FeedbackHub
The request goes out whether anyone remembers or not
Asking for feedback manually works for about a week. FeedbackHub sends the request automatically when an order completes, by email, SMS or WhatsApp, with a personal link that belongs to that customer and that purchase. Every send is logged, every opt-out is permanent, and everything goes out from your own domain.
Pick the one your customers reply on
There is no universally best channel. There is only the one your particular customers read. You can run all three and let the data settle the argument.
The default for online orders and invoiced work. Sent from your verified domain with your logo and wording, carrying a personal tracked link. An invisible pixel records opens, the link records clicks, and submission records completion.
Cost: included, no per-message charge.
SMS
Read within minutes by almost everyone, which makes it the strongest channel for walk-in trade and for customers whose email you either do not hold or do not trust. Kept short, with a link and no clutter.
Cost: per message, at carrier rates.
In many markets this is where customers actually talk to businesses. Sent through the WhatsApp Cloud API using an approved message template, or as plain text when there is an open conversation window with that customer.
Cost: per conversation, at Meta's rates.
Asked once, at the right moment, and never again
The most common way to ruin a feedback programme is to send too much. FeedbackHub applies several guards by default rather than trusting whoever configured it.
Requests are deduplicated against the customer's contact details. If the same person triggers two sends inside the deduplication window, the second one is dropped rather than delivered. Each request link is tied to one dispatch and closes after it has been answered, so a forwarded link cannot produce ten responses from one purchase.
Before any send, the recipient is checked against your suppression list. Entries can be added manually or automatically, each with a recorded reason: unsubscribed, complained, a vendor address, or a manual decision. Suppression is permanent and applies across every form and every channel.
- Automatic deduplication inside a configurable window
- One-time-use links, closed after submission
- Permanent do-not-contact list, checked before every send
- Reason recorded against every suppression entry
- Manual send-outs available for one-off follow-ups
Sent from your domain, not from a shared one
Feedback email is transactional in nature but easily mistaken for marketing by spam filters. Sending from a shared platform domain puts your messages behind the reputation of every other business using that platform, which is a risk you cannot see and cannot manage.
FeedbackHub sends from your own domain instead. Add it in settings and the platform generates the DNS records to publish: a CNAME, an SPF entry and a DKIM key pair with its own selector. It then checks each record and reports which have propagated, so you know the domain is properly authenticated before the first customer message goes out.
If you would rather use mail infrastructure you already pay for, connect your own SMTP credentials and the platform will send through those instead. Either way the customer sees your name in the sender field, and replies come back to you.
- CNAME, SPF and DKIM records generated for you
- Verification checks run against live DNS
- Optional bring-your-own SMTP server
- Test message sent before the domain is marked verified
- Your name and address in the sender field, not ours
Wording you control, per channel and per form
A garage asking about a service and a cafe asking about breakfast should not send the same message. Templates are reusable, editable and assignable.
Per channel
Email templates get a subject line, formatted body and your branding. SMS and WhatsApp templates are short-form, built to sit inside a message that fits on one screen without truncation.
Per form
Attach a default template to a form so any send-out for that form uses the right wording automatically, without anyone having to choose it each time.
Merge fields
Insert the customer's name, your company name and the personal feedback link. A message that opens with the right name gets read considerably more often than one that starts with "Dear customer".
An email builder
Email templates can be edited visually rather than in raw HTML, so changing a heading or a button colour does not require sending a ticket to a developer.
Platform defaults
Sensible default templates ship with the account and can be inherited or overridden. A new account can send a well-worded request on day one without writing anything from scratch.
Footer and watermark control
Control what appears in the footer of outgoing messages and on the feedback page itself, including your own contact details.
When should the request go out?
Timing matters more than wording. The window where a customer both remembers the experience and still feels something about it is short, and it closes faster than most businesses assume.
For food and drink, ask while they are still on the premises or within an hour of leaving. A QR card on the table beats an email the next morning, because by breakfast the detail has gone and only a vague impression remains.
For retail, ask the same day for an in-store purchase, and shortly after delivery for an online order. Asking about a parcel before it arrives produces feedback about your courier's tracking page rather than about your shop.
For services and repairs, ask once the job is genuinely finished and the customer has had a chance to use the result. A garage asking twenty minutes after collection is asking about the paperwork. A garage asking two days later is asking about the repair.
For appointments and consultations, same day is usually right. The experience was the interaction itself, and there is nothing further to wait for.
The practical answer is to start with one timing per channel, look at the response rate after a few hundred sends, and adjust. Because every response records its channel and its dispatch, that comparison takes a minute rather than a spreadsheet.
What a good request looks like
Short. Name the business, name the purchase, ask one clear question and give one link. Nothing about how much you value their opinion, no paragraph explaining your commitment to quality, no discount offer attached, because attaching a reward changes what people tell you and inflates every score you collect afterwards.
Tell them how long it takes and be honest about it. "Two questions, about thirty seconds" sets an expectation the form can actually meet. If the form then opens with fourteen fields, you have trained that customer to ignore you next time.
Get your sending domain verified properly
Setup includes the DNS records, verification and a test send, so your first campaign lands in inboxes rather than spam folders.