Template Questions
All 8 Delivery Feedback Questions
Eight questions that cover the complete delivery experience from kitchen to doorstep. Question 1 (order accuracy) is the most operationally important: every missing or wrong item drives disproportionate frustration and is the leading cause of negative platform reviews. It is also entirely preventable with better kitchen processes. Question 7 (ordering again) is your commercial health check: a customer who says no here is at risk of switching to a competitor and leaving a public review before they do.
01Was your order complete and accurate with nothing missing or incorrect?Scale 1–5
02How would you rate the food quality and how it arrived?Scale 1–5
03How well did the packaging keep your food in good condition during delivery?Scale 1–5
04How satisfied were you with the delivery speed relative to the estimated time?Scale 1–5
05How professional and courteous was the delivery driver or courier?Scale 1–5
06How good was the value for money including any delivery fees?Scale 1–5
07How likely are you to order from us again?NPS 0–10
08Is there anything specific about this order we should know?Open Text
Kitchen vs Courier
Which Problems Are Yours to Fix?
One of the most useful things this survey does is help you separate kitchen problems from courier problems. Knowing which side of the handover the issue falls on tells you whether to fix your kitchen processes or your delivery setup.
Kitchen controls
✓ Q1: Order accuracy
✓ Q2: Food quality
✓ Q3: Packaging choice
Q4 partly: preparation timing
Courier or delivery side
Q4 partly: pickup wait time
Q5: Driver professionalism
Q2 partly: temperature on arrival
Sample Results
Your Delivery Feedback Dashboard
After 94 post-delivery responses for a pizza and pasta ghost kitchen, order accuracy and packaging were the two gaps. Introducing a packing checklist per order and switching to insulated packaging for hot dishes improved Q1 and Q2 scores significantly over the following month:
Delivery Feedback · 94 responses · April 2026All delivery zones
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Order accuracy
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Order again
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Overall quality
Order complete and accurate3.6 / 5
Food quality on arrival3.8 / 5
Packaging quality3.4 / 5
Delivery speed4.2 / 5
Value for money3.9 / 5
FAQ
Frequently Asked Questions
Is this food delivery survey template free?
Yes. Free forever with no signup. Up to 100 responses free. Pro ($19/month) allows 10,000 responses and trend tracking across delivery zones and menu changes.
How is this different from a restaurant feedback survey?
A restaurant survey covers the in-person dining experience: ambience, service at the table, and the overall visit. This delivery survey covers the remote order experience: order accuracy, how food travelled, packaging integrity, delivery timing, and courier behaviour. The packaging and order accuracy questions are unique to delivery.
When should I send this survey?
Within 30 minutes of delivery confirmation. Response rates drop sharply after 2 hours because the meal experience fades. The ideal trigger is automatic: send via SMS or email as soon as the order status updates to delivered.
What is order accuracy and why does it drive reviews?
Order accuracy measures whether the customer received exactly what they ordered: no missing items, no wrong items, no unrequested substitutions. A single missing item generates disproportionate frustration because the customer cannot quickly resolve it the way they could in a restaurant. It is consistently the top driver of negative platform reviews on Uber Eats, Deliveroo, and Just Eat.
Can ghost kitchens and dark kitchens use this survey?
Yes. Ghost kitchens rely entirely on delivery feedback to understand their customer experience since there is no in-person interaction. Order accuracy (Q1), packaging quality (Q3), and food quality on arrival (Q2) are the three dimensions that ghost kitchens control entirely.
How do I collect feedback if I use a third-party platform?
Third-party platforms have their own review systems which you cannot control. Running your own survey gives you private, actionable data the platform does not share with you. It also gives early warning of issues before they turn into public negative reviews. Include a link in any post-order communications you control.
Can I use this for catering and corporate food delivery?
Yes. For corporate catering, adjust Q3 (packaging) to cover bulk packaging and Q5 (courier) to cover the professionalism of the delivery team. The order accuracy question is even more important for catering orders where a missing component can disrupt a meeting or event.
How do delivery reviews affect platform rankings?
On platforms like Deliveroo, Uber Eats, and Just Eat, your ranking is partly determined by your average rating and review volume. Private feedback collection before customers reach the platform review page lets you identify dissatisfied customers and offer to resolve their issue, reducing the chance of a public negative review.
What questions should a food delivery feedback survey include?
A good food delivery survey covers: order accuracy (was everything correct and nothing missing), food quality and presentation on arrival, packaging quality and whether it kept food hot or cold, delivery speed against the estimated time, experience with the driver or courier, value for money including delivery fees, likelihood to order again, and open feedback. This template covers all eight dimensions.
How is a food delivery survey different from a restaurant feedback survey?
A restaurant feedback survey covers the in-person dining experience: ambience, service, food quality on the plate, and the overall visit. A food delivery survey is specific to the remote ordering experience: order accuracy (was everything included), how food travelled, packaging integrity, delivery timing, and courier behaviour. The packaging and order accuracy questions are unique to delivery — they do not appear in restaurant surveys.
When should food delivery businesses send this survey?
Within 30 minutes of delivery confirmation. Response rates for food delivery surveys drop sharply after 2 hours because the meal experience fades. The ideal trigger is automatic: send via SMS or email as soon as the order status updates to 'delivered'. For direct ordering systems (not third-party platforms), this can be built into the order confirmation flow.
What is order accuracy and why does it matter for delivery ratings?
Order accuracy measures whether the customer received exactly what they ordered: no missing items, no substitutions they didn't request, and no wrong items. It is consistently the top driver of negative food delivery reviews on platforms like Uber Eats, Deliveroo, and Just Eat. A single missing item generates disproportionate frustration because the customer cannot quickly resolve it the way they could in a restaurant. Monitoring order accuracy through feedback allows kitchens to identify specific menu items or shifts with higher error rates.
How do I collect food delivery feedback if I use a third-party platform?
Third-party platforms like Uber Eats and Deliveroo have their own review systems, which you cannot control. Running your own feedback survey via your website, social media, or loyalty programme gives you private, actionable data that the platform does not share with you. It also gives you early warning of issues before they turn into public negative reviews on the platform. Include a link to your feedback survey in any post-order communications you control.
What is packaging quality and how does it affect food delivery satisfaction?
Packaging quality refers to whether the packaging kept food at the right temperature, prevented spillage, maintained food presentation, and did not crush or damage items during transit. Poor packaging is one of the most controllable and highest-impact dimensions in food delivery: food that arrives cold, spilled, or crushed scores badly regardless of how good the kitchen preparation was. Improving packaging is often the most cost-effective improvement a delivery kitchen can make to satisfaction scores.
Should food delivery feedback surveys be anonymous?
For general satisfaction data, anonymous surveys give more candid feedback about order errors or quality problems. For direct ordering systems where you want to offer remedies for poor experiences (a refund, a credit, or a replacement), non-anonymous mode allows you to link feedback to the specific order. Many direct-order platforms already collect customer contact details at checkout, making non-anonymous follow-up straightforward.
What is the connection between delivery reviews and restaurant platform rankings?
On platforms like Deliveroo, Uber Eats, and Just Eat, your restaurant's ranking in search results is partly determined by your average rating and review volume. Running private feedback collection before customers reach the platform review page allows you to identify dissatisfied customers and offer to resolve their issue privately, reducing the chance of a public negative review. It also identifies satisfied customers you can encourage to leave a public review, which improves your platform ranking.
What is delivery speed and how do I improve low scores?
Delivery speed satisfaction measures whether the order arrived within or close to the estimated time. Low scores can indicate: inaccurate time estimates being communicated at checkout (fix by improving algorithm accuracy), kitchen preparation delays (fix by reviewing prep times for specific menu items), courier pickup waiting times (fix by preparing orders to arrive as the courier arrives, not before), or coverage area problems (fix by restricting the delivery radius during peak periods).
Can I use this survey for catering and corporate food delivery?
Yes. For corporate catering and bulk food delivery, adjust Q3 (packaging) to cover bulk packaging and Q5 (courier experience) to cover the professionalism of the delivery team. The order accuracy question (Q1) is even more important for catering orders where a single missing component can disrupt a meeting or event.
How does food delivery feedback differ across breakfast, lunch, and dinner?
Satisfaction drivers vary by meal period. Breakfast and lunch orders prioritise speed because customers are often ordering during time-constrained periods. Dinner orders prioritise food quality and packaging because customers are more likely to be eating with others and have higher quality expectations. Running separate surveys per meal period, or filtering your aggregated data by time of day, reveals which specific improvements to prioritise for each period.
What is a ghost kitchen and how is it different from a restaurant?
A ghost kitchen, dark kitchen, or virtual kitchen is a food preparation facility that operates exclusively for delivery orders with no dine-in space or walk-in customers. Ghost kitchens may operate multiple brands from the same kitchen. Because there is no front-of-house interaction, customer feedback is the only window into the customer experience. Systematic feedback collection is therefore more critical for ghost kitchens than for restaurants that can observe and respond to customer reactions directly.
What is the most important food delivery survey question?
Question 1 (order accuracy) generates the most impactful data for kitchen operations. Order accuracy errors are preventable, high-frequency, and the primary driver of negative platform reviews. Question 7 (likelihood to order again) is the most important commercial metric: repeat order rate is the primary driver of delivery business profitability, and identifying customers who score this below 3 gives you time to intervene with a remedy before they switch to a competitor.
Catch the issues before they become platform reviews
8 questions. Send within 30 minutes of delivery. Order accuracy tracked.
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