Customer Feedback Collection
Why It Matters
77%
of customers prefer brands that ask for feedback
$62B
lost annually to poor customer service
2x
faster growth for companies acting on feedback
Types of Feedback Forms
CSAT
Measure satisfaction with a specific interaction on a 1-5 scale.
NPS
Gauge loyalty with one question: "How likely are you to recommend us?"
CES
Track how easy it was for the customer to accomplish their goal.
Post-Purchase
Capture product and shipping experience within 48 hours of buying.
Product Feedback
Collect feature requests, bug reports, and improvement suggestions.
Website Feedback
Embedded widgets that capture visitor experience on specific pages.
Best Practices
- 1
Keep surveys under 5 minutes: aim for 3-7 questions maximum.
- 2
Use rating scales plus one open-ended question for the "why" behind the numbers.
- 3
Trigger at the right moment: post-purchase within 48 hours, NPS quarterly, in-app after milestones.
- 4
Segment by customer type so you can compare feedback across cohorts.
- 5
Close the feedback loop: tell customers what you changed because of their input.
WittyForm Features for Feedback
Conditional logic branching on rating: different follow-ups for promoters vs detractors.
Analytics dashboard with score trends filtered by date, channel, or segment.
Email notifications on low scores so the right team member responds immediately.
CRM integration for contact segmentation via webhooks, Zapier, or REST API.
NPS/CSAT auto-calculation: see your score update in real time as responses arrive.