Feedback widget
A rating, and a follow-up question that only appears when the rating is low.
What it is for
Finding out what went wrong without asking everybody to write an essay. Everyone answers the first question, because it is one tap. The second one — the one that takes effort — is shown only to the people whose answer suggests they have something to say. What comes back is a rating from nearly everybody and a sentence from the few who were unhappy enough to write one, which is usually the pair you were after.
When to ask
After somebody has done something: finished an order, closed a ticket, completed a setup. A rating asked at the end of a task is about that task, and the answers are specific enough to act on. The same widget on arrival is about nothing, and gets answered accordingly.
When not to use one
On a first visit, when there is nothing to rate yet. And not if you are not going to read the replies — a feedback box collecting answers nobody opens is worse than no box at all, because it takes a moment from somebody who was trying to help you.
Questions
- How does the follow-up know when to appear?
- It carries a condition written against the first answer. The block is not hidden with CSS — it is not in the page at all until the condition is true, so a screen reader does not meet a question the visitor was never asked.
- Where do the replies go?
- Into your dashboard, under the widget that collected them, and out again as a CSV whenever you want them.
- Can I ask something other than a rating?
- Yes. The rating is what this preset opens with, not a fixed shape — the questions, the answers and the condition between them are all yours to change.