How it works

Follow these 4 simple steps to start collecting customer feedback automatically after deliveries

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Fulfillment Status is Delivered
App connector: Tracktor • Time to complete: 0 minutes (Auto-configured)
Why this matters: This trigger monitors your shipment tracking system to detect when orders reach customers, ensuring surveys are sent at the optimal moment when the delivery experience is fresh in their minds.

The workflow automatically activates when Tracktor detects that a fulfillment status changes to "delivered." This step requires no configuration from you - it simply monitors your shipping data and captures the order ID when delivery confirmation occurs. The trigger passes the order information to the next step so the workflow can retrieve complete order details. This step runs in the background and requires your Tracktor integration to be properly connected to your shipping carriers.

Retrieve Order
App connector: Shopify • Time to complete: 0 minutes (Auto-configured)
Why this matters: This step pulls complete order details from Shopify using the order ID captured by the trigger, ensuring the workflow has access to customer contact information needed for survey delivery.

The step automatically fetches the full order record from your Shopify store, including customer email, order total, product details, and purchase date. No configuration is required - the step uses the order ID from the previous trigger to locate the correct order in your Shopify admin. This data gets stored temporarily and passed to subsequent steps so the survey can be properly personalized and delivered to the right customer. The retrieval happens instantly and includes all standard order fields.

Delay
App connector: Delay • Time to complete: 1 minute
Why this matters: This pause gives customers time to unpack, use, or evaluate their purchase before asking for feedback, resulting in more thoughtful and accurate survey responses.

You'll configure how many days to wait after delivery before sending the NPS survey. The system will prompt you with "How many days would you like to wait?" where you can enter any number (default is 1 day). Most businesses find 1-3 days works well - long enough for customers to experience the product but not so long that the purchase becomes a distant memory. During this waiting period, the order information stays stored and ready for the final survey step.

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Send (Create or Update) People
App connector: Delighted • Time to complete: 0 minutes (Auto-configured)
Why this matters: This step creates the customer profile in Delighted and triggers the actual NPS survey delivery, completing the feedback loop by connecting your order data with your survey platform.

The workflow automatically maps the customer's email address from the Shopify order to your Delighted account and sends them an NPS survey. The system handles the technical mapping between platforms - it takes the email field from the order data and creates or updates the customer record in Delighted, then triggers survey delivery. If the customer already exists in Delighted, their profile gets updated with the latest information. The survey will arrive in the customer's inbox according to your Delighted account settings and survey templates.

Make it your own

Customize this workflow even further:

Add multiple survey triggers
Set up separate workflows for different delivery types (same-day, expedited, standard) with customized delay periods and survey questions for each shipping method.
Connect feedback to customer segments
Route high NPS scores to your email marketing platform for upsell campaigns, while routing low scores to your support team for immediate follow-up.
Store survey responses in spreadsheets
Capture NPS scores, comments, and customer details in Google Sheets for trend analysis and reporting across different time periods and product categories.
Deploy AI for response analysis
Let AI agents analyze survey comments to automatically categorize feedback themes, detect urgent issues, and suggest appropriate follow-up actions for your team.

Frequently asked questions

How long after delivery should I wait before sending the NPS survey?
Most businesses see the best response rates waiting 1-3 days after delivery. One day works well for consumable products that customers use immediately, while 2-3 days is better for items that need assembly or have a learning curve. You can test different delays and adjust based on your response rates.
Will customers receive multiple surveys if they place several orders?
Yes, each delivered order triggers its own survey workflow. However, Delighted has built-in throttling features that prevent survey fatigue by limiting how frequently the same customer receives surveys, which you can configure in your Delighted account settings.
What happens if Tracktor doesn't detect delivery for an order?
The workflow only triggers when Tracktor receives a "delivered" status from your shipping carrier. If tracking information is incomplete or carriers don't provide delivery confirmation, no survey will be sent for that order. You can monitor this in your MESA activity logs and manually trigger surveys if needed.
What is a template?
Templates are pre-made workflows by our team of experts. Instead of building a workflow from scratch, these have all the steps needed to complete the task.
Can I personalize a template?
Yes! Every step can be customized to meet your exact requirements. Additionally, you can even add more steps and make it more sophisticated.
Are templates free?
Yes! Our entire library containing hundreds of templates are free to use and customize to your exact needs.

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