Inspiration Gallery
Swiggy measures satisfaction using CSAT
Swiggy, India’s iconic orange-branded food-delivery app, bakes a lightweight CSAT check into the very last step of every order. The moment a delivery partner marks an order “delivered,” a compact sheet slides up on the live-tracking screen with a five-point smiley scale and a few quick-select tags like “Packaging,” “Temperature,” or “Delivery Time.” A single tap logs the rider restaurant combo’s score, a second tap lets customers add a short note or photo if something needs attention.
Because the prompt appears while the customer is still looking at the order details checking bill totals or confirming cutlery, the experience feels like a natural part of the flow, not an extra chore. Swiggy pipes these instant ratings to restaurant dashboards, delivery-partner scorecards, and its own quality control engine closing the feedback loop in real time and allowing the platform to reward stellar service or step in when things go wrong.
Why It Feels Effortless
The timing is perfect: feedback is requested at the “fresh bite” moment when satisfaction is clearest, so users don’t have to recall details later. The emoji style scale taps into familiar social gestures, making rating instinctive and practically friction-free. Because everything happens inside the app no email surveys, no redirects customers stay in context and can complete the task in under five seconds. Pre filled tags reduce typing, while optional comments keep the door open for nuance without forcing it.
Behind the scenes, Swiggy turns each tap into immediate actions auto-crediting riders, adjusting restaurant quality scores, or triggering refunds so users see tangible results from their feedback. By keeping the ask tiny, timely, and transparently useful, Swiggy transforms a simple rating into a trust-building micro-interaction that never slows the journey to the next order.
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