Product, CX, and support teams
Feedback forms that tell you what to fix
Ratings tell you something is wrong. Follow-up questions tell you what. FormXen lets you ask both without making every respondent read every question.
The failure mode of a feedback form is not a low response rate — it is a pile of scores with no explanation. A 3-out-of-5 tells you nothing you can act on, and the free-text box that might have explained it goes unanswered because it was shown to everyone, including the people who had a fine experience.
The fix is conditional: ask everyone the short scored question, then show the "what went wrong" follow-up only to the people whose answer warrants it. FormXen does this with multi-condition rules, so a low score can open a different question than a high one, and neither group sees the other.
From there the responses need to reach whoever acts on them. Search and paginate submissions in the app, export CSV or Excel for analysis, download a PDF of a single response to attach to a ticket, or fire a webhook so a new piece of feedback shows up in the system your team already watches.
What carries this in FormXen
Scales built for scoring
Linear scale, slider, ranking, and matrix fields, so an NPS or CSAT question is a field type rather than a row of radio buttons you assemble by hand.
Conditional follow-up
Multi-condition rules show or hide fields based on earlier answers, so detractors get the diagnostic question and promoters get a short form.
One response, one PDF
Download any single submission as a PDF to attach to a ticket or send to whoever owns the fix, without exporting the whole sheet.
Push it where the team already looks
Email notifications on submit, plus webhooks that post the response to your own systems as it arrives.
How it is set up
- Start from the customer feedback template, or describe the form to Create with AI and edit the draft.
- Add a linear scale or rating field for the headline score, and keep it to one question.
- Add the follow-up question, then set a condition so it appears only under the scores you care about.
- Turn on Turnstile and honeypot protection if the form will be public.
- Point a webhook at your ticketing or chat tool, or export responses when you are ready to analyse them.
Start from a template
Questions teams ask
Can I ask a different follow-up for low and high scores?
Yes. Conditional logic evaluates the answer to the scored question, so you can show one field when the score is at or below a threshold and a different one above it. Respondents only ever see the branch that applies to them.
Do respondents need an account to leave feedback?
No. A published form has a public fill link that anyone can open, and the embed widget works the same way. Accounts are only for the people building forms and reading responses.
How do I stop bots filling in the form?
Public forms can use Turnstile and a honeypot field. Both run without adding a puzzle for genuine respondents in the normal case.
Can I get feedback out of FormXen and into our own tools?
Yes, three ways: export CSV or Excel for the whole set, download a PDF of one response, or configure a webhook that posts each submission to your endpoint as it comes in.