What is a feedback form

One customer leaves a glowing review on your product page. Another has a complaint but finds no easy way to tell you. She closes the tab. You never hear from her, and the problem stays unfixed.

An online feedback form gives every customer a direct path to share their thoughts. Here is what a feedback form is, how it differs from a survey, and where to place one on your site.

What is a feedback form?

A feedback form is an online form that collects customer opinions, suggestions, or complaints. It typically includes a text field for open comments and sometimes a rating scale or category selector.

A customer feedback form lives on your website where visitors can access it anytime. Unlike email surveys that reach people proactively, a feedback form waits for customers to come to you.

Feedback form vs survey

The two tools overlap but serve different purposes.

A survey asks structured questions to measure specific metrics like satisfaction scores or NPS. It produces data you can graph and track over time.

A feedback form collects open input without a fixed question structure. It produces qualitative comments you read and categorize manually or with tagging tools.

Use surveys when you need numbers. Use feedback forms when you want to hear whatever is on the customer's mind.

Where to place a feedback form

Placement affects how many responses you receive.

1. Contact or support page

The most common location. Visitors looking for help often have feedback ready to share.

2. Post purchase confirmation

Capture impressions while the buying experience is fresh. Pair a rating field with an open text box.

3. Footer link

A persistent link in the site footer makes the form accessible from every page without interrupting browsing.

4. Floating tab or button

A small tab on the side of the screen invites feedback without blocking content. Keep the tab subtle so it does not compete with primary actions.

Learn how to collect customer feedback for a broader collection strategy beyond forms alone.

Frequently asked questions