When to send it
This is for businesses that run their own deliveries, with in-house riders or a small local fleet, and want to know how each person is doing. Send the link on WhatsApp shortly after the order changes hands, while the doorstep moment is still fresh. It's four quick taps, and the comment box is optional.
To see results per person, add the rider's code to the link, for example ?rider=R12. The survey declares rider as a hidden field, so every answer is tagged: analytics counts answers per rider, and the CSV export has a rider column for comparing ratings. Use a short staff code rather than a full name: it keeps names out of exported data and works just as well for spotting patterns.
Why these questions
The first question is a five-star rating of the delivery. Stars are what people know from delivery apps, so nobody has to think about the scale.
What comes next depends on the stars. Four or five shows a checklist of what went well: on time, polite, careful with the order, followed the instructions, easy to reach. Three or fewer shows the matching list of what went wrong. The lists mirror each other on purpose, so after a few weeks you can see whether a rider's praise and complaints gather around the same thing, such as timing.
An optional comment box at the end catches whatever the lists miss.
Why there's no coupon
This rating goes out after routine deliveries, perhaps several a week to the same household. A coupon each time would cost far more than the feedback is worth and would teach customers to expect a discount with every order. There's a second reason too: a rating that affects someone's job should be as honest as possible, without any hint that a kind answer earns something.
Using the ratings fairly
Judge riders on a pattern over many deliveries, never on one bad rating. Some low scores are about things the rider couldn't control, like a late dispatch from the kitchen or a wrong address, so read the checklist answers before drawing conclusions. Share the good answers with the team as often as the bad ones; specific praise from customers is motivating and costs nothing.
If most complaints are about lateness rather than the rider's manner, look at your dispatch times before you look at the people. For food businesses, the late or cold order report lets customers flag a bad delivery in detail, and for parcels the delivery experience survey covers the whole journey from dispatch to doorstep.