# Feedback — Web app

In-app prompts that collect user opinion — NPS surveys, CSAT ratings, and open text — surfaced at the right moment and at the right frequency.

Source: https://www.checklist.design/web-app/feedback

## Items

### Prompt timing
The moment the feedback request appears, based on demonstrated engagement rather than a fixed page count or time-on-site.

_Tip: The highest-signal feedback comes from users who have just completed a meaningful task — the experience is fresh and the sentiment is accurate. Asking on sign-in, on the pricing page, or after an error produces noise._

### Contextual trigger
The specific page or action that initiates the request, relevant to the question being asked.

_Tip: 'How easy was it to export this report?' asked after an export produces better insight than 'How are you finding the product?' asked on the dashboard._

### Single-question entry
Starting with one question rather than a multi-step form, to lower the barrier to responding.

_Tip: Drop-off between question one and question two in in-app surveys is steep. Capturing the primary signal — the rating — at a high response rate is more valuable than capturing a complete response from a fraction of users._

### Rating scale
A numeric scale — typically 0–10 for NPS or 1–5 for CSAT — as the primary feedback signal.

_Tip: Segment the follow-up question by score band. Promoters, passives, and detractors have different things to say — a single follow-up question for all three averages the responses into something less useful than any one segment alone._

### Open text follow-up
An optional field for the user to elaborate on their rating in their own words.

_Tip: Label it explicitly as optional. 'Tell us more (optional)' outperforms an unlabelled empty field — users need to know they can skip before they will commit to the rating step._

### Dismissal option
A clearly visible way to close the prompt without responding.

_Tip: Make dismissal low-friction and label it neutrally — 'Not now' rather than 'Skip' or 'No thanks'. A prompt that is difficult to close trains users to avoid the area of the screen where it appears._

### Frequency cap
A limit on how often the same user sees a feedback prompt, regardless of how many eligible triggers are met.

_Tip: Repeated prompts after dismissal erode trust faster than they improve response rate. A user who has dismissed twice is signalling disinterest — the third prompt is counterproductive._

### Exit-intent prompt
A feedback request triggered when the user shows signs of leaving — cursor moving toward the browser chrome, or navigating away from a key screen.

_Tip: Exit-intent detection is more reliable on web than on mobile — cursor position is a measurable signal. Limit it to one question; a full survey on the way out will not be completed._

### Submission confirmation
A brief acknowledgement that the response was received, shown before returning the user to their context.

_Tip: The confirmation should feel closing, not promotional. 'Thanks, we've got your feedback' is better than 'Thanks! We're always working to improve.' — the latter reads as a template rather than a genuine receipt._

## License for the Checklist Design collection

Checklist Design collection: https://github.com/Checklist-Design/skills
Snapshot: bfae71e507b1b7c03c12e0756402b60eb80f5d14 · Imported: 2026-11-12
Republished under the MIT License. Original checklist text belongs to Checklist Design.

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