How to Create a Customer Feedback Form
Collect customer feedback with star ratings, NPS scores, and open-ended questions. Analyze trends and improve your service.
Before you start
- A free Formet account
Choose a feedback template
Start with the Customer Feedback or Customer Satisfaction template. These come with pre-built rating fields, NPS scores, and open-ended questions optimized for high response rates.
Customize categories
Edit the rating fields to match what you want to measure: Product Quality, Customer Service, Value for Money, Delivery Speed, Overall Experience. Use 5-star rating scales for each.
Add an NPS question
Include a "How likely are you to recommend us?" question on a 0-10 scale. This gives you a standard Net Promoter Score that you can benchmark over time.
Add open-ended questions
Include text areas for "What did you like?" and "What can we improve?" These qualitative responses often provide the most actionable insights.
Distribute after key moments
Send the feedback form link after purchases, support interactions, or service deliveries. Embed it in post-purchase emails or on your website's thank-you page.
Frequently Asked Questions
How do I calculate my NPS score?
NPS = % Promoters (9-10) minus % Detractors (0-6). Passives (7-8) are excluded. A score above 0 is good, above 50 is excellent.
Should I make feedback forms anonymous?
It depends. Anonymous forms get more honest feedback. Named forms let you follow up on specific issues. Consider offering both options.
How many questions should I include?
Keep it to 5-7 questions maximum. Longer surveys have significantly lower completion rates. Focus on the most actionable metrics.
When should I send feedback requests?
Send within 24-48 hours of the interaction. The experience is fresh and response rates are highest during this window.