Feedback Forms

Create and embed feedback forms to collect user insights directly from your website or app.

Overview

Feedback Forms help you:

• Collect user feedback in real-time
• Measure satisfaction with NPS and CSAT
• Gather insights with custom questions
• Track submissions and analyze trends

Form Types

NPS (Net Promoter Score)

Measure customer loyalty:

• "How likely are you to recommend us?" (0-10)
• Automatic NPS calculation
• Follow-up question for context

CSAT (Customer Satisfaction)

Measure satisfaction with specific interactions:

• "How satisfied are you?" (1-5 stars or emoji)
• Quick and easy for users
• Great for post-interaction feedback

Comment

Open-ended feedback:

• Free-text response
• No rating required
• Best for qualitative insights

Custom

Build your own form:

• Multiple question types
• Conditional logic
• Flexible structure

Creating Forms

New Form

1. Navigate to Product → Feedback Forms
2. Click + Create Form
3. Select form type
4. Configure settings

Form Settings

Setting	Description
Name	Internal name for the form
Title	Displayed to users
Description	Optional context for users
Type	NPS, CSAT, Comment, or Custom
Status	Active, Draft, Paused, Archived

NPS Configuration

For NPS forms:

• Question text — Customize the main question
• Follow-up — Ask why they gave that score
• Thank you message — Shown after submission

CSAT Configuration

For CSAT forms:

• Question text — What are you measuring?
• Scale type — Stars, emoji, or numbers
• Follow-up — Optional additional question

Custom Forms

Build custom forms with:

• Text questions — Short or long answer
• Rating questions — Scale of your choice
• Multiple choice — Select one or many
• Conditional logic — Show questions based on answers

Embedding Forms

Getting the Code

1. Open your form
2. Click Get Code or view the SDK Help
3. Copy the embed snippet

JavaScript SDK

<script src="https://sdk.molley.io/feedback.js"></script>
<script>
  MolleyFeedback.init({
    publicKey: 'your-public-key',
    formId: 'your-form-id',
    user: {
      id: 'user-123',
      email: 'user@example.com',
      name: 'John Doe'
    }
  });
</script>

Trigger Options

Control when forms appear:

• On page load — Show immediately
• After delay — Wait X seconds
• On exit intent — When user moves to leave
• On click — Triggered by button click
• Programmatic — Call from your code

Targeting

Show forms to specific users:

• By user segment
• By page URL
• By user action
• By percentage (sampling)

Managing Submissions

Viewing Submissions

1. Open a form
2. Click Submissions
3. View all responses

Submission Details

Each submission shows:

• Response — The actual feedback
• User — Who submitted (if identified)
• Date — When submitted
• Page — Where they were
• Metadata — Additional context

Filtering

Filter submissions by:

• Date range
• Score (for NPS/CSAT)
• User segment
• Keywords

Export

Export submissions for analysis:

• CSV format
• Select date range
• Include all fields

Analytics

NPS Dashboard

For NPS forms:

• NPS Score — Overall score (-100 to 100)
• Distribution — Promoters, Passives, Detractors
• Trend — Score over time
• Comments — Qualitative feedback

CSAT Dashboard

For CSAT forms:

• Average score — Mean satisfaction
• Distribution — By rating level
• Trend — Score over time

Response Rates

Track engagement:

• Views vs submissions
• Completion rate
• Drop-off points

AI Assistance

Analyze Feedback

Ask Molley about your feedback:

• "What are the main themes in our feedback?"
• "Why are detractors unhappy?"
• "What do promoters love about us?"

Generate Insights

Get actionable insights:

• "Summarize this week's feedback"
• "What should we prioritize based on feedback?"
• "Identify trends in our NPS comments"

Context Awareness

When analyzing feedback, Molley knows:

• Your product and features
• Recent changes and releases
• Historical feedback patterns

Form Status

Status Options

Status	Description
Draft	Not yet published
Active	Collecting responses
Paused	Temporarily stopped
Archived	No longer in use

Managing Status

• Activate — Start collecting
• Pause — Stop temporarily (keep data)
• Archive — Stop permanently

Best Practices

1. Keep It Short

Respect user time:

• NPS: 2 questions max
• CSAT: 1-2 questions
• Custom: 5 questions max

2. Ask at the Right Time

Timing matters:

• After key actions
• Not too frequently
• When context is fresh

3. Close the Loop

Act on feedback:

• Respond to negative feedback
• Thank promoters
• Show you're listening

4. Segment Analysis

Different users, different insights:

• Analyze by user type
• Compare segments
• Identify patterns

5. Track Trends

One response isn't a trend:

• Look at patterns over time
• Compare periods
• Identify changes

Integration

With Bug Tracking

Turn feedback into bugs:

• Create bug from feedback
• Link for context
• Track resolution

With Feature Ideas

Feedback informs features:

• Create ideas from feedback
• Prioritize based on demand
• Close the loop when shipped

With CRM

Connect to customers:

• Link feedback to companies
• Understand customer sentiment
• Prioritize by customer value

Next Steps

• Bug Tracking — Track issues from feedback
• Feature Ideas — Turn feedback into features
• CRM — Connect to customers