Frequently Asked Questions

Customer Feedback Simplified is a platform for building customer feedback surveys, collecting responses across multiple channels, and tracking NPS, CSAT, and CES metrics — built for businesses that want a simple way to hear from their customers.

After registering, go to Questionnaires in your dashboard and click "Create". Add your questions (text, rating, multiple choice, etc.), choose your metrics, and save — you'll get a shareable link, QR code, and embed/widget code once it's created.

No — there are five ready-made questionnaires you can copy: one for any business, plus restaurants and cafés, hotels and resorts, schools, and clinics. They are genuinely written rather than padded out, they come in English, and the low-score follow-up is already set up in each one. A copied questionnaire arrives switched off, on purpose — read it over, change anything you like, and turn it on when you are happy with it.

Yes — new accounts get a 30-day free trial with no card required, so you can try the platform before choosing a paid plan.

You'll need to choose a paid plan to keep collecting new responses. Current plans and pricing are shown on the pricing page.

Google Forms is great for one-off surveys, but it can't ask a follow-up when someone gives a low rating, and every form is a separate spreadsheet — so you can't see whether you're improving over time. We wrote an honest comparison, including what Google Forms does better.

Google Reviews is how strangers find you and decide to trust you. Internal feedback is how you find out what went wrong while you can still fix it. Plenty of businesses genuinely only need the first one. Already using Google Reviews? That page includes the cases where you should not buy a feedback tool at all.

Every plan supports NPS, CSAT, and CES — the same metrics enterprise companies use. See our Metrics Guide for how each one works and when to use it.

Yes — a follow-up question can be set to appear only when a customer gives a low score on a specific rating question, so you can uncover what went wrong. Every ready-made template already has this set up, and the score that triggers it is yours to choose — ask for a reason below 4 out of 5, or only below 2, whichever suits your business.

Yes — you can set one rule per question: show it, or hide it, depending on how an earlier question in the same form was answered. Someone who came for takeaway never sees your table-service questions. A hidden question never blocks anyone from finishing — even if it is marked required — and your per-question response rates are measured against the people who actually saw it, not everyone the question was correctly hidden from. Rules can also build on each other — a question that appeared because of a rule can itself decide whether the next one appears. It is still one rule with a single test per question, not a branching flowchart.

Yes. Rules chain. Ask "How was your visit?", and a low score opens "Was it the food or the service?" — then whichever they pick opens the question about that specifically. Each question still carries just one rule; they simply build on each other, so a form can go several steps deep without becoming a flowchart you have to maintain. If a question in the middle of a chain is hidden, everything depending on it stays hidden too — a customer is never asked a follow-up to a question they were never asked.

Yes — the threshold is yours, on every rule. Ask for a reason below 4 out of 5, or only below 2. On a star rating you can cut at a half star, because half stars are real answers. What counts as a bad night in a fine-dining room is a good one in a takeaway queue. The same number is what alerts you, so there is no second alert threshold to keep in step with the first.

Yes — the platform can send a web push notification straight to your phone or computer so you can respond right away, ideally while the customer is still on your premises. You choose what is worth interrupting you for: a score at or below a level you set, or a specific answer being picked on a choice question — so you also hear about the customer who rated you 4 out of 5 and still ticked "Waited too long". You get one notification per response, however many of your rules it matches. Web push notifications only work if you allow notifications for the website in your browser when prompted — if you block or dismiss that prompt, alerts won't be delivered until you re-enable notifications for the site in your browser settings. On iPhone and iPad, add the site to your Home Screen and open it from there first — Safari only delivers web push notifications to sites saved that way.

It is your own questions, in your own order, shown as a conversation instead of a form — and no, there is no AI in it and nothing here is a chatbot. Questions arrive as messages, each answer is echoed back like a reply, and the result lands in your dashboard as exactly the same data as the regular form. You pick it per questionnaire from a single dropdown while building, and everything else you set up — your questions, your show/hide rules, languages and branding — carries over untouched. The regular form is still the default, so nothing changes unless you choose it.

Internal feedback collection is for gathering feedback using your own devices by handing them to customers directly, so the duplicate-submission cooldown doesn't apply. External surveys include that cooldown logic so a customer can't accidentally submit the same response multiple times.

Yes. Open the response and start a follow-up on it. You write what you did — who rang the customer, what was agreed, whether it is sorted — and each entry is dated and carries the name of whoever wrote it. Nothing overwrites anything. Reopening a closed follow-up is recorded too, so the history reads as a sequence of events rather than a single status that lost its own past. Everything you record comes out in the CSV export beside the score that prompted it.

No. An alert starts a follow-up automatically, but you can start one by hand on any response, whether or not it alerted. Plenty of small teams read every response and would rather not be interrupted. That is a reasonable way to work, and it should not cost you the record of what you did about a complaint.

Because a status that says "dealt with" and nothing else is the record that turns out to be worthless the moment somebody asks what actually happened — an auditor, a manager, or you in eight months. It is the one place we deliberately make you type something. A sentence is enough.

No. You ring, email or message them however you already do, and record here what happened. Sending a reply from inside the platform is not a feature and is not currently planned. The record of the conversation is what this is for, not the conversation itself.

Yes. Staff accounts see and act on follow-ups for the locations they are assigned to, and nothing outside them. The account owner can assign a follow-up to a named staff member — but only to someone who actually covers that response's location. Staff can record what they did and move a follow-up along; reassigning it to somebody else stays with the owner.

Every questionnaire gets a public shareable link that you can send directly, print as a QR code, embed on your website, or trigger via the feedback widget.

Yes — each questionnaire has a QR code generator so customers can scan it in-store or on printed materials to open the survey.

Yes — enable iframe embedding for a questionnaire and restrict it to your allowed domains, then paste the generated embed code into your page.

A small script you add to your site that shows a floating feedback bubble, or stays hidden and can be opened from your own code after an event like a purchase — it's restricted to the same allowed domains as embedding.

Yes — email survey invitations are available on request, at no extra cost on plans that include them. Access is granted per account rather than being on by default, so you ask us and we enable it for you. Daily and monthly sending limits apply and depend on your plan — your own are shown in the Invitations menu once you are signed in.

Only if you've configured a public review link for the location. When a link is set, every respondent is invited to share their experience on your public profile after submitting feedback — regardless of their rating. If no link is configured, customers are not redirected to any public review site.

Yes — if you configure it. When you generate identifier-based links for a set marked as containing personal data (PII), you can enable single-use links. Each of those links can be opened and submitted only once — after a response is submitted through it, the link stops working and shows an "already used" message. Links that aren't configured this way stay reusable until they expire. It's ideal for sending one personal survey link per customer.

Yes — a customer record holds one person's full name, mobile, email, username and your own reference id in a single row. Add them by hand, or paste and upload a CSV. Records sit at one location or can be shared across every branch.

An identifier set is a list of loose values — invoice numbers, member IDs — with nothing tying one value to another. A customer record is a whole row, so a name and a phone number always stay together. You can use either on its own or both at once. Selecting customers gives you exactly one link per customer, and any link carrying a customer is single-use — it closes the moment it is answered.

Yes — each CRM connection gets its own endpoint and API key, and your CRM posts customers into your list over it. Records are matched on your own reference id, so a re-sync updates the customer you already have instead of creating a duplicate. The key is shown once and can be rotated or revoked at any time, and it only ever writes into the account and location it was issued for. This is an inbound endpoint your system pushes to — there is no two-way sync and no per-vendor app to install.

Yes — a documented, read-only REST API. Your own systems can read your locations, questionnaires and responses, including scores and the customer each response came from, using API keys the account owner creates and revokes under Settings. API access and webhooks are available on request on Growth and above plans. Your CRM can also push customers into your list. Webhooks can tell your server the moment a response arrives or matches an alert rule. The API cannot create or change responses. See the API documentation, which includes an OpenAPI description.

Identifier sets are lists of customer identifiers (like emails) you upload so survey links can be targeted or filtered per customer, and responses can be matched back to who submitted them.

Yes — you can paste or upload a list of values at once; duplicates are automatically removed.

Identifier sets can be scoped to a specific business location if you manage multiple locations.

Yes — questions and answer options can be translated, and respondents can switch languages when filling out the form.

Starter includes 10 languages, Growth 30, and Pro 48 — shown on each plan in the pricing page.

Yes — you can add multiple locations and scope questionnaires, identifiers, and responses to each one.

No — build it once and share it across as many locations as you need. Responses stay attributed to the branch they came from, so your per-location reporting stays accurate, and each branch can still require its own customer identifiers without affecting the others. A shared questionnaire is only ever served at the locations you permitted it for.

Yes — secondary users can be added to your account with scoped access to manage questionnaires and responses.

Yes — responses for any questionnaire can be exported from your dashboard.

Payments are handled by Dodo Payments, our Merchant of Record.

Yes, on a custom plan. If you would rather not put a card on file — or you want a multi-year agreement — talk to us and we will invoice you. We record what you paid, how you paid it and the reference, and the invoice is issued for exactly that amount. This is arranged with us rather than chosen at checkout — the self-service plans on the pricing page are card only. Get in touch and we will sort it out.

Both monthly and annual billing are available. An annual plan costs ten months of the monthly price, so you keep two months — see current pricing on the pricing page.

Each plan sets limits on the number of questionnaires, monthly responses, locations, additional users, and additional languages included. Exact limits are shown per plan on the homepage.

Subscriptions are generally non-refundable once a billing cycle starts, but exceptions (duplicate payments, accidental charges, technical issues, billing errors) may be considered if requested within 7 days. See the full Refund Policy.

We explain what we collect, why, and how long we keep it in our Privacy Policy.

Anyone can submit a data access or deletion request through our public data request form, by identifying value such as email or phone.

Businesses using the platform can review and respond to incoming data requests from their dashboard, and export the matching data.

Email support@customerfeedbacksimplified.com, or use the contact form on our site.

Our full terms are available on the Terms & Conditions page.