Feedback form
A form that asks for the reason first and only then asks questions: a bug, an idea, praise, a complaint and a question each run down their own branch. Of twenty blocks one person walks through five or six.
Who it is for and when to run it
Use this form when very different people contact you for very different reasons. One found a bug and wants it fixed. Another wants to say thanks. A third is angry. Give them all a single «Your message» box and your support team ends up sorting emails by hand and asking half of them to explain again.
Put it where people have already decided to speak up: a «Contact us» link in the site footer, a menu item in the user account, a button in the app, or a survey widget on the page. You can also send it to your customer list once a quarter, but its permanent home is your site.
If all you want is one loyalty number, this form is overkill. For a recurring loyalty read, the five-block NPS survey fits better, and a single support ticket is better rated with the short CSAT survey.
What the template is made of
Every block in the order it sits in the builder. Branching decides which of them a given person actually sees.
- Tell us how you find our service Text block
The welcome screen defuses the «here comes a long questionnaire» fear by promising the questions will adapt to the situation.
- What brought you here? Cards
The fork for the whole form. Emoji cards are quicker to scan than a list, and the choice decides which of five paths the person follows. It’s required, otherwise the logic graph has nowhere to go.
- Which section is broken? Dropdown
Bug path. A dropdown of product areas tells your developers where the problem lives and later shows which area breaks most often.
- Describe exactly what happened Long answer
The core of the bug report. The placeholder asks for three things: what you did, what you expected, what happened. That makes the report reproducible without a back-and-forth.
- Attach a screenshot if you have one Image upload
A screenshot saves a paragraph of text. Optional, because many people don’t have one to hand.
- Logs, screen recordings or other files File upload
Logs or a screen recording for tricky cases. File upload unlocks on the Pro plan; delete the block if you don’t need it.
- Which section does the idea relate to? Single choice
Idea path. The product area is picked from a list so ideas can be grouped instead of read in one long pile.
- Tell us more about the idea Long answer
The idea in the person’s own words. The placeholder asks what problem it would solve, which is more useful than a finished solution from a user.
- Attach a mockup, sketch or reference Image upload
A mockup or reference, if the person has already sketched how it should look. Optional.
- Give the service an overall rating Star rating
The praise path opens with an overall star rating, the only numeric score in the whole form.
- What did you like most? Multiple choice
What they liked, as multiple choice. It shows which strengths people notice on their own, without marketing prompting them.
- What would you like added? Long answer
An open box after the praise. Happy users often mention what they’re missing, and that’s one of your best sources of ideas.
- Describe the situation in detail Long answer
The complaint path opens with a detailed description. The placeholder asks not just what happened but why it was upsetting.
- A screenshot of the situation, if you have one Image upload
A screenshot of the situation. For complaints about a wrong order or a rude reply, it often settles the matter.
- How do you feel about the service right now? Emoji rating
An emoji scale at the end of the complaint shows how damaged the relationship is right now, so you know whom to answer first.
- What is your question about? Long answer
Question path. The placeholder asks people to be specific, so the question can go straight to the right person.
- A screenshot for your question, if you have one Image upload
A screenshot for the question, so nobody has to describe «where that button is» in words.
- What should we call you? Short answer
A name for the reply. Optional, because some people prefer not to give one.
- Email for our reply Email
Email is required because every message needs a reply. All five paths meet on this screen.
- Consent to processing the request Consent
Consent to process contact details for the reply: a separate required checkbox tied to the purpose of the request.
How to adapt the template
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Rewrite the product areas in the dropdown for your own product. They currently list parts of a survey builder; an online shop would use «Catalogue», «Basket», «Payment», «Delivery».
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If complaints and questions blur together for you, merge the two paths: delete one card in the first question and point its edge on the canvas at the other path.
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Image upload and file upload are paid blocks. On the free plan, delete them or swap them for a Link field where people paste a cloud link to a screenshot.
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Add an order or contract number to the complaint path if you can’t find the customer in your system without one.
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Connect a webhook or Telegram so bugs and complaints land in a team chat right away instead of waiting for someone to open the dashboard. The setup is described in our post on webhooks and CRM.
How to read the results
Start with the split of answers to the first question. That’s the shape of your inbound flow: how many people come with bugs, ideas or complaints. A month with noticeably more complaints than usual is a warning before any other metric moves.
Read each path on its own. Group bugs by the area chosen in the dropdown; the area with the most reports is your development priority. Group ideas the same way, but decide on them by the problem described in «Tell us more», not by vote count.
Don’t merge the stars and the emoji scale into one number. They sit on different paths and answer different questions: stars measure how happy the happy people are, emoji measure how upset the upset ones are.
The CSV export gives one row per submission along with the path it took, so the sheet is easy to filter by type and hand out to owners.
Common mistakes
- Making email optional. Then you can’t reply to a complaint, and the person gets annoyed a second time while waiting.
- Deleting the first branching question «to keep it short». The form turns into twenty questions in a row and people quit halfway.
- Keeping the template’s product areas. People pick «Other» and sorting by area stops working.
- Publishing without testing the paths. Go through the form five times, once per card, and check that each path reaches the email and consent screens.
Questions about the «Feedback form» template
What questions should a feedback form ask?
Ask for the reason first, then ask questions that fit it. A bug needs the area, a description and a screenshot. An idea needs the area and the problem it solves. A complaint needs a description and how the person feels now. Ask everyone for a reply email and consent at the end.
Why does a feedback form need branching?
Without branching everyone sees all twenty questions, including ones meant for others. Someone leaving praise shouldn’t be asked to describe a bug. With a fork up front, each person walks through five or six screens, and you get answers already sorted by request type.
Can I use this feedback form template for free?
Yes. Only the image and file upload blocks are paid; they unlock on Pro. Delete them or replace them with a field for a screenshot link. Everything else, including the branching and the consent checkbox, works on the free plan.
How do I add the feedback form to my website?
Publish the survey and paste one script tag into your site. The form opens as a widget inside the page, and because it runs in a Shadow DOM your site’s CSS can’t break it. You can also share a direct link or a QR code.
Similar templates
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NPS: loyalty index
The classic Net Promoter Score: one number, the reason behind it, and a contact.
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CSAT: support ticket rating
A short pulse on support quality: a smiley, what worked and what did not.
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Product review
Stars, NPS, fine-grained semantics and room for a longer opinion.
Do not start from an empty canvas
Open the catalog, take the closest template and rewrite the questions for your job. Five minutes instead of an hour.