> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://typeform.ferndocs.com/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://typeform.ferndocs.com/_mcp/server.

# Customer Feedback

Use AI to collect, analyze, and act on customer feedback more effectively.

## Feedback Form Types

**Product Feedback**

* Feature requests and ideas
* Usability issues and bug reports
* Product satisfaction (NPS/CSAT)
* Beta testing feedback

**Customer Experience**

* Post-purchase surveys
* Support interaction ratings
* Onboarding feedback
* Churn/cancellation interviews
* Customer effort score (CES)

**Continuous Improvement**

* Quarterly check-ins
* Feature adoption surveys
* Competitive insights

## AI-Powered Features

**Adaptive Questioning**

* Low satisfaction score? AI automatically asks follow-up questions
* Mention a feature? AI probes for specifics
* Report a bug? AI requests reproduction steps
* Positive feedback? AI identifies expansion opportunities

**Sentiment-Aware Routing**

* Negative feedback → Immediate alert to customer success
* Urgent issues → Escalation workflow triggered
* Feature requests → Product team notification
* Promoters → Request testimonial or referral

**Automatic Analysis**

* Theme extraction from open-ended responses
* Sentiment trends over time
* Priority scoring for feature requests
* Churn risk identification

## Best Practices

**Timing**

* Post-purchase: 3-7 days after delivery
* Post-support: Within 24 hours of case closure
* Product updates: 2 weeks after feature launch

**Close the Loop**

* Acknowledge all feedback
* Share what changes were made
* Re-survey after improvements
* Thank promoters publicly

Integrate with Zendesk, Intercom, Slack, and Productboard to automate workflows and close the feedback loop.