When to send it
Some orders go wrong however careful the kitchen is: a rider takes a detour, rain slows everything down, a bag tips over on a bike. Whether that customer orders again often depends on how you respond. This survey gives them an easy way to tell you, and gives you the details you need to put it right.
Use it in two places. When a customer complains on WhatsApp, reply with the link instead of asking a string of questions in chat. If you add their order number to the end of the link as ?ref=1234, the answer arrives already matched to that order. You can also print the QR code on the bag with a line such as "Late or cold? Tell us here", so people with a problem don't have to hunt for a way to reach you.
Why these questions
The first question lets customers tick everything that went wrong, because problems tend to come together: a late order is often a cold one too. When lateness is ticked, a follow-up asks roughly how late, in bands, which is easier to answer honestly than an exact time.
Asking where the order was placed separates problems you control from ones you share with a platform. A late app delivery usually means raising it with the app's support or adjusting your prep times on it; a late delivery by your own rider is a staffing or routing question.
The open question asks for anything that helps you trace the order, such as the time and the area. The last question collects contact details, and every field is optional. Its description says you'll only use them to follow up on this order, which is the honest reason for asking.
The apology code
Everyone who finishes gets a fixed apology amount: ₹100, $5 or £4 off their next order placed with you. Keep your own currency and remove the rest. A fixed amount reads as a gesture, where a percentage can feel like a sales offer. The code is shared to keep things simple. If you notice reports coming in just for the discount, switch to unique codes, or hand the code out yourself after checking the order.
The code doesn't replace a refund when one is due. Handle refunds through the app or your own payment system as usual.
What to do with the answers
Reply to every report that includes contact details, ideally the same day. A short, personal message saying what happened and what you've changed does more than the code does. Then look at the pattern each week: when the same area, time slot or dish keeps appearing, there's a reason. Cold food on long routes may need better insulated packaging; late orders at the dinner peak may need a shorter menu during those hours.
For everyday order quality, use order feedback for cloud kitchens. Online stores dealing with broken or wrong items can adapt the damaged or wrong item report, and the delivery experience survey looks at couriers more broadly.