General
were launching a customer feedback form and want to do it right. based on my past experience with bad surveys that nobody completes, im thinking:
- keep it short (5 questions max)
- mix of rating scales and open-ended questions
- conditional follow-up: if they rate low, ask what went wrong. if high, ask for a testimonial
- thank you page with a CTA to leave a public review
anyone have tips on what works well? what questions actually get useful responses vs just checkbox fatigue?
also planning to trigger different workflows based on the score - low scores go to our support team immediately, high scores get a review request email a week later
ER
Emma Rodriguez · Sep 21
we run a customer feedback form and heres what works for us:
1. NPS question first (0-10 how likely to recommend). one click, low friction
2. conditional follow up: 0-6 = "what could we improve?", 7-8 = "what do you like most?", 9-10 = "would you be willing to leave us a review?"
3. optional contact field in case they want a follow-up
keeping it to 3 questions max got us a 68% completion rate which is really high for feedback forms. the conditional logic means nobody sees irrelevant questions
the NPS conditional routing is exactly what i was thinking. and yeah 5 questions might even be too many. starting with 3 and adding more if we need to
one thing we do: the low score workflow includes a 2-hour delay before alerting the support team. gives people time to cool off and sometimes they submit a follow-up saying "actually nvm i figured it out"
the delayed alert for low scores is genius. prevents knee-jerk reactions from both sides
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