POULINA | 2025-12-01 15:43:24+00:00
This is where customer feedback and CSAT (Customer Satisfaction Score) come into play. Through the lens of CSAT, feedback doesn’t only remain as a means of collecting opinions but also about understanding the customer through a conversation-like inquiry.
However, the reality for most businesses looks very different:
Feedback is collected inconsistently
Negative reviews are seen too late
Data is scattered across platforms
Teams don’t know how to act on insights
This is why brands that actively manage their feedback strategy consistently outperform those that don’t.
We atFellaFeedsare changing this very scenario by enabling brands to collect, analyze, and act on customer feedback in real time across QR codes, websites, and in-app or kiosk experiences.
Customer feedback used to be an afterthought. A small box at the bottom of a receipt, a generic email survey, or a form that no one really wanted to fill out. Today, that’s no longer enough. Customers expect brands to listen in real time, respond quickly, and actually act on what they share.
This change is completely changing how brands think about feedback. It is no longer limited to an obligation but has become an integral part in how most brands function today. Feedback is more like a conversation between a customer and the concerned brand. Grievances are taken into account and followed by actions leading to improvement. But this is only possible when feedback is effectively recorded.
FellaFeeds comes into this picture to address this very concern. Fellafeeds is built for modern brands that want better insights into reading what their customers are really feeling which they can then utilise to bring about improvements. FellaFeeds presents an opportunity for brands to stop relying on delayed reviews or data that is scattered across platforms. It gives businesses a direct and consolidated way to access customer insights through simple channels like QR codes, website surveys, and in-store or in-app feedback tools.
FellaFeeds makes the process effective, simple and long-term!
Most brands tend to register reviews and feedback inconsistently which results in confusion and therefore acts as a hindrance for the brand in understanding its own customers. Some of the most commondon'tsthat brands tend to practice are listed below:
Many brands also pursue the wrong methods to create surveys and end up creating a long one with inconsistent or monotonous questions that might drive customers away from completing the review.What brands need to understand is that customers don’t want to spend ten minutes filling out forms after a meal, purchase, or support interaction. This leads to low participation and highly skewed data.
Without a dedicated platform, feedback ends up being scattered across platforms with one on Google Reviews, another on Instagram DMs, another in email complaints, and another in printed forms that no one reads. Without a centralized system, brands lose out on data and miss out on patterns.
Without consistent data, brands miss out on common complaints and thereby act late in correcting things. This way, brands react to criticism only after a public review appears. Most damage to the brand image is already done by that time, rendering customers unhappy and also affecting the coming of new customers.
4. No Link Between Feedback and Action-Taking
Some brands also treat feedback as mere obligation and not as a tool to improve their customer experience. Collecting feedback is only useful when it leads to action and when clubbed with an effective set of methods for improvement.
To solve these challenges, brands need an intelligent, real-time feedback ecosystem.
A strong feedback system works for both customers and brands.
Simple to access (QR scan, one tap, quick form)
Takes less than one minute
Visually engaging (ratings, emojis, stars)
Feels meaningful, not robotic
Gives a sense that the brand is actually listening
Centralized dashboard for all feedback
Real-time alerts for low scores
Clear CSAT and NPS tracking
Location-wise and time-wise insights
Easy filtering, tagging, and reporting
This is where platforms like Fellafeeds bridge the gap between collection and action.
We at Fellafeeds are dedicated to helping brandslisten smarter and act faster. Best thing about us? We don’t just offer a survey tool, but a complete feedback and experience management platform.
Fellafeeds allows brands to collect feedback through:
QR codes
Websites
In-app surveys
Physical kiosks and tablets
Email and SMS
All feedback funnels into a real-time dashboard where teams can view CSAT scores, identify trends, and respond instantly.
Fellafeeds lies in its ability to capture the customer voice at the right moment, on the right device, with minimal friction makes it the best option for your brand
Now that we have understood how important collecting timely feedback is, we offer you a step by step introduction of FellaFeeds that can help your brand with all the concerns.
Fellafeeds allows brands to create intelligent surveys that are short, relevant, and engaging.
Features include:
Pre-built templates specific to the nature of your industries like hospitality, retail, healthcare, education, and more
Fully customizable branding (colors, logos, fonts)
Multiple question types (stars, sliders, smileys, text fields, matrices)
Smart logic that skips irrelevant questions
When feedback is easy to give, customers are more honest, and brands get cleaner, more useful CSAT data.
Fellafeeds makes feedback available wherever your customers are.
QR-based surveys allow customers to scan and respond instantly. These can be placed on:
Bills and invoices
Menus and packaging
Table tents, counters, posters
This method captures feedback at the peak moment of experience, significantly improving both response quality and CSAT tracking.
Website surveys help brands understand digital touchpoints. You can embed feedback forms on:
Checkout pages
Booking confirmations
Customer support pages
Exit-intent popups
This helps fix UX and customer journey gaps in real time.
Fellafeeds supports feedback through:
On-site kiosks and tablets
Brand-owned mobile apps
For physical locations, kiosks can be placed at exits or counters, which help in collecting immediate feedback. Meanwhile,brands that work in a more digital nature, in-app surveys are the best option to capture user experience without disrupting the journey.
This omni-channel approach ensures taking into account each and every piece of feedback without missing any!
Step 3: Real-Time Analytics and Dashboards
Fellafeeds utilises raw feedback and turns them into actionable insights.
Brands get access to real-time dashboards that show:
Live CSAT and NPS scores
Feedback trends over time
Location-wise performance
Staff-level performance
Response volumes and sentiment
This helps the strategy teams to shift from making decisions that are merely based on instincts to concrete strategic solutions that are backed by strong data.
One of Fellafeeds’ most powerful capabilities is automation.
When a customer leaves negative feedback, Fellafeeds:
Sends real-time SMS or email alerts to managers
Flags critical issues instantly
Triggers automated apology emails
Allows teams to personally respond and resolve issues
For positive feedback:
Automated thank-you messages are sent
Customers are encouraged to leave public reviews
Loyalty rewards can be triggered
This continuous loop turns feedback into relationship-building instead of damage control.
Brands usually fear negative reviews and their impact on the reputation of the brand. This fear also repels them from collecting any feedback or review altogether. But what’s important to note here is that negative reviews are not the main obstacle here, but the silence over them is. Taking effective actions over negative feedback redeems the brand image.
Most dissatisfied customers may never complain or care enough to log a review. They simply leave and never come back. The ones who do share feedback are giving you a chance to fix the relationship and improve upon the weaknesses.
Instant alerts to the right teams
Categorization of issues (service, hygiene, product, speed)
Status tracking (open, in progress, resolved)
Direct outreach to affected customers
By catching dissatisfaction early, brands can resolve problems before they become public reputation issues.
When customers see their complaints heard and fixed, they’re more likely to:
Return
Spend more
Recommend the brand
Fellafeeds helps brands formalize this recovery process.
FellaFeeds offers diverse methods of collecting feedback, giving brands a pool of choices to choose from. Some brands prefer digital interfaces to record their feedback, while others prefer physical kiosk systems installed at locations. FellaFeeds hereby offers solutions for both such scenarios.
QR codes connect offline experiences to online insights. They are:
Easy to deploy
Inexpensive
Highly effective at capturing in-the-moment feedback
Industries where QR feedback shines:
Restaurants
Cafes
Retail stores
Events
Salons
This channel significantly improves response rates.
Web-based feedback helps brands:
Understand drop-offs
Fix friction in purchase journeys
Improve self-service resources
Measure satisfaction with digital experience
It also allows continuous CX improvement.
Physical kiosks are ideal for:
Hospitals
Hotels
Airports
Large retail showrooms
Mobile app feedback allows:
Seamless user experience surveys
Feature-specific feedback
Customer journey tracking
This creates real-time experience intelligence.
Feedback is common across industries and FellaFeeds assists industries of all nature, incorporating them into its vast pool. The various Industries that FellaFeeds supports are:
Table-based QR surveys
Exit kiosks
Email follow-ups after online orders
Feedback tied to loyalty rewards
Tablet-based feedback after each session
Stylist-level performance insights
Hygiene and wait-time tracking
Room feedback QR codes
Lobby kiosks
Department-wise CSAT (housekeeping, food, reception)
Floor-wise kiosks
Service quality tracking
Waiting-time visibility
While we at Fellafeeds specialize in feedback systems, we also extend beyond surveys offering more methods for your brand’s growth.
Customers can earn points based on:
Visits
Referrals
Feedback submissions
Happy customers can refer friends and earn rewards automatically.
Satisfied customers are guided towards:
Google Reviews
Social media sharing
App store ratings
Feedback behavior can trigger smart marketing campaigns.
Now that we have understood how FellaFeeds works and what we have to offer, our system can smoothly integrate with your brand by following the steps below:
Define clear feedback goals
Choose relevant channels (QR, website, app/kiosk)
Customize survey templates
Align internal teams
Launch and optimize continuously
The setup process is fast and intuitive.
In today’s market, customer feedback has the power to direct everything about a brand. Your service quality, product experience, employee performance, brand perception, and ultimately, your revenue, all depend on customer feedback. But this can only be turned positive when feedback is collected in the right way which is quickly, without any hassle, and at the right moment and when it is acted upon with intent. Without structure, technology, and accountability, even the most honest feedback can get lost in silos.
This is why a modern and a multi-channel approach of collecting feedback has become a necessity for brands today. Using tools like QR-based surveys, website embedded feedback forms, and in-app or kiosk feedback systems, they get their hands on real-time feedback which can then be turned into customer experiences. They no longer have to merely guess what customers are thinking or wait for damage to show up in public reviews. Instead, feedback becomes a continuous process of grievances and improvement rather than a one-time event.
In such a scenario, Fellafeeds stands as a strong player with a crucial role in enabling this sort of shift from traditional and obsolete feedback mechanisms to modern, diverse methods of collecting feedback. FellaFeeds merges intelligent feedback collection with real-time dashboards and automated alerts. It helps brands move from reactive problem-solving to proactive experience management. More importantly, it bridges the gap between what customers feel and what brands can do about it.
The truest potential of feedback can only be achieved through the quality of actions taken and not only through the numbers collected. When negative feedback is handled quickly and empathetically, customers feel heard. This improvement results in the growth of positive feedback and when positive experiences are amplified, brand trust grows. Over time, this builds a strong foundation of loyalty where returning customers also advocate for the brand.
FellaFeeds, with its diverse range of feedback products, promises to enable such a possibility for brands struggling with collection of feedback and subsequent implementation of actions thereafter. Choose FellaFeeds today, make a better tomorrow for your brand!
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