Collect structured customer feedback with satisfaction ratings, recommendation likelihood, and open-ended comments. Understand what your customers think — without a survey platform subscription.
A customer feedback form is the instrument you use to turn a vague sense of "are people happy?" into something you can actually count. This template ships with the two questions that carry most of the weight — a five-point satisfaction scale (Very Satisfied through Very Dissatisfied) and a five-point recommendation scale (Definitely through Definitely not) — plus an open comment box and optional name and email. The real problem it solves is that most businesses only hear from the extremes: the delighted and the furious. The quiet majority in the middle churns without ever saying a word, and a good feedback form is how you reach them before they leave.
A well-designed version does two things the average survey gets wrong. First, it separates satisfaction from advocacy, because they are not the same signal: a customer can be satisfied with a single transaction yet unwilling to recommend you, and that gap is where your retention risk hides. Second, it always pairs the closed ratings with a free-text field, because the number tells you what happened and the sentence tells you why. The single most useful line of feedback you will ever get is a Dissatisfied rating followed by one specific comment. A domain trap worth naming: the neutral midpoint. "Neutral" responses are rarely neutral — they are usually mild disappointment that people are too polite to escalate, so treat them as a warning rather than a wash.
To use it well, trigger the form at the moment the experience is still fresh — right after a purchase, a support resolution, or a delivery — and keep it to under a minute. Route every low rating to someone who can act on it the same day, because a feedback form that collects complaints nobody answers does more harm than sending nothing at all.
All fields are fully customizable — add, remove, or reorder after opening the template.
This template deliberately ships two scales instead of one. Satisfaction measures the experience they just had; recommendation measures whether they will advocate for you. Watching the gap between the two — high satisfaction but low willingness to recommend — surfaces customers who are content today but not loyal, which is exactly who you can still win over.
The Additional Comments field is optional in this template for a reason. Forcing a comment inflates your abandonment rate and produces junk like "good" or "n/a" just to clear the field. Let the ratings carry the required load and let the people with something real to say use the open box — those are the comments worth reading.
Turn on Formiqa's per-submission email notification so any low rating hits your inbox the moment it arrives. The value of feedback decays by the hour: a Dissatisfied response answered within a day often becomes a retained customer, while the same response answered next week is just a post-mortem on a customer you already lost.
Name and email are optional here, and that choice shapes your data. Leave them optional and anonymous when you want brutally honest scores; make them required when you need to close the loop and follow up with the specific person. You cannot do both well on one form — pick the goal that matters more for this touchpoint.
Use the same five-point wording everywhere so you can compare satisfaction across products, locations, or quarters. If one form says "Satisfied" and another says "Happy," you have thrown away your ability to trend the numbers. Duplicate this template rather than rebuilding the scale by hand each time.
A mean satisfaction score of 3.8 hides everything interesting. Sort submissions by the lowest ratings first and read the comments attached to them — five specific complaints will tell you more about what to fix than a thousand numeric responses ever will.
All 5 fields included. Customize and publish in minutes.
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