FeedbackHub
Everything FeedbackHub does
Five parts that work as one: build the question, get it in front of the customer, collect the answer, understand what it means, and decide what happens next. This page covers all of it, with links to the detail behind each area.
Feedback form builder
Fifteen question types, conditional logic, your branding, and a version history that keeps old answers tied to the questions that produced them.
Automated feedback requests
Personal tracked links by email, SMS and WhatsApp, sent from your own domain, with delivery logging and a permanent suppression list.
QR code feedback
Ten print-ready card and poster designs, scan tracking, and a destination you can change after the cards are already on the tables.
Analytics and AI insights
NPS, CSAT, CES, rating distribution, channel performance and per-form summaries, plus sentiment scoring and recurring theme detection on free text.
Review routing and alerts
Rules that fire on rating thresholds or negative sentiment: offer a public review link, email a manager, or post the response to a webhook.
Integrations
WooCommerce plugin, Shopify webhooks, a generic order webhook for any other platform, and a browser extension for POS screens without an API.
Asking the question
A feedback form is only useful if people finish it. Everything in this part of the product exists to reduce the number of reasons someone abandons halfway.
Fifteen question types
Twelve of them collect an answer: NPS from 0 to 10, star ratings, smiley faces, effort score from 1 to 7, sliders with your own end labels, thumbs up or down, single choice, multiple choice, short text, long comments, email and phone. Three are layout elements: headings, dividers and images, for when a form needs sections or a picture of the product being reviewed.
Conditional logic
Questions can be shown or hidden based on earlier answers. Ask what went wrong only when the rating was low. Ask which dish they ordered only when they said they ate in. Short forms get more responses, and logic keeps a form short for most people while still capturing detail from the ones who have something specific to say.
Your branding, not ours
Set the logo, its size and alignment, the accent colour, the introduction text and the thank-you message. The form can carry your company logo automatically or a custom image per form. Customers should feel like they are answering you, not filling in a third-party survey.
Version history
Each publish creates a new version of the form, and every response records which version it answered. Change a question next month and last month's data does not silently change meaning. This matters as soon as you start comparing periods.
Single-use personal links
Requests sent by email, SMS or WhatsApp carry a link tied to one recipient and one order. It opens without a login and closes once the response is submitted, which stops a link being forwarded and answered ten times.
Hidden context capture
Order number, order value, staff member, branch or any other value your system knows can travel with the link and be stored against the response. The customer never sees these fields, but your reports can filter and group by them.
Getting it in front of the customer
The best form in the world collects nothing if it never reaches anyone. FeedbackHub gives you six ways to deliver it, and you can run all of them at once.
| Channel | Best for | How it works |
|---|---|---|
| Online orders, bookings, invoiced work | Sent from your verified domain with a personal tracked link. Opens, clicks and completions are recorded per message. | |
| SMS | Walk-in trade, mobile services, older customers | A short message with a shortened link. Higher open rates than email, at a per-message carrier cost. |
| Markets where WhatsApp is the default channel | Sent through the WhatsApp Cloud API, using either an approved template or a plain text message inside an open conversation window. | |
| QR code | Counters, tables, receipts, packaging, vehicles | Ten printable designs. Scans are logged, and the destination form can be swapped without reprinting. |
| Browser extension | POS or admin screens with no API | A Chrome extension watches the checkout screen and fires a request when a sale is completed. |
| Direct link | Email signatures, receipts, social posts, chat replies | A permanent public URL for the form. Useful when there is no order record to attach the response to. |
Each response records the channel it arrived through, so you can see whether QR cards or post-purchase email are actually producing your feedback, and stop paying for the one that is not.
Turning answers into something you can act on
Scores tell you what happened. Comments tell you why. FeedbackHub reports both, and does the tedious part of reading the comments for you.
The numbers
The overview dashboard covers 7, 30, 90 or 365 days. It shows total responses, average rating, average satisfaction, average effort score and Net Promoter Score, with a daily trend line for volume and rating so you can see whether a change you made actually moved anything.
Underneath that sit the distributions. Star ratings are broken out one to five, effort scores one to seven, so you can see the shape rather than just the average. A mean of 3.5 made of fives and twos is a very different business from one made entirely of threes and fours.
Responses are also summarised per form, per channel and by promoter and detractor counts, and the platform surfaces the responses most likely to need attention first, ordered by negative sentiment, then detractor scores, then high-effort and low-rating answers.
What the AI layer actually does
Each comment is passed to a language model that returns a sentiment score between negative and positive, a label, and one or more themes. Themes are stored per account and counted, so "slow at the counter" written five different ways still lands in one bucket.
Analysis runs on a schedule in the background rather than blocking submission, so the customer sees their thank-you screen immediately and the insight appears in your dashboard shortly after.
Sentiment is also a workflow trigger, which means a politely worded four star review that describes a real problem can still raise an alert.
The words
Reading four hundred comments is a job nobody does twice. The platform scores every piece of free text for sentiment, then groups recurring subjects into named themes with a running count of how often each one appears.
The result is a ranked list of what customers praise and what they complain about, which is the closest thing to a to-do list that customer feedback produces. When "queue at the till" climbs from twelfth to second in a month, that is a staffing decision rather than a vague feeling.
The reports page also assembles a short set of recommended actions based on what your current data shows: chase more responses when volume is too low to be reliable, follow up with detractors, look at low-effort scores, or ask promoters for public reviews.
The parts you only notice when they are missing
Team access
Add colleagues with their own logins. Permissions control who can build forms, who can send requests, who can reply to feedback and who can only read reports. Deleting responses can be restricted to specific users.
Response inbox
Every response has a detail view with the full answer set, the channel it came through, the sentiment label and the customer's contact details where they gave them. Mark a response as responded once someone has followed up, so nothing is chased twice.
Suppression list
Addresses and numbers can be suppressed manually or automatically, with a reason recorded against each entry. Suppressed contacts are checked before every send-out, permanently.
Message templates
Reusable email, SMS and WhatsApp templates, editable per channel and assignable per form, so a service reminder and a restaurant follow-up do not have to share wording.
Sending domain control
Verify your own domain with CNAME, SPF and DKIM records, or connect your own SMTP server. Either way, messages come from you rather than from a shared platform address.
Billing and invoices
Invoices are generated in the account, payable by card through Stripe, and downloadable as PDFs for your accountant. No chasing anyone for a receipt.
Want to see it against your own setup?
Send us the platform you sell on and roughly how many orders you take a month. We will tell you which channels make sense, what setup involves, and what it would cost.