Repeat purchase protected
Carrier failures isolated
WISMO contacts reduced
Used 996+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
What was promised at checkout: date, speed and costWhether the promise heldThe exact stage where it brokeWhat the customer did in responseWho they hold responsible and whyHow it was resolved and whether that satisfied themThe effect on likelihood to reorder
Questions it always asks
The core fields every response captures.
Always establish what was promised before asking what happened
Always ask who they hold responsible and why
How it adapts
Follow-ups that change based on what people say.
If the delivery was late, ask whether tracking told them or whether they found out by waiting
If they contacted anyone, ask who and how quickly it was resolved
Where it routes people
Different paths for different answers.
Send carrier-specific failures to fulfillment with the lane attached
Escalate a promise the site should not have made to the ecommerce team
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #fulfillment in Slack when one carrier or lane fails repeatedly
Create a Zendesk ticket when an unresolved delivery issue surfaces
Write the delivery outcome back to the order record in Shopify
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation opens neutrally, without assuming anything went wrong, and establishes what was promised at checkout: the date, the speed, the cost. It then walks the stages in order, shipping confirmation, tracking, carrier handoff, final delivery, and identifies where reality diverged from the promise. If there was a gap it asks what the customer did about it, who they blame, how it was resolved, and whether it changed their willingness to order again.
Getting started
- 1
Trigger a few days after delivery is marked complete in your system
- 2
Capture the promised date and speed so the conversation can compare against it
- 3
Decide how results roll up: by carrier, by lane, by service level
- 4
Route promise-setting problems to ecommerce and carrier problems to fulfillment
Template Details
- Agent Type
- Evaluator
- Category
- Retail and e-commerce
- Industry
- Retail & E-commerce
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Shopify, Slack, Zendesk
- Times Used
- 996+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- A delivery satisfaction score blends your checkout promise, your warehouse, and a courier you do not employ into one number. When it drops, three different teams each have a reason to believe it was not them.
- Most delivery surveys ask whether the order arrived on time, which assumes the promise was reasonable. A parcel that arrived exactly when the courier intended can still be late against a date your site should never have displayed.
- Static forms rarely capture what the customer did when it went wrong. Whether they waited, contacted you, contacted the carrier or simply gave up determines both the support cost and the likelihood of a reorder.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation establishes what was promised before asking what happened, which is the only way to separate a carrier failure from an over-promise at checkout.
- It walks the stages in order, shipping confirmation, tracking, carrier handoff and final delivery, so the breakage point is specific enough to route to the right owner.
- Asking who the customer holds responsible captures attribution as the customer sees it, which often differs from the operational reality and is what actually drives their reorder decision.
What is a delivery experience survey?
It is post-delivery feedback covering the whole journey from the promise made at checkout to the parcel arriving, rather than a single satisfaction rating. The distinction matters because delivery is the longest part of the customer experience that a retailer does not directly control, and the failures come from at least three different places. Attributing them correctly is the difference between renegotiating a carrier contract and rewriting a delivery promise.
FAQ
Frequently Asked Questions
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