FeedbackHub
Ask every customer how it went. Then do something about it.
FeedbackHub asks for feedback at the moment a purchase or a visit ends, by email, SMS, WhatsApp or a QR code on the counter. Answers come back as scores you can track, comments you can read, and problems you can fix before the customer writes a public review about them.
Set up on your own domain. No customer app to download. Works with WooCommerce, Shopify, most POS screens, and plain paper.
Most businesses find out too late
By the time a one star review appears on Google, the customer has already gone. They will not answer a phone call, and the review stays up for years. The comment box by the door collects nothing. The satisfaction survey emailed three weeks later gets ignored because nobody remembers the visit.
Silence is not satisfaction
A quiet week is not a good week. Customers who had a poor experience rarely complain in person. They simply stop coming, and the numbers only reveal it a quarter later when takings are down and nobody can explain why.
Reviews arrive in the wrong order
Left to chance, the people most likely to post publicly are the annoyed ones. Your happiest customers walk out perfectly content and never think about it again, so your public rating drifts below what your service actually deserves.
Comments pile up unread
Businesses that do collect feedback often end up with a spreadsheet nobody opens. Four hundred rows of free text is not a report. Without scoring and grouping, the same complaint can repeat forty times without anyone noticing.
From sale to insight in four steps
Setup takes an afternoon. After that, the asking happens on its own.
Build the form
Drag questions onto the canvas and publish. Most businesses need three: a star rating, a question about effort or likelihood to recommend, and a comment box. Fifteen question types are available when you need more, along with conditional logic so follow-up questions only appear when they are relevant.
Connect where your sales happen
Install the WooCommerce plugin, point a Shopify order webhook at your account, pair the browser extension with a POS screen that has no API, or post orders to a webhook URL from any other system. If you take cash over a counter, print a QR card instead and skip the integration entirely.
Requests go out automatically
When an order completes, the customer gets a personal link by email, SMS or WhatsApp. Each link belongs to one person and one purchase, opens without a login, and closes once it has been used. Repeat sends to the same person inside 24 hours are suppressed so nobody gets pestered.
Read the results and act
The dashboard tracks response volume, average rating, NPS, CSAT and CES over your chosen period. Comments are scored for sentiment and grouped into recurring themes. Low scores can trigger an alert email or a webhook the moment they land, while high scores get offered a link to your public review profile.
One platform, from question to fix
Each area below has its own page with the detail. Here is the short version.
Feedback form builder
Star ratings, smiley faces, NPS, effort score, sliders, thumbs, choice lists and comment boxes. Set your own colours, logo and thank-you message. Every publish is saved as a version, so old responses stay tied to the questions that were actually asked.
Automated send-outs
Email, SMS and WhatsApp requests with tracked personal links. Delivery, opens, clicks and completions are recorded per message. A do-not-contact list keeps suppressed addresses out of every future send.
QR codes and print templates
Ten counter card and poster designs, ready to print. Scans are logged with time and device, and the destination form can be changed later without reprinting a thing.
Analytics and AI insights
Response trends, rating distribution, NPS breakdown, effort score spread and channel performance. Comments are read by an AI model that assigns sentiment and builds a running list of what customers praise and complain about.
Review routing and alerts
Rules decide what happens next. A five star response can be offered your Google review link on the thank-you screen. A low score can email the manager or fire a webhook into Slack within seconds of being submitted.
Store and POS integrations
A WooCommerce plugin, Shopify order webhooks, a generic webhook endpoint for any other system, and a Chrome extension that watches a POS screen and fires when a sale is completed.
Praise goes public, problems come to you first
Review routing is the part most businesses feel within the first month. Instead of hoping the right people leave reviews, you decide what happens after each score.
Set a threshold. Anyone who rates you at or above it sees your Google, Trustpilot or Facebook link on the thank-you screen, at the exact moment they are pleased with you. Anyone who rates below it goes down a private path: the comment lands in your dashboard, the manager gets an email, and someone can call before that person tells the internet instead.
None of this hides bad feedback. The low scores are still recorded, still counted in your averages and still reported. The difference is that you hear about them first and get a chance to put things right.
- Set your own rating threshold per form
- Show any public review URL on the thank-you page
- Alert a manager by email when a score falls below the line
- POST the full response to Slack, Zapier or your own endpoint
- Trigger on AI-detected negative sentiment, even when the score looked fine
Messages that arrive, from a domain that is yours
A feedback request is worth nothing if it lands in spam. FeedbackHub sends from your own domain rather than a shared marketing sender. Add the domain in settings, publish the CNAME, SPF and DKIM records it generates, and the platform verifies them for you before the first send.
If you already pay for a mail service, you can point the account at your own SMTP credentials instead and keep every message inside infrastructure you control. Email templates are editable per channel, so the wording that goes out to a restaurant guest can differ from the one that follows a workshop repair.
Every send is logged with its status, from queued through delivered, opened, clicked and completed, along with bounces and failures. Suppressed addresses are checked before each dispatch, so an unsubscribe or a complaint is honoured permanently rather than until the next import.
- Custom sending domain with SPF and DKIM verification
- Optional bring-your-own SMTP credentials
- Per-channel message templates for email, SMS and WhatsApp
- Full delivery log with open and click tracking
- Permanent do-not-contact list applied to every send-out
Built for businesses that serve people, not just accounts
The mechanics are the same everywhere. What changes is when you ask, and what you ask about.
Restaurants and cafes
QR cards on the table and by the till, so guests answer while the meal is still fresh. Track food, service and wait time separately, and see which shifts and which days generate complaints.
Read more
Retail stores
Counter cards for walk-in trade, post-purchase email for online orders, and one report that covers both. Compare branches, catch stock and queue complaints early, and grow your review count steadily.
Read more
Service businesses
Salons, clinics, garages, trades and agencies. Send the request once the job is finished, tag who did the work, and track satisfaction per person rather than per company.
Read more
Three numbers that mean different things
FeedbackHub records the standard customer experience metrics rather than inventing its own, so your results stay comparable to the rest of your industry.
NPS
Net Promoter Score, scored 0 to 10. Promoters minus detractors, as a percentage. It measures loyalty and willingness to recommend, which is the number most closely tied to repeat business.
CSAT
Customer satisfaction, usually captured as stars or faces from 1 to 5. It answers a simple question about a specific interaction: was that good or not?
CES
Customer Effort Score, scored 1 to 7. It measures how hard the customer had to work. High effort predicts churn even when satisfaction looks acceptable, so it is worth watching separately.
Before you ask
Do customers need an app or an account?
No. A feedback link opens a mobile web page. There is nothing to install, nothing to log into, and no password to remember. That is deliberate, because every extra step costs you responses.
How long does setup take?
Building and publishing a form takes a few minutes. Connecting WooCommerce or Shopify takes about ten. Verifying your sending domain depends on how quickly your DNS provider updates, usually under an hour. Printing QR cards needs no setup at all beyond a published form.
Will this annoy our customers?
Only if you let it. Requests are deduplicated so the same person is not asked twice about the same purchase, repeat sends inside 24 hours are blocked, and anyone who opts out is added to a permanent suppression list. One short, well-timed request tends to be welcomed rather than resented.
Can we run more than one location or brand?
Yes. Forms, QR codes, integrations and reports all sit inside one account, so you can run a separate form per site or per brand and compare them in the same dashboard. Team members get their own logins with role-based access.
What does it cost?
Pricing depends on how many responses you collect, which channels you use and how much setup you want us to handle. SMS and WhatsApp carry per-message carrier costs, so a quote is more honest than a fixed sticker price. See the pricing page for what is included at each level.
See what your customers would tell you if you asked
Tell us how you sell, how many orders you handle in a month and what you want to improve. We will come back with a setup plan and a price for your business.