Tell us what you think

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1. What would you like to tell us, and how can we help you?
2. Could you briefly describe it, please?
3. How important is this to you?
4. Would you like us to get back to you about it?
5. How should we get back to you?

An e-mail or a phone number is enough. We will only use your contact to reply to your feedback.

This is a sample questionnaire, answers are not saved. You will find the template ready in your Quanda account in the Questionnaire library.

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Where to place a customer feedback form

A feedback form only works when customers find it the moment they have something to say. That is why the link belongs everywhere customers come into contact with your company, always as a visible button with a call to action, never as a hidden text link.

  • Website footer: one button on every page, for example Tell us what to improve.
  • Contact page: next to the phone number and e-mail as a third option for those who do not want to call.
  • Order confirmation and post delivery e-mail: the experience is fresh and the customer knows what they would praise or criticise.
  • Newsletter footer: even people who do not visit your website see the link regularly.
  • E-mail signature of sales and support staff: customers will respond about things they would not write directly in an e-mail.
  • Help and FAQ pages: anyone who did not find an answer writes a question and you learn what is missing from your help.

The link on your website is public and filling in the form through it is anonymous. That is why we recommend adding a contact page for responses from your website, shown only to those who want a reply. Quanda recognises on its own anyone who fills in the survey from a campaign sent with the Distribute by e-mail option.

How to place a customer feedback form on your website and in e-mails

You set up the form once and then just keep it in sight. The whole setup takes about half an hour.

  1. In Quanda create a survey from the Always at hand template. The template has four questions. For responses from your website, add a page with a contact question after them and in the Logic tab set the answer No to end the survey. The help article Creating and setting up an online survey describes the procedure.
  2. In the Distribution step switch the survey status to Ready to use. Quanda generates a link that points directly to the survey.
  3. Put the link on your website as a button, for example Tell us what to improve, in the footer, on the Contact page and in the order confirmation.
  4. Add the same button to the footer of your newsletters and to automated e-mails sent after a purchase. When you send the survey to regular customers with the Distribute by e-mail option, the answers are saved to the contact.
  5. In the survey automations set the Send notification action, so the person responsible learns about every new piece of feedback right away.

How to evaluate feedback from a customer feedback form

A feedback form is not evaluated once in a while like a survey, but continuously. You deal with important feedback right away and with the rest at a regular rhythm.

  1. Open Analysis of answers in the survey and see how much feedback came in and of what type: praise, suggestions, problems, questions and other.
  2. Use the advanced filter to select problems marked as very important where the customer wants you to get back to them. Deal with those first.
  3. In the Completed surveys section assign respondents a label, for example Get back to them or Resolved, so it is clear what has been done.
  4. Once a week go through the suggestions and questions. Add the ones that repeat to the list of product improvements or to the FAQ on your website.
  5. Once a month download the Final report as a PDF and send management an overview of the feedback by type and importance.

How to respond to feedback and close the loop

Closing the feedback loop means the customer finds out what happened with their feedback. Quanda recommends deciding in advance, for each type of feedback, who responds and by when.

  • A problem that needs to be dealt with right away: get in touch within one working day, even if only to say you are working on a solution.
  • A suggestion for improvement: say thank you and let them know whether and when you will consider it. If you put it in place, tell the customer.
  • Praise: say thank you and ask whether you may use it as a testimonial on your website.
  • A question: answer it and add the same question to your FAQ, so nobody has to write it next time.
  • Repeated feedback: when several customers write about the same thing, it is not an isolated case. It belongs in a meeting, not just in a reply.

A customer who heard back after sending feedback writes again next time, and more willingly. A form nobody responds to teaches customers that writing is pointless.

Frequently asked questions about the feedback form

A feedback form is a permanently available survey through which customers tell you what they like, what bothers them or what they would improve. Unlike a satisfaction survey, you do not send it to everyone once in a while. You leave it on your website and in e-mails, so customers fill it in when they have something to say.

You send a satisfaction survey to selected customers at a specific time and use it to measure overall satisfaction, for example the NPS score (Net Promoter Score, how willing a customer is to recommend the company). A feedback form waits on your website and captures a specific piece of feedback the moment it arises. The two complement each other. For regular measurement use the Customer satisfaction survey.

Wherever customers come into contact with your company: in the website footer, on the Contact page, in the e-mail footer and in messages sent after a purchase or after a request is resolved. You will find a detailed list above in the section Where to place a customer feedback form.

The template has four questions, one of them open for describing the feedback. For responses from your website we recommend adding a page with contact details that only customers who want a reply will see. The whole thing takes about a minute and works well on a phone.

Only when the customer came from an e-mail campaign sent from Quanda. An answer through a public link on your website or on social media is anonymous. With a campaign from Quanda the answer is saved directly to the contact. For responses from your website, add a page with contact details for those who want a reply. The difference is described in the help article Distribution.

Because not every piece of feedback needs a reply. Praise or a small suggestion often needs no response, a problem with an order does. The answer Yes tells you who to contact, and the customer knows someone will really get back to them.

In the survey automations set the Send notification action. The person responsible then gets an e-mail with every completed form and sees the importance of the feedback in the answer. The setup is described in the help article Automation in a survey.

Yes, the template is a starting point. You can add a choice of product or branch, a field for the order number or rewrite the feedback types to suit your industry. Just do not make the form longer than it needs to be, its strength is that it takes a minute. Question types are described in the help article Building a survey, question types.

Deal with problems marked as very important as soon as the notification arrives. It is enough to go through the rest once a week and to look at which ones repeat once a month. Repeated feedback is a signal to change something, not just to send a polite reply.

Yes. Once you resolve the feedback, ask the customer how satisfied they were with the way it was handled. That is what the Customer service satisfaction survey is for, and it also measures whether the issue was resolved on the first contact.

The template is in the Questionnaire library in all Quanda plans with the Surveys module switched on and costs nothing extra. You only pay for the Surveys module, and the pricing page calculates its price for your number of contacts.

Your company is the controller of the personal data and Quanda is its processor under article 10 of the terms of service. Only customers who want a reply fill in their contact details, and you use them only to get back to them. Quanda recommends saying so directly in the help text of the contact question, for example: We will only use your contact to reply to your feedback.

A contact form is for customers who want to ask you for something, and it always expects a reply. A feedback form collects praise, suggestions, problems and questions, sorts them by type and importance and offers a reply only to those who want one. That way the feedback also shows you what keeps repeating.

Only as a link: Quanda generates a link for the survey to a page where the customer fills it in. You put the link on your website, for example in a button in the footer, on social media or in an e-mail. When you send the survey with an e-mail campaign from Quanda, Quanda recognises respondents automatically. When shared any other way, the survey is anonymous.

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