What questions should a customer feedback form ask?

One rating you can track over time, one open question about what to fix, and a way to follow up. Everything else is optional, and a form with twenty rating scales gets abandoned halfway and tells you less than three good questions.

How long should a customer feedback survey be?

Under two minutes, which is roughly five to eight questions. Response rate falls off sharply past that, and the people who do finish a long one are not representative of the people who did not.

Should feedback be anonymous?

It depends what you want. Anonymous gets you more honest criticism; identified lets you fix the specific problem for the specific person. You can offer both: make the email field optional and say plainly what you will do with it.

How do I analyse hundreds of open-text answers?

Read the first fifty yourself, because that is where the patterns actually come from. After that, the AI summary on the Pro plan groups the themes across every response so you are not re-reading the same complaint forty times.

Is this customer feedback form template free?

Yes. Use it, publish it and collect answers on the free plan with no card. Paid plans add things like payments, scheduling, removing our badge and your own domain, but none of them are needed to run this form.

Do I need an account to use it?

You need one to edit and publish, because the form has to live somewhere and the answers have to come back to you. Signing up takes about a minute and does not ask for a card. The people filling your form in never need an account.

Can I change the questions?

All of them. The template is a starting point, not a fixed form: add, remove, reword and reorder anything, change the look, and use logic so people only see the questions that apply to them.

Can I put it on my own website?

Yes. Embed it in a page you already have, or share the link. On a paid plan you can serve it from your own domain so the address says your name rather than ours.

Where do the answers go?

Into your dashboard, where you can read, search and export them as CSV. You can also have each response emailed to you, pushed to another tool with a webhook, or sent to a connected integration.

How long does this form take to fill in?

About 1.5 minutes as it stands, across 4 questions. Every question you cut brings that down, and shorter forms get finished more often.

Feedback

Customer feedback

A rating on its own tells you a number and nothing else. This asks why immediately after, while the reason is still in mind, and asks whether you may reply.

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Questions: 4
Takes about: 1.5 min
Style: One at a time
Scoring: None

Free, no card. It lands in your workspace as an editable draft.

Worth knowing

The follow-up question is what turns feedback into a conversation. Keep it.

What's in it

How did we do?
Welcome screen
1
How was it?*
Rating
2
What made it that?*
Long text
3
May we email you about this?
Yes / No
4
Your email
Email
Thank you
Ending

How to use this template

Open it as a draft
Press "Use this template" and it lands in your workspace as an editable form with all 4 questions already in it. No card, and nothing is published until you say so.
Cut what you do not need
Every question you remove is one fewer reason to abandon the form. It takes about 1.5 minutes to fill in as it stands, and that is the number worth protecting.
Add from the question bank
Pick what you are missing from the questions below. Drag any of them in, change the wording, and use conditional logic so people only see the ones that apply to them.
Share it, or put it on your own site
Publish to get a link, or embed it in a page you already have. Answers arrive in your dashboard, and you can send them on to anywhere else with a webhook or an integration.

32 customer feedback form questions to choose from

Most customer feedback forms collect ratings nobody acts on. The ones worth running ask something specific enough that the answer tells you what to change on Monday, and leave room for the sentence you did not think to ask for.

The bank below is grouped by what you are trying to learn. Take one group, not all four.

Overall satisfaction

How satisfied were you overall? (1 to 5)
How likely are you to recommend us to a friend or colleague? (0 to 10)
How well did we meet your expectations?
What is the one word you would use to describe us?
Did you get what you came for?
How does this compare to what you used before?
Would you buy from us again?
What would have made this a 10 out of 10?

The specific experience

What were you trying to do?
How easy was it to do? (Very easy to very hard)
Where did you get stuck, if anywhere?
How long did it take compared to what you expected?
Did you have to contact us for help?
If you did, how did that go?
Was anything confusing or unclear?
Was there a moment you nearly gave up?

What to change

What is the one thing we should fix first?
What should we stop doing?
What should we do more of?
What is missing that you expected to find?
What nearly stopped you from buying?
If you could change one thing, what would it be?
What do our competitors do better?
What do we do that nobody else does?

Closing the loop

Would you like us to follow up on anything you have said?
What is your email, if you would like a reply?
Would you be willing to talk to us for fifteen minutes?
Can we quote you? (Anonymously or by name)
Would you leave us a public review?
How did you first hear about us?
How long have you been a customer?
Is there anything else you want to tell us?

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