Customer feedback form template
A ready-made customer feedback form template: a star rating, what went well, what to improve, which part of the experience it was about, a recovery question only low ratings see, and a permission step before you ask for an email. Clone it, rename the options and publish, all on the free plan.
Free plan, no card. Unlimited forms and unlimited responses, forever.
7
Questions, one per screen
2
Logic rules pre-built
∞
Responses on the free plan
$0
To clone, publish and collect
What's inside
A star rating, then the reasons behind it
Question 1 sets the tone and decides whether question 5 appears. Here is that screen as a customer sees it.
1 →
How would you rate your experience with us?
One star is poor, five is excellent.
A Star Rating question set to five stars (it also runs to ten), one of 21 question types, all free. See how conversational forms behave on a phone and a laptop.
The full step list
How would you rate your experience with us?
Star RatingWhat went well?
Long Text OptionalWhat should we improve?
Long Text OptionalWhich part of your experience is this about?
Single ChoiceWhat would put this right for you?
Long Text Shown on 1 to 3 starsCan we follow up with you about this?
Yes/NoWhat's the best email to reach you?
Email Shown on YesThank you
Thank You
A happy customer who declines a follow-up answers five questions; nobody answers more than seven. Swap any question type, add your own, or drag the order around.
Pick the right one
Feedback form, CSAT survey or NPS survey?
Three free templates that open with a score and answer different questions. Use this one when you need the reasons more than the number.
| Template | Customer feedback form | Customer satisfaction survey | NPS survey |
|---|---|---|---|
| The question behind it | What happened, and what should change? | How satisfied were you with this interaction? | How likely are you to recommend us? |
| First screen | Star Rating, 1 to 5 | Star Rating, 1 to 5 | Slider Scale, 0 to 10 |
| What you track | Written reasons, tagged by part of the experience | A CSAT percentage, worked out in your sheet | A score from −100 to +100, worked out in your sheet |
| When to send it | Any time, as a standing link | Within 24 hours of one interaction | On a fixed cycle, such as every quarter |
| Asks to follow up | Yes, then asks for an email | No | Yes, then asks for an email |
| Use it to | Find what to fix, and fix it for this customer | Watch one moment get better or worse | Track loyalty from quarter to quarter |
All three are free and share the same builder, Logic panel and integrations. See the customer satisfaction survey template and the NPS survey template. The customer feedback surveys page covers which to send when.
Before you send
How to collect customer feedback you can act on
A customer feedback form has one job: tell you what to change next, soon enough that it still matters to the person who wrote it. These are the calls the template leaves to you.
Ask for both sides, and make both optional
Questions 2 and 3 go to everyone. Unhappy customers usually still name something that worked ("the product is great, the delivery was a mess"), which tells you where the problem is not. Happy customers often spot the small fixes, because they use you most. Both boxes are optional: force an answer and you get "n/a", which someone then filters out by hand.
Let customers sort their own feedback
Question 4 asks which part of the experience the feedback is about: ordering or booking, delivery or setup, the product itself, customer support, billing, or something else. One tap from the customer saves you sorting 300 comments into piles. Rename the options to match your teams, one per team that can act on it, and keep "Something else" so nobody is pushed into the wrong box.
Give a low rating a way back
One to three stars means something went wrong. Question 5 appears only then and asks what would put it right, not what you should build next quarter. Question 6 asks whether you may follow up, and the email step appears only after a yes. People write more candidly when nobody will contact them unless they agree, and a yes is a request for a reply, so answer within two business days. It is permission to reply about this feedback, not marketing consent; GDPR-compliant forms covers the wording.
Leave the link open
A satisfaction survey follows one event. A feedback form works best as a standing link in order confirmations, on your help center and in your site footer, because customers speak up when something is on their mind, not when you ask. Use one form everywhere so every answer lands in one table. The share and embed options cover a public link, an iframe and an email button.
Already wired in
Two logic rules, already switched on
One rule reads the star rating, the other reads the yes or no. Both sit in the Logic panel every form uses: AND/OR rules, 20 operators and four actions (show, hide, jump and end form).
Conditional Logic
2 rules configured
Rule Summary
When How would you rate your… less than "4" → Show field: What would put this right for you?
Rule 1, opened, with the summary line the panel writes.
5 →
What would put this right for you?
Tell us what happened and what you would like us to do. Shift+Enter for a new line.
The recovery path. Four and five stars skip it.
Rule 2 shows the email step when question 6 is exactly Yes. A Star Rating compares with equals, greater than or less than (plus is answered and is not answered), so one to three stars is written as less than 4. Every operator is on the conditional logic page.
After the submit
Where the feedback lands
Every response lands in the form's table, with search, a date filter, CSV export and a drawer with one customer's full answers. Anyone who leaves an email also shows up in Contacts.
Responses
186 total
| Date | Form | How would you rate… | Which part of your… | What should we improve? | What's the best email… |
|---|---|---|---|---|---|
| Sep 24 | Customer feedback | 2 | Delivery or setup | Two missed delivery slots before it arrived. | ana@example.com |
| Sep 24 | Customer feedback | 5 | Customer support | Nothing big. Keep the live chat. | |
| Sep 23 | Customer feedback | 3 | Billing | Put the renewal date on the invoice. | j.fischer@example.com |
| Sep 22 | Customer feedback | 1 | Delivery or setup | The setup guide skips the wall bracket step. | tom@example.com |
Example responses. Filter the export by question 4 and read one pile at a time.
Google SheetsA row per response, ready to filter by topic
SlackEvery piece of feedback posted to a channel
HubSpotCreates or updates the contact behind an email
NotionDatabase rows with your own mapping
monday.comA board item per response to work through
n8nSigned webhook, so your workflow can route low ratingsEach one connects your own account, and all of them are on the free plan. See every integration.
Related templates
Four more feedback forms, all free to clone in one click.
How satisfied were you overall?
Customer satisfaction survey
One interaction, one 1 to 5 score, and a CSAT percentage to track.
FeedbackHow likely are you to recommend us?
NPS survey
The 0 to 10 recommend question, with a follow-up for each score band.
FeedbackWhich feature do you use most?
Product feedback form
What people use, what is missing, what would make them stay.
FeedbackWhat's the main reason you're leaving?
Exit survey
Why a customer left and what nearly kept them.
FeedbackFrequently asked questions
Is this customer feedback form template free?
Yes. Cloning, publishing and collecting responses all run on the Upform free plan, which is permanent, not a trial, with no cap on responses. Pro is $12 a month and removes the Upform branding, lifts the 100 MB file storage limit and adds up to five team members.
How is a customer feedback form different from a customer satisfaction survey?
A customer satisfaction survey is built around one number, the share of customers who rated an interaction 4 or 5, so you can track it week to week. A customer feedback form collects the reasons: what went well, what to improve and which part of the experience it concerned. Use the CSAT template for a metric after one moment, the NPS template for loyalty over time, and this form to find what to fix.
Why do low ratings see an extra question?
One to three stars usually means something specific went wrong, and a general answer about what to improve will not tell you how to fix it for that customer. A rule set to less than 4 shows question 5, which asks what would put it right, only to those ratings, so four and five-star customers skip it. Use less than 3 to catch only one and two stars.
Can customers leave feedback anonymously?
Yes. The template never asks for a name, and the email question appears only after a customer agrees to a follow-up. Results counts device and country for each visit, but a response carries no name unless someone types one. If you need to know who answered every time, add an Email or Full Name question at the start and say why in its description.
Does Upform add up the ratings for me?
No. Upform has no scoring or calculation engine, so it does not average ratings or count answers by topic. Send responses to Google Sheets or export a CSV, and a pivot table on question 4 gives you the average rating for each part of the experience.
Can I change the questions and the design?
All of it. Rename the options in question 4, switch to ten stars, and rewrite, add, delete or reorder any step. The Design panel covers your logo, background image, colors, a Google font, corner radius, alignment and progress bar style. Removing the Upform branding is the only part that needs Pro.
Get started
Find out what to fix next
Clone the customer feedback form template, rename the options in question 4 to match your business and publish the link. About ten minutes.
No credit card. Unlimited forms and unlimited responses on the free plan.