Frequently asked questions

Building and publishing a form takes a few minutes. Generating a QR code and printing it takes another few. If that is your whole setup, you can be collecting feedback the same afternoon.

Connecting a store adds about ten minutes for WooCommerce or Shopify. Verifying your own sending domain depends on how quickly your DNS provider publishes records, which is usually under an hour but occasionally longer. A multi-branch rollout with a POS extension is a bigger piece of work and we scope it with you.

No. The form builder is drag and drop, QR codes are generated and printed from the account, and integrations are a matter of pasting one URL into a settings field.

The two places where a technical hand helps are publishing DNS records for your sending domain and identifying the right CSS selector if you use the browser extension. We handle both during setup rather than leaving you to work them out.

A decision about what you want to learn, which sounds obvious but is the step most often skipped. A form built to answer a specific question produces useful data; a form built to cover everything produces long forms and low completion rates.

Practically, you need access to publish DNS records if you want your own sending domain, admin access to your store if you are integrating one, and a printer if you are using QR cards.

Get in touch and we will walk through the platform with your own scenario in it, including the form you would use and the channel that suits your customers. That conversation is generally more informative than a self-serve trial, because most of the value depends on the setup being right for how you actually sell.

It varies enough that anyone quoting a single figure is guessing. Timing, channel, form length and how the request is worded all move it substantially, and so does the type of business.

What holds consistently: SMS outperforms email, requests sent close to the experience outperform delayed ones, and shorter forms outperform longer ones. A QR card that staff verbally mention will roughly double the scans of one that sits there silently. Rather than chase a benchmark, run for a month and compare your own channels against each other, which the channel breakdown makes straightforward.

No. The feedback link opens an ordinary mobile web page. Nothing to install, nothing to sign into, no password. Every additional step between the customer and the first question costs you responses, so there deliberately are not any.

One short, well-timed request is generally welcomed. Problems come from volume and repetition, which is why several guards are applied by default.

Requests are deduplicated by customer contact details, so the same person is not asked twice about the same purchase. Repeat sends inside the deduplication window are dropped. Anyone who opts out goes onto a permanent suppression list that is checked before every future send. For businesses with frequent regulars, a longer gap can be configured so a weekly customer is not asked weekly.

Yes, and for many businesses that is the majority of trade. A printed QR code needs no contact details at all: the customer scans, answers and leaves, and the response appears in your dashboard attributed to the QR channel.

The trade-off is that those responses are anonymous unless the customer volunteers contact details, so you cannot follow up on a complaint. Adding an optional contact field that appears only when the rating is low recovers a useful proportion of those cases.

Three questions suits most businesses: one score, one open comment and one optional contact field. That is roughly thirty seconds of a customer's time and it produces everything the reporting needs.

Where you need more depth, use conditional logic rather than length, so most people see the short version and only customers with a specific problem see the diagnostic questions.

Review platforms prohibit review gating, which means selectively soliciting reviews only from customers you already know are happy, or preventing unhappy customers from reviewing you.

FeedbackHub offers a convenience link on the thank-you screen when a rule matches. Nobody is blocked from reviewing you, no feedback is hidden, and low scores are recorded and reported exactly like high ones. Policies differ by platform and change over time, so read the current rules for whichever site you point at and set your thresholds accordingly. If you would rather not rely on a threshold at all, offer the link to everyone and let the recovery workflow deal with the unhappy cases separately.

No, and a system that did would be worthless. Every response is stored, counted in your averages and included in the reporting regardless of score. What changes is the order of events: you hear about a problem before the customer has finished thinking about whether to write about it publicly.

The change most businesses see first is volume and recency rather than a jump in the average, and for local search those two often matter more. A profile with recent reviews reads as a business that is currently operating and currently good.

If your service genuinely has a problem, routing will not fix it. The reporting exists precisely so you find that out and can address the cause rather than manage the symptom.

You do. It is your customers' feedback about your business. We store and process it so the platform can function, and you can export it or ask for it to be deleted.

Only what is needed to send a request and record a response: an email address or phone number where you supply one, the customer's name where available, and an order reference if your system provides it. Responses also record technical details such as the channel, the time and the browser used.

What appears on the form is up to you. If you do not add a contact field, QR responses stay anonymous. The general principle worth applying is not to collect anything you have no intention of using.

Comments are passed to a language model that returns a sentiment score, a sentiment label and one or more themes describing what the comment is about. Themes accumulate per account with a running count, which is what produces the ranked list of what customers praise and complain about.

The analysis runs in the background on a schedule rather than during submission, so customers never wait for it. Only the comment text is sent for analysis, not your customer list.

Yes, and the ability to do so can be restricted to specific users, so not everyone with a login can remove feedback. Deletion also lets you honour a customer request to remove their data.

WooCommerce through a WordPress plugin, Shopify through a native order webhook, and any other system through a generic webhook endpoint that accepts a JSON payload containing an email address or phone number. For POS and admin screens with no API at all, a Chrome extension can watch the checkout action on the page itself.

Automation platforms such as Zapier and Make can also call the webhook, which connects FeedbackHub to a very long list of other software.

Yes, and we recommend it. Add your domain, publish the CNAME, SPF and DKIM records the platform generates, and it verifies them before the first send. You can also connect your own SMTP server if you would rather send through mail infrastructure you already pay for.

Yes. Team members get their own logins, and permissions control who can build forms, who can send requests, who can reply to feedback and who can only read reports. Response deletion can be restricted separately.

Each integration records a running event count and the time of its last event, which is how you spot a silent failure. If the counter has stopped moving, the store is no longer calling the webhook, and the cause is usually a deactivated plugin, a cleared setting or a site migration.

It is worth placing a test order after any significant change to your store, which takes two minutes and prevents discovering a month later that nothing has been sent.

Yes. Run a form and a QR code per site, or a shared form with a branch question, and compare them in the same dashboard through the per-form summary. Agencies managing multiple client businesses are a distinct case and are set up differently, so tell us if that applies to you.

Yes. Responses are stored both as the complete raw submission and as normalised per-field rows, which is what makes filtering and export practical rather than a dump of unreadable JSON.