Delivery Satisfaction Survey Submission
Also known as: Delivery CSAT Survey Submission, Post-Delivery Survey Submission, Delivery Feedback Submission, Delivery Rating Submitted
Fires when a customer submits a post-delivery satisfaction survey rating the delivery of an order or shipment. Carries the rating, scale and shipment context to read delivery CSAT by carrier, tier and SLA status.
Event Serialization
always
Business Use Case
["1️⃣ Logistics Manager: mean delivery_rating for one carrier stays below target for 2 weeks → opens a carrier review.","2️⃣ Customer Service Lead: a shipment is rated 1 or 2 → triggers proactive outreach within 24 hours.","3️⃣ Fulfilment Operations: low ratings cluster on late SLA status in one region → resets promise dates there."]
Business Criticality
Medium
Journey / Navigation Area
Engagement
Owning Function
Customer Service
Calculation Notes
["1️⃣ Fires on a successful survey submit (server 2xx or survey vendor callback); not on survey open, star hover or partial answers.","2️⃣ Serialization always; dedupe on survey_id + shipment_id and keep the first submit. An edited response is an update, not a second hit.","3️⃣ Required: form_type, form_id, survey_id, order_id, shipment_id, delivery_rating, rating_scale_max, days_since_delivery.","4️⃣ Optional: carrier, shipping_tier, fulfillment_method, tracking_number, survey_channel, has_comment, issue_reason.","5️⃣ Send delivery_rating raw with rating_scale_max, never as CSAT %; issue_reason is the preset issue option picked, null when none.","6️⃣ Needs analytics consent; no free text, names or email (has_comment flag only). Email/SMS surveys go server-side via Measurement Protocol.","7️⃣ SLA status and region are not sent: join delivery-confirmation on shipment_id. Never key on order_id alone for split shipments."]
Platform Events
| Platform | Event |
|---|---|
| Google Analytics 4 | submit_form |
| Adobe | form_submit |
Data Mappings
W3 Data Layer
{
"event": [
{
"eventInfo": {
"eventName": "submit_form",
"eventAction": "submit_form",
"type": "other"
}
}
],
"form": {
"formName": "delivery_survey",
"formID": "delivery_csat_v2"
},
"order": {
"orderID": "ORD-582931"
},
"shipment": {
"shipmentID": "SHIP-582931-1",
"trackingNumber": "1Z999AA10123456784",
"carrier": "UPS",
"shippingTier": "Standard",
"fulfillmentMethod": "ship_to_home"
},
"survey": {
"surveyID": "surv_9f2c4b1a",
"rating": 4,
"ratingScaleMax": 5,
"channel": "email",
"daysSinceDelivery": 2,
"hasComment": true,
"issueReason": null
}
}GA4 Data Layer
{
"event": "submit_form",
"form_type": "delivery_survey",
"form_id": "delivery_csat_v2",
"survey_id": "surv_9f2c4b1a",
"order_id": "ORD-582931",
"shipment_id": "SHIP-582931-1",
"tracking_number": "1Z999AA10123456784",
"delivery_rating": 4,
"rating_scale_max": 5,
"survey_channel": "email",
"carrier": "UPS",
"shipping_tier": "Standard",
"fulfillment_method": "ship_to_home",
"days_since_delivery": 2,
"has_comment": true,
"issue_reason": null
}Adobe Client Data Layer
{
"event": "form_submit",
"form_type": "delivery_survey",
"form_id": "delivery_csat_v2",
"survey_id": "surv_9f2c4b1a",
"order_id": "ORD-582931",
"shipment_id": "SHIP-582931-1",
"tracking_number": "1Z999AA10123456784",
"delivery_rating": 4,
"rating_scale_max": 5,
"survey_channel": "email",
"carrier": "UPS",
"shipping_tier": "Standard",
"fulfillment_method": "ship_to_home",
"days_since_delivery": 2,
"has_comment": true,
"issue_reason": null
}XDM Mapping
{
"eventType": "web.formFilledOut",
"web": {
"formDetails": {
"formName": "delivery_survey",
"formID": "form_id"
}
},
"_tenant": {
"orderInfo": {
"orderId": "order_id",
"shipmentId": "shipment_id",
"trackingNumber": "tracking_number",
"carrier": "carrier",
"shippingTier": "shipping_tier",
"fulfillmentMethod": "fulfillment_method"
},
"surveyInfo": {
"surveyId": "survey_id",
"deliveryRating": "delivery_rating",
"ratingScaleMax": "rating_scale_max",
"surveyChannel": "survey_channel",
"daysSinceDelivery": "days_since_delivery",
"hasComment": "has_comment",
"issueReason": "issue_reason"
}
}
}Source Data
Digital Analytics (GA4)
Dependencies
Prerequisite: List the dependencies required for this Event
Events:
Report Attributes
Carrier Shipping Tier Delivery SLA Status Delivery Region Fulfillment Method Survey Channel
Segment Eligibility
true
Governance
Dimensions
Governance & Metadata
GitHub
catalog/events/delivery-satisfaction-survey-submission.yml