Feedback Form Editor

The feedback form editor lets you build and edit a single post-appointment survey.

Overview

The editor is organised into three tabs: Settings, Questions, and Preview.

Settings

On the Settings tab you define the form's basics:

• Name and Purpose — the form title, and a purpose (Visit, Booking experience, Event, Cancellation, No-show, Campaign, or Relationship) that labels this form's insights. Both are required.
• Allow anonymous submissions — when enabled, clients can submit responses without identifying themselves.
• Texts — the form title and description, with a field for each of your organisation's languages.
• Images — an optional feedback banner image shown with the survey.
• Valid from / Valid until — dates that limit when the form is active.
• Send delay (days) — how many days after the appointment the survey is sent (default 1, up to 365).
• Cooldown per client (days) — the minimum number of days before the same client can receive this form again (default 90, up to 3650). This stops frequent visitors from being surveyed after every visit.
• Resources in scope — leave empty for an organisation-wide form, or select specific resources to limit the form to them.
• Shareable link — a public link you can hand out or post separately from the automatic post-appointment send. Click the refresh icon to generate it (or regenerate it, which invalidates the old one), and the copy icon to copy the URL. Expiry optionally stops the link from accepting responses after a date, and Max responses optionally caps how many responses it accepts (0 means uncapped).

Questions

Questions come from a shared, reusable question pool for your organisation, so the same question can appear on several forms and its answers stay linked across them. On the Questions tab, click the plus button to open the picker: search the pool and click a question to add it to the form, or click the plus button in the picker to create a new pooled question. Drag a placed question by the handle to reorder it, click the pencil icon to edit the underlying question, and click the close icon to remove it from this form (this does not delete it from the pool). The table also shows each question's type, a tracked badge for questions graphed over time in the insights board, and a Required checkbox for whether an answer is mandatory on this form.

When you create or edit a pooled question, you set:

• a type — Rating (1–5), NPS (0–10), Effort score (CES), Free text, Yes / No, Single choice or Multiple choice;
• a Question heading and an optional Hint, each per language;
• Track over time — available only for Rating, NPS and Effort score questions; when enabled, you can set a Metric key, a stable identity so that two questions sharing a key combine into one trend line in the insights board.

Depending on the type there are further settings: the Rating scale max (2–10) for rating questions; the Scale maximum (2–10) plus Low end label and High end label for effort score (CES) questions; the Max length (characters) for free-text questions; and the list of options for choice questions. Each choice option has a stable Value, which is stored with responses, and a Label you can translate per language; options can be added, reordered by dragging, and removed.

Preview

The Preview tab shows how the form will appear to clients, so you can check the wording and order before saving.

Deleting a form

To delete a form, click the bin icon (Mark for deletion) in the toolbar. A warning appears and the form becomes read-only while marked; click Save to delete it, or click the bin icon again to keep the form.

Saving

Click Save to store the form. A form needs a name, a purpose, and at least one question; choice questions need at least one option.