Inside the Customer Feedback template: questions, defaults, and edits

Open the Customer Feedback template and you get four questions. It starts with satisfaction, asks about recommending the service, then offers an overall experience slider and a space for suggestions. The first two answers are required. Both later fields are optional, although the slider already has a value before anyone touches it.

If you plan to report an average score, review how the public form records the slider before sharing the link with customers who may answer only the required questions and submit.

The two required questions

"How satisfied are you with our service?" is a single-select with five choices, from Very satisfied through Neutral to Very dissatisfied. The next question, "Would you recommend us to a friend?", uses radio buttons for Definitely, Maybe, and No. Respondents must select an answer to each before submitting.

Someone could be satisfied with a support reply and still decline to recommend the product because colleagues need a feature it lacks. Keep both questions if that distinction informs a decision. For a survey about one support ticket, you might instead change the first label to "How satisfied are you with the help you received?" and remove the recommendation question.

What the slider's 5 means

"Rate your overall experience" runs from 0 to 10, in steps of 1, and starts at 5. The helper text says "Drag the slider from 0 to 10." An untouched slider can submit 5 because the public form puts that default into its answer data when it loads.

Five is a recorded score. It does not mean "no opinion", and marking the slider required would still allow its starting value to satisfy the rule. An average can therefore include midpoint scores from people who skipped this question. The submitted number alone cannot distinguish those cases from a customer who chose 5 deliberately.

For an explicit answer, replace the slider with a number input bounded at 0 and 10, or a choice field with each score listed and no preselected answer. Test it blank first. If you keep the slider, define the scale in its description, such as "0 = very poor, 10 = excellent", and account for the default when interpreting results.

The suggestion box and any additions

"What can we improve?" is an optional paragraph field with the placeholder "Share your suggestions...". There is no contact section. The template submits without a comment or a separate question about what went well.

Adapt this prompt to the interaction you are reviewing. "What would have made your delivery easier?" gives a customer a specific subject. If you add a category selector for sorting comments, include choices that correspond to teams or decisions you can act on. Avoid collecting an address or company size without a reason to use it.

The template's button says "Submit feedback". Before distributing the form, make a test submission using only the two required choices, then inspect the recorded slider answer. Repeat with a changed score and a written suggestion to check how both responses appear.

For a specific collection goal, use the guides to feedback without identity questions or customer satisfaction questions and scoring. For usage research, the product survey question guide starts with the task a customer tried to complete. For a support chat, the post-chat survey questions guide covers the wrap-up right after the conversation.

Adapt the template to the decision you need to make

The same starting form can support different reviews, but its questions should not be treated as a universal scorecard. For a recent support conversation, ask about the help received and whether the issue was resolved. For a delivery, ask whether the order arrived as expected. For product research, ask what the customer was trying to do. Each version needs a different follow-up because the team responsible for acting on the answer is different.

Before publishing, write down the question, the decision it supports, who will review it, and what happens when the answer indicates a problem. Remove any field without a clear use. Then submit three test responses: the lowest rating, the highest rating, and a response that leaves optional fields blank. Check how the template stores its default slider value before calculating an average.

Preview Customer Feedback in the template gallery. Start a custom feedback form in the builder.