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
What fields should a feedback form include?
At minimum, include an open text field and a submit button. Add an optional rating scale and a category dropdown if you want to sort responses by topic. Avoid requiring too many fields, since each required field reduces submissions.
Should feedback forms require an email address?
Make email optional unless you plan to follow up with each respondent. Required email fields reduce submission rates because some customers want to share feedback anonymously. Collect email as optional with a note that you will respond if provided.
How do I add a feedback form to my website?
Use your website form tool to create a page with a text field and submit button. WEMASY's website builder includes form features you can add to any page without custom code.
What is the difference between a feedback form and a contact form?
A contact form focuses on reaching your team with questions or requests. A feedback form focuses on sharing opinions about an experience. Contact forms often include fields for name and subject. Feedback forms prioritize open comments and optional ratings.
How do I organize feedback form responses?
Review submissions weekly and tag them by topic like product, support, or website. Look for recurring themes across multiple responses. One comment is an opinion. Five comments on the same issue is a pattern worth fixing.
Should I use a feedback form or a survey?
Use both for different purposes. Feedback forms capture spontaneous input from visitors. Surveys measure specific metrics on a schedule. Read how to create an online survey when you need structured measurement.