Feedback & Surveys

Overview

Creates surveys for customers or employees, then analyzes responses to guide improvements.

Key concepts

Key terms, statuses, and records that appear in Feedback & Surveys in XFatora.

Setup & prerequisites

Connect required settings, templates, and defaults for Feedback & Surveys in XFatora.

Roles & permissions

Assign role-based access, approvals, and visibility for Feedback & Surveys in XFatora.

Main workflows

Feedback & Surveys module

enables you to gather input, opinions, and satisfaction data from your customers (or even employees). Through customizable surveys and feedback forms, you can systematically collect insights that drive improvements in your products, services, and overall customer experience. This module covers everything from simple one-question polls to comprehensive multi-page surveys. Below is how to utilize it effectively.

Creating a New Survey

Survey Design:

Navigate to the

Surveys

section and click

Create New Survey

. Give your survey a clear title (e.g. Customer Satisfaction Q1 2026 or Website Feedback Survey). Write a short description that explains the surveys purpose to respondents. For instance,

We value your opinion! Please take 5 minutes to tell us about your experience with our service.

This will appear on the survey welcome page or invitation.

Questions and Formats:

Add questions to your survey, one by one. The module supports various question types:

Multiple Choice (Single Answer):

Respondents select one option from several (e.g.

How would you rate our support? Excellent/Good/Fair/Poor

).

Multiple Choice (Multiple Answers):

Respondents can check all that apply (e.g.

Which features do you use? A, B, C

).

Scale or Rating:

Often displayed as stars or a numeric scale (e.g.

On a scale of 1-10, how satisfied are you?

).

Free Text:

An open-ended text box for comments (e.g.

Any additional feedback or suggestions?

).

Yes/No (Boolean):

A quick binary choice (e.g.

Would you recommend us to a friend? Yes/No

).Drag-and-drop or use the interface to arrange questions in the desired order. For each question, you can mark if its

Required

to answer before submitting.

Conditional Logic (if needed):

The survey tool may allow you to show or skip certain questions based on prior answers. For example, if a user answers No to

Have you used Feature X?

, you can skip questions specifically about Feature X. This makes the survey shorter and more relevant for each respondent. Configure logic by setting rules on questions (this might be an advanced option).

Survey Appearance:

Customize the look you can often add your logo, choose color themes, and maybe a header image. A professional, branded appearance can improve response rates because it looks trustworthy and visually engaging. Preview the survey to see exactly how it will appear to users and test that all questions behave as expected.

Deploying the Survey

Target Audience:

Decide who should take this survey. Common use cases:

Customers:

For product/service satisfaction you might target all active customers, or customers who recently made a purchase or ticket.

Prospects or Website Visitors:

For market research or website feedback open the survey publicly.

Internal Team:

Possibly use surveys for employee feedback or training evaluations.

Distribution Methods:

The module offers several ways to distribute:

Email Invitations:

You can send the survey to a list of email addresses (e.g., all clients, or a filtered list like those who bought in last 6 months). The system can generate a unique survey link per recipient or a general link. Craft a friendly invitation email explain why their feedback is valued and perhaps mention an incentive if you offer any (discount, entry into a prize draw, etc., for completing the survey).

Public Link:

Make the survey accessible via a generic link. This is useful for posting on social media, your website, or sending in newsletters. If you choose a public link, you can still ask for identifying info in the survey if needed (like Please enter your email as a question).

Embed on Website:

In some cases, the module lets you embed the survey form on your website or within your web app. This is a seamless way to get feedback in-app (for example, an embedded widget that pops up

Rate your experience on our site

).

Scheduling:

You might set a timeframe for the survey. For instance, if its a quarterly survey, you open it today and plan to close it in three weeks. The module can automatically close submissions after a specified end date. You can also schedule the initial invitation email e.g., send Monday at 10am when people are likely to see it.

Anonymous vs Tracked:

Decide if responses should be anonymous. For customer satisfaction, people often respond more honestly if they feel its anonymous. The module can be set to not record personal identifiers with answers. Alternatively, for targeted feedback, you might want to know who said what (especially in employee surveys or smaller client pools). Theres also a middle-ground: not forcing people to give their name but if they choose to (or if they use their unique email link, youll know). Configure anonymity settings according to the sensitivity of the survey.

Collecting and Increasing Responses

Multiple Reminder Emails:

Its common that not everyone responds to the first invite. The module can send reminders to those who havent completed the survey yet. For example, a week after the first email, schedule a polite reminder

Just a friendly reminder to share your feedback our survey is still open!

. Often one or two reminders can significantly lift response rates.

Response Tracking:

In the survey dashboard, youll see how many have responded and basic stats like completion rate. You can also see who has not responded yet (if not anonymous). Keep an eye on the count. If responses are lower than expected, consider an extra reminder or extending the deadline.

Incentives:

If appropriate, mention incentives in your communications to boost participation. This could be

Complete this survey and get a 10% off coupon

or

Well draw one lucky respondent to win a free month of service

. Ensure you deliver on these promises. The module wont automatically handle incentives, but you can manually follow up once the survey closes.

Embedded Feedback Buttons:

For ongoing feedback mechanisms (not one-time surveys), you can use small feedback widgets. For instance, on your website you might have a Feedback button that opens a mini-survey (like

How do you like our new layout?

with a 1-5 star rating and a comment box). The Survey module can power these micro-feedback forms, which are always available. They tend to gather fewer but more immediate responses about specific features or pages.

Analyzing Survey Results

Summary Reports:

Once responses start coming in, the module provides aggregate results. Visualize multiple-choice questions in charts: pie charts for distribution of answers, bar graphs for ratings, etc. For example, see the percentage of customers who said

Excellent

vs

Good

for support satisfaction. Look for trends: if 80% rate 4 or 5 stars, thats great; if a significant portion are lower, that signals an issue.

Filtering and Segmentation:

If the survey is not anonymous and you have metadata (like customer type, region, etc.), you might be able to filter results by those. For instance,

What did our VIP clients say versus our smaller clients?

or

Is satisfaction higher in one region than another?

. This segmentation can uncover insights maybe one groups experience is different, pointing to a need for targeted improvements.

Open-Ended Feedback:

For text-based answers (comments and suggestions), read through them carefully. The system might provide a list of all comments. Some tools offer keyword analysis (like highlighting frequent words) but often its best to manually read since customers may convey subtle points. Categorize the comments if possible e.g. if many mention price too high or need more tutorials, note those themes. This qualitative data is gold for understanding the why behind the scores.

Export Data:

You can usually export survey results (to Excel/CSV or PDF). This is useful for deeper analysis or to share with other stakeholders. For example, export and create a presentation of key findings for your team or management. When sharing, ensure anonymity if promised (remove any identifying info from responses if needed).

Taking Action on Feedback

Identify Quick Wins:

Look for any straightforward fixes or changes mentioned. For example, if multiple customers said

The checkout process is confusing

, thats a clear area to investigate with your UX team. If employees all mention wanting more training on a tool, plan a workshop. Quick wins show respondents that their feedback leads to action, which will encourage them (and others) to keep giving feedback.

Address Negatives:

If some responses were particularly negative or indicated a poor experience, consider reaching out (especially if not anonymous). For customers: a support manager could contact an unsatisfied respondent to personally apologize and clarify how youre addressing their issues. This can help recover a relationship. For internal surveys: management should acknowledge the negatives and layout a plan to improve (e.g.

We heard that communication needs to be better we will implement a weekly update email as suggested.

).

Share Positives:

Also celebrate and amplify positive feedback. Share glowing comments with your team to boost morale (

Customer X said our onboarding was fantastic thanks to [Employee]!

). You might even ask customers who gave high ratings if you can use their comments as testimonials (if appropriate).

Closing the Loop:

Once you have analyzed and decided on changes, communicate back to the surveyed audience if possible. For example, send a brief

Thank you for your feedback heres what were doing

email.

You said our documentation is hard to search, so we are adding a new search feature to our Help Center next month.

This shows respondents that their time was well spent and that your organization truly values their input. It increases trust and the likelihood theyll participate in future surveys.

Continuous Feedback Mechanism:

Use the module regularly, not just as a one-off. Perhaps institute a quarterly customer satisfaction survey, a post-support ticket survey (right after a ticket closes, ask that customer for feedback on that interaction), or an annual employee engagement survey. Continuous feedback helps you track improvement over time. The module will accumulate data so you can compare, say, Customer Satisfaction score this quarter vs last quarter did it go up? By maintaining this cycle of feedback and action, your company can become more responsive and customer-centric, with the data to prove it.

Using Feedback Beyond Surveys

Feature Voting:

The module can also be adapted for feedback forums or idea voting. For example, you could list several proposed new features and ask customers to rank or choose their favorite. While not a traditional survey, its a way to involve customers in product development.

Testimonials and Reviews:

After a positive survey result (like a customer giving a 9 or 10 NPS or a very satisfied comment), you might gently prompt them for a public review or testimonial. The survey module identifies happy customers; your marketing team can follow up with those specifically.

Benchmarking:

If you perform the same survey periodically, you establish benchmarks. For instance,

Net Promoter Score (NPS)

could be one measure. Each survey run will show if your NPS is improving or not. Share these key metrics in internal dashboards. It creates accountability to improve and also highlights successes as they happen (e.g.,

We raised our NPS from 40 to 50 over the last year!

).

By consistently leveraging the Feedback & Surveys module, you tap into an invaluable source of information the voice of your users and team. Designing clear surveys, making it easy to respond, and then acting on the findings closes the feedback loop. Over time, this practice leads to higher satisfaction, loyalty, and a culture of continuous improvement within your organization.

Screens & fields reference

Use these screens and fields to complete tasks inside Feedback & Surveys in XFatora.

Automations & notifications

Review automation rules and notifications available in Feedback & Surveys in XFatora.

Reports & dashboards

Track KPIs and dashboards powered by Feedback & Surveys in XFatora.

Common mistakes

• Skipping required configuration before the first workflow.
• Not assigning the correct permissions for team roles.
• Forgetting to review automation or notification settings.

FAQs

Troubleshooting

Related modules