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Porter improves service with CSAT surveys

Porter, India’s go-to logistics platform for on-demand mini-truck and two-wheeler deliveries, has embedded lightning-quick CSAT surveys at the very end of every trip. The moment a package is marked “delivered,” a slim survey sheet slides up in-app, showing a familiar five-emoji scale plus quick-select tags like “Driver Courtesy,” “Timeliness,” or “Package Handling.”

One tap locks in the score a second tap lets shippers add a short note or photo if something needs attention. Because the ask appears while the customer is still viewing fare details or tracking proofs, feedback feels like a natural last step never an extra chore. Porter pipes each rating straight to driver dashboards, city-level ops teams, and its real-time quality engine, so stellar partners get rewarded and issues are addressed within minutes, not days.

Why It Feels Effortless

Porter’s timing hits the “delivery high” while memories are vivid, yielding honest, actionable insights. The emoji scale echoes everyday chat reactions, so sharing sentiment takes under five seconds and virtually zero thought. Pre-filled tags curb typing, while optional comments keep the door open for nuance without forcing it.

Because the survey lives inside the same screen that shows trip cost and driver details, users stay in context and never juggle browser links or email forms. Behind the scenes, every tap fuels instant interventions auto-crediting drivers for great service, flagging consignments for review, or triggering proactive support calls. By keeping the survey tiny, timely, and transparently useful, Porter turns feedback into a trust-building micro-interaction that actually makes the next booking better.