01
Measure with the right scale
Linear scales for satisfaction and recommendation scores, tick-box grids for feature-by-feature ratings, and a paragraph question where the words matter.
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Customer Feedback Forms & Surveys
Ask for a rating, then ask the right follow-up. Happy customers get one question, unhappy ones get another, and both land in your inbox immediately.
The problem
Surveys that ask everyone the same thing
A single generic "any other comments?" box gets you nothing from the people who are delighted and nothing from the people about to leave. Both need a different question, and the one about to leave needs someone to see it today, not in a monthly report.
How Questionful helps
What you can do with it.
02
Branch on the band
Branching runs off choice questions, so ask the routing question as bands, "how likely are you to recommend us?" with *Not likely*, *Neutral*, *Very likely*. Not likely routes to a section asking what went wrong and offering a call; very likely routes to a review or referral request. Keep a linear scale alongside it when you want the finer-grained number in the summary.
03
See it while it still matters
Every submission can trigger an email notification and a webhook, so a detractor reaches the right person in minutes rather than at the end of the quarter.
Key features
Built for customer feedback.
Everything you need to ship customer feedback that performs, out of the box.
See all features- Linear scales, rating grids, and tick-box grids
- Branching between sections on the band a respondent picks
- Responses are anonymous unless you ask who someone is
- Per-question summaries and charts in the app
- CSV and PDF export of the whole response set
- Email notifications and webhooks on every submission
- Send the survey to a contact list from inside Questionful
Example workflow
A satisfaction survey that reacts
- 01 Email the survey to a contact list after a support ticket closes
- 02 Question 1 asks how likely they are to recommend you, as three bands
- 03 "Not likely" routes to "what went wrong?" plus an offer to talk
- 04 "Neutral" routes to "what would make this better?"
- 05 "Very likely" routes to a review request; every submission fires your webhook
Templates
Start from a form built for this.
Each one comes with the questions, the branching, and the reasoning behind them, editable the moment it lands in your account.
Customer Feedback Form
Rate the experience, then ask the follow-up that fits the rating.
Open the template →Customer Satisfaction Survey
CSAT and NPS with the follow-up question matched to the score.
Open the template →Event Feedback Form
Post-event ratings, session scores, and open comments.
Open the template → Features
The capabilities this leans on.
Each page says what the feature does, how it is set up, and what it does not do yet.
Online Survey Maker
Scales, grids and summaries, questions built to aggregate.
How it works →Conditional Logic & Form Branching
Route each answer choice to its own section, so people only see what applies.
How it works →Form Webhooks
Every response POSTed as JSON to any endpoint, signed if you want it.
How it works → FAQ
Customer Feedback Forms & Surveys: common questions.
What questions should a customer feedback survey ask?
One rating question, one question that identifies what is being rated, and one open question per branch. Short surveys get answered; long ones get abandoned halfway through.
What is the difference between CSAT and NPS?
CSAT measures satisfaction with a specific experience, usually 1–5. NPS measures likelihood to recommend on a 0–10 scale and tracks the relationship. Both are single linear-scale questions here, and many surveys carry both.
Can the survey ask a different follow-up for a low score?
Yes, with a short choice question next to the scale. Branching runs on multiple choice, checkbox, and dropdown questions, so a band question can route where a scale cannot.
Can I be alerted when someone leaves a bad rating?
Yes. Email notifications fire on submission to up to ten addresses, and the webhook payload carries every answer, so a rule in Zapier or Make can raise a ticket on anything below your threshold.
Can I publish the results?
Yes, with the opt-in public response summary. Closed-set questions are aggregated; open text, uploads, and drawings are never published.
More use cases
Other ways teams use Questionful.
Lead Generation
Qualify enquiries while they are being filled in, and hand every submission straight to the tool your sales process already runs on.
Learn more →Exams & Assessments
Build quizzes and knowledge checks that grade themselves and explain the answer: for training providers, schools, and internal certification.
Learn more →Hiring & Applications
Replace the CV inbox with a structured application form: same questions for everyone, CV attached, and every submission comparable.
Learn more →Ready to put this into production?
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