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Sophie asks after every delivery how satisfied her customers are

Sophie sells loose tea. Three days after delivery she asks how it went: with a scale, two choice questions and a text field that only appears when something was not right.

The job

The situation

So far Sophie only heard back when something went wrong, as an email to customer service. Whether the packaging arrives well, whether shipping is fast enough and where new customers come from, she did not know.

Where the built-in tools stop

Shopware's product reviews belong to one product and sit on its page. A question about the delivery or the shop as a whole has no place there, and the contact form knows neither a scale nor a choice.

This is what the form looks like

Your opinion
How satisfied are you overall? *
What bothered you?below 7
The tin arrived dented.

Thank you! We would be glad of a review on the tea.above 8

Did the delivery arrive on time?
  • Yes
  • No
What did you like?
  • Range
  • Price
  • Packaging
  • Shipping
  • Advice
How did you find us?
Recommendation
Order number (optional)
10318

The follow-up "What bothered you?" appears below 7, the thank-you above 8; in between it stays with the choice questions.

What matters here

your-shop.example/admin
FormsCancelSave
FormStructureElement
Elements
#NameTypeWidth
1Your opinionGroup--
1.1SatisfactionSlider (range)1/1 - full row
1.2BotherMulti-line text (textarea)1/1 - full row
1.3NoticeSuccess message (green)1/1 - full row
1.4On timeSingle choice (radio)1/1 - full row
1.5LikesMultiple choice (checkboxes)1/1 - full row
1.6Row 6Row--
1.6.1SourceDropdown menu (select)1/2
1.6.2Order numberSingle-line text (text)1/2

Create top-level element

  • A scale from 0 to 10

    The slider has minimum 0, maximum 10 and a step of 1, prefilled with the default value 5. The value arrives as a number, so the column in the export can be sorted and calculated with.

  • Follow-up only for low scores

    Conditions on a slider compare numbers. "What bothered you?" has the rule "is less than 7", the green success message with the thank-you "is greater than 8". Whoever is happy is not held up with questions.

  • Three ticks at most

    For "What did you like?", "Max. selections" is set to 3. Whoever ticks everything says nothing; with three ticks it becomes a choice. The form does not accept more.

  • Where it sits

    As a block on the "Your opinion" shopping experience page. Sophie put the link to it into the shipping confirmation email, under Shopware's email templates; no assignment is needed.

    The three routes to the page

  • What comes back

    Without a context, one row per answer: the score as a number, punctuality, likes, source and, where present, the complaint and the order number. If the customer is signed in, they appear in the fixed columns.

    History, context and CSV

How to set it up

In the "Form" tab a thank-you is enough as the confirmation. A recipient address is there, but the email stays off.

your-shop.example/admin
FormsCancelSave
FormStructureElement
Base data
Customer feedback
Active
Confirmation
Success message (green)
Thank you for your feedback!
Email notification
feedback@your-shop.example
Active
  1. 01

    The "Email notification" stays off

    Feedback needs no email per answer. "Active" under "Email notification" stays off; Sophie reads the answers once a week in the history.

    TechnicalemailStatus

    Hereoff

  2. 02

    The "Value" of a condition as a number

    For the success message with the thank-you, Sophie picks the satisfaction field under "Conditions", "is greater than" and the value 8. The field accepts both comma and point.

    TechnicalgreaterThan

    Here8

  3. 03

    The "Form Manager" block

    In the "Your opinion" shopping experience Sophie drags the "Form Manager" block from the "Form" block category into a section and picks the "Customer feedback" form there.

    Technicaldvsn-form-builder

    HereCustomer feedback

0 to 10 in steps of 1: eleven levels. In October 120 answers, so 120 rows; columns: 14 fixed and 6 for the fields, 20 in all. The score sits as a number in a column of its own, the ticks for "What did you like?" comma-separated in one.

All settings in the manual

Questions about the feedback form

Do I need a plugin for customer feedback?

For a scale and choice questions, yes. Shopware's reviews belong to individual products, and the contact form has fixed fields. With the plugin you build the questionnaire in the administration, without a template.

Does the plugin analyse the answers?

It collects them: in the history with filters and as a CSV with one column per question. Averages and charts are done in the spreadsheet.

Is the feedback anonymous?

Only without signing in. If the customer is signed in, their account is attached to the submission, and name, customer number and email appear in the export. The "Customer type" filter separates "With customer account" and "Guest".

Can somebody answer more than once?

Yes, every submit becomes a submission of its own with its time. Duplicate answers show up in the export by the order number or the customer.

Can a questionnaire span several pages?

A form is one page. Longer questionnaires are divided with groups into sections with their own heading, and parts are revealed through conditions.

How do I get a month's answers?

In the history, set the "Form" filter to "Customer feedback" and "Date" to the month, then "Export CSV". All matching entries are exported, not just the visible page.

The other examples