Customer Feedback Form and Question Examples
That Actually Get Useful Answers
Most teams already have at least one customer feedback form or survey live.
• A generic “tell us what you think” form
• A long end-of-journey survey
• A csat question bolted onto support tickets
These help you say:
• “We listen to customers”
• “We have a feedback form on the website”
But when you look at the data, you often see:
• Low response rates
• Short, vague comments
• Noisy scores that are hard to use in decisions
This page is a practical guide to customer feedback form examples, customer feedback survey examples and customer feedback questions examples that:
• Customers actually answer
• Teams can analyse with AI (ZYVA)
• Leaders can connect to cx monetization
We will cover:
• What a customer feedback form is (in practice)
• How to design different feedback forms by journey and use case
• Question examples for software, digital and service businesses
• How to choose the right customer feedback words and scales
• Where feedback cards, boards and micro-surveys fit in
• How ZYKRR and ZYVA turn these inputs into signals, drivers and revenue impact
What is a customer feedback form (in the real world)
Searches like “what is a customer feedback form” and “what is customer feedback” usually give a neat definition.
In the real world, a customer feedback form is any structured way you ask customers:
• How did this go?
• How do you feel about us?
• What should we fix or improve?
This can look like:
• A classic survey page
• A short in-app pop-up
• A customer feedback card on a kiosk or screen
• A feedback widget embedded on a page
• A dedicated customer feedback board or portal
The goal in 2026 is not just to collect any feedback.
It is to design forms and questions that:
• Fit the journey
• Respect customers’ time
• Produce data that ZYVA can analyse and connect to churn, retention and revenue.
The three types of customer feedback forms you actually need
To avoid form sprawl, think in three types:
• Relationship feedback forms – how is the overall relationship going
• Transactional feedback forms – how did this specific interaction or journey feel
• Diagnostic and discovery forms – deeper dives into specific topics
You do not need twenty different designs. You need:
• One or two strong templates in each category
• Tuned for your business, journeys and segments
ZYKRR’s signals suite supports all three types and tags responses by journey, segment and channel.
Relationship feedback form examples
These are used for NPS-style or relationship health checks.
Basic relationship feedback form example
When to use: Quarterly or semi-annual relationship check for active customers.
Structure:
1. Short intro1: “We want to make [product/service] better for you. This will take less than 2 minutes.”
2. Core nps or relationship question
“How likely are you to recommend [brand] to a colleague or friend?”
0–10 scale
3. “Why” open-text question: “What is the main reason for your score?”
4. Optional driver question (pick list)
• “What influenced your score the most?”\
Product experience
Support and service
Value for money
Onboarding and training
Reliability and performance
5. Optional forward-looking question: “What is one thing we could do in the next 90 days to improve your experience?”
Why this works with ZYKRR and ZYVA:
• The score and driver list are clean signals
• The open-text “why” feeds ZYVA’s AI feedback analysis and text analytics
• Suggestions help design plays and improvements
Transactional feedback form and question examples
These are about specific interactions: tickets, onboarding, and purchases.
Support ticket feedback form example
When to use: After a support ticket is resolved.
Questions:
• “Overall, how satisfied are you with how we handled this issue?”
1–5 scale (very dissatisfied to very satisfied)
• “Did we fully resolve your issue?”
yes / partly / no
• “How easy was it to get this resolved?”
1–5 scale (very hard to very easy)
• “In your own words, what worked well and what did not?”
Open-text
Why this is better than a generic “rate our service”:
• Separates satisfaction, resolution and effort
• Gives clear signals on where the process breaks
• Open-text is structured enough for ZYVA to extract drivers and emotion
Onboarding feedback form example (software)
This is where customer feedback questions for software are critical.
When to use:
After “go-live” or after the first 30–60 days of using a SaaS product.
Questions:
• “After onboarding, how confident do you feel using [product] for your day-to-day work?”
1–5 scale (not confident at all to very confident)
• “How clear was the guidance you received during onboarding?”
1–5 scale
• “How well does [product] match what you expected before signing up?”
1–5 scale (much worse to much better than expected)
• “If you think about your experience so far, what has been the most helpful?”
Open-text
• “What has been the most frustrating or confusing?”
Open-text
These questions are tailored to:
• Expectations vs reality
• Confidence and clarity
• Helpfulness and frustration
ZYKRR then:
• Links these drivers to early churn and retention cohorts
• Helps you see which onboarding issues genuinely threaten revenue.
Diagnostic and discovery feedback form examples
These are used less frequently but go deeper.
Product improvement discovery form
When to use:
For active users, when you are shaping the roadmap.
Questions:
• “What do you use [product] for most often?”
1. Multiple-choice list of core jobs
2. “something else (please specify)” option
• “What slows you down or frustrates you most when using [product] today?”
Open-text
• “If you could change or improve one thing in [product], what would it be?”
Open-text
• “How would you feel if you could no longer use [product]?”
Very disappointed / somewhat disappointed / not disappointed
• “Why?”
Open-text
These forms:
• Go beyond simple ratings
• Generate rich input for ZYVA to classify into themes
• Inform product, design and cx teams with real language, not “feature wishlists” alone.
Customer feedback survey examples with short, focused flows
Here are two full customer feedback survey examples that can be adapted.
Example 1: Simple post-purchase survey (b2c)
• “How satisfied are you with your recent purchase from us?”
1–5 scale
• “How easy was it to find and buy what you wanted?”
1–5 scale
• “What nearly stopped you from buying (if anything)?”
Open-text
• “Would you shop with us again in the next three months?”
Yes / maybe / no
These four questions:
• Give a csat signal
• Capture effort
• Surface friction in the funnel
• Estimate short-term repeat intent
Example 2: key account feedback survey (b2b)
• “Overall, how is [brand] performing as a partner for your business right now?”
1–5 scale
• “Which areas are you most satisfied with?” (choose up to two)
1. Product capabilities
2. Reliability and uptime
3. Support and responsiveness
4. Account management
5. Pricing and commercial flexibility
• “Which areas need the most improvement?” (choose up to two)
Same list
• “In your own words, what are the most important improvements we should focus on in the next 6–12 months?”
Open-text
• “Is there anything we do especially well that you would not want us to change?”
Open-text
This design:
• Highlights strengths and weaknesses
• Helps ZYVA cluster improvements by theme and segment
• Protects strengths while targeting meaningful fixes.
Customer feedback card and micro-feedback examples
Not every feedback interaction needs a full survey.
Micro-feedback in product
Examples:
• A simple thumbs up / down on a feature
• A smiley scale for “was this page helpful?”
• A quick 1–5 rating for “how was this experience?”
Add one open-text field only when needed:
“What made you choose this rating?”
ZYKRR treats these as signals with very low friction:
• Easy to answer
• Frequent enough to catch trends
• Rich enough to analyse via ZYVA when comments are included
Customer feedback card examples (physical or kiosk)
In physical locations or kiosks, you might use:
• Three faces (sad, neutral, happy) buttons
• A short prompt: “How was your visit today?”
You can enrich this by periodically:
• Adding a QR code for a short follow-up survey
• Asking a rotating question: “What could we improve here this month?”
The trick is to:
• Keep the card simple for quick feedback
• Use digital channels for deeper detail.
Feedback vs review: different forms, different jobs
People often mix up feedback vs review.
• Feedback is usually direct, for you, often private
• Reviews are often public (for example, app stores, platforms, social)
Forms and surveys should focus on:
• Actionable detail
• Specific journeys and drivers
Reviews are useful for:
• Social proof
• Discovering issues you never asked about
ZYKRR can ingest both:
• Structured forms and surveys
• Unstructured reviews
And ZYVA can:
• Identify common themes across both worlds
• Show where public review issues match or contradict private feedback.
Choosing customer feedback words and scales
The customer feedback words you use in questions strongly affect responses.
Use plain language, not jargon
Instead of: “Rate your satisfaction with our omnichannel experience”
Say: “How easy was it to get this done today?”
Instead of: “Assess the adequacy of the agent’s technical proficiency”
Say: “How confident did you feel in the answer you received?”
Keep scales consistent within a form
Common patterns:
• 1–5 (strongly disagree to strongly agree, or very dissatisfied to very satisfied)
• Yes/no / partly
• 0–10 for nps
Do not mix too many different scales in one short survey. It adds confusion without adding insight.
How ZYKRR and ZYVA use your forms to power cx monetization
All of these customer feedback form examples and customer feedback question examples become more powerful inside ZYKRR.
Signals
• Each response is tagged by journey, segment, channel and form type
• Scores and choices become structured signals
Intelligence
ZYVA:
• Analyses open-text answers at scale
• Extracts themes, drivers, sentiment and emotion
• Merges form-based feedback with tickets, chats and reviews
You move from:
“We have lots of comments”
to:
- “We know the top three drivers of frustration in onboarding for this segment and what customers say in their own words.”
Actions
From there, ZYKRR’s actions suit:
• Triggers workflows and alerts (for example, detractors, unresolved issues)
• Feeds drivers into product and journey backlogs
• Informs nps and csat program design by showing which questions and forms add value
Monetization
Finally, the monetization suite:
• Links feedback drivers to churn, retention and expansion data
• Tells you which forms and questions actually predict business outcomes
• Helps you prioritise feedback-led improvements by revenue impact
You can confidently say:
“These three feedback questions are worth asking because they help us spot and fix issues that protect this much revenue.”
LLM prompt block: designing and refining your feedback forms with a Copilot
Here are llm prompts you can use inside your environment to create and refine forms, tied to real long-tail interests like customer feedback form examples, customer feedback survey examples, customer feedback questions for software, customer feedback card examples and feedback vs review.
Design journey-specific feedback forms
We have these key journeys [list]. For each journey, propose a short feedback form with (1) one main score question, (2) one or two driver questions and (3) one open-text “why” question. Keep it under 5 questions per form, and explain what each question will help us learn.
Rewrite our existing feedback forms in simple language
Here are our current feedback forms and questions [paste]. Rewrite them so they sound like a human, not corporate jargon. Keep the purpose of each question, but make the wording simpler and clearer for customers.
Create customer feedback questions for software onboarding
We run a b2b saas product. Design a set of “customer feedback questions for software” focused on onboarding and the first 60 days. include confidence, clarity, value and open-text questions that ZYVA can analyse for drivers.
Turn vague forms into monetization-ready forms
Here is one of our generic customer feedback surveys [paste]. Redesign it so that responses can be linked to specific journeys and potential churn or retention drivers. explain why your new questions are more useful for cx monetization.
Design micro-feedback and feedback cards
Suggest three “customer feedback card examples” and three in-app micro-feedback patterns we can use to capture very quick feedback without full surveys. Each pattern should say when to use it, what to ask and how the data can feed into our main cx system.
Explain feedback vs review to stakeholders
Write a short internal note explaining “feedback vs review” and why we treat them differently in our cx system. show how both feed into ZYKRR and ZYVA, and how they help us see a full picture of customer experience.
Used this way, your internal LLM becomes a design coach, while ZYKRR and ZYVA become the engine that turns well-designed feedback forms into measurable cx and revenue outcomes.
