Complaint and Suggestion Form: how companies collect feedback and improve their service
The main reason why companies lose customer trust is the lack of a convenient way to report a problem. A person is faced with an unpleasant situation: an incorrectly punched receipt, expired goods, rudeness of an employee, a glitch in the application, but it is difficult to convey this to the company - a call to a call center, a search for support mail, long correspondence.
The Complaints and Suggestions form makes this process fast and transparent. The client leaves a message at a convenient moment, the company receives accurate information in a structured form, and the quality service sees what they need to improve.
Where do such forms work best?
1. Retail: delay, errors at the checkout, incorrect service
In supermarkets, the ideal format is a QR code near the cash register, on the receipt tape or at the exit. The person scans the code, attaches a photo and sends a complaint in a minute. The notification immediately arrives to the manager in Telegram or VK, which helps to respond instantly while the client is nearby and the issue can be resolved on the spot.
2. Housing and communal services and management companies: accidents, cleaning, landscaping
Residents often record a problem in a photo or video, QForm is able to accept large files, so the complaint is sent immediately with confirmation. Through the webhook, the data can be transferred to the control room bot. It is convenient if applications are automatically distributed among emergency teams.
3. Public services and municipal services: appeals from citizens
The feedback pages on city portals change frequently, so it is important that you can change the form in QForm without replacing the code on the site. This reduces the burden on the IT department: the quality service changes the fields itself, and the form is updated automatically.
4. Corporate HR: suggestions from employees
When opinions are collected internally, confidentiality is important. UTM tags help you understand which channel the requests are coming from (for example, from internal mailings or a corporate portal), without violating the sender's anonymity. The QR code on the booth in the office is an easy way to collect offers in the offline space.
5. Service sector: complaints about the service, shortcomings, suggestions for improvement
Reaction speed is important for salons, clinics, car service stations, and educational centers. Therefore, it is convenient that QForm sends notifications by email and messengers - the master or administrator finds out about the problem immediately and can contact you during the client's visit.
How a form solves a problem better than a phone or a chat
A phone call creates a barrier: you need to wait for the operator, explain everything in a voice, repeat the facts. The message in the messenger will be lost. Email takes time and does not give you confidence that your message will be seen.
The form solves three problems at once:
- Convenience for the client.
It sends a message anywhere.: from a smartphone, using a QR code, from a website page. - The data structure.
You set the fields in advance: branch, date, issue type, comment. The client does not write a "sheet" of text, the quality service receives specifics. - Fast processing.
Notifications are sent to the place where the team will definitely see them: Telegram, VKontakte or email. Data can be sent to a bot or an internal system via a webhook.
What can be configured in QForm for complaints and suggestions?
The exact set of fields
You decide for yourself what data is needed: branch, issue, photo, loyalty card number, comment. Changes to the form are updated on the site automatically without replacing the code.
UTM tags and source analytics
If the form is placed on several pages or in different channels (email, QR, website), you can see where the requests are coming from. This is a confirmed QForm feature.
Grouping forms by projects
Retail can create folders by city, a management company by district, and HR by destination.
Separation of teams
Separate spaces allow you to handle requests from different departments without interfering with each other.
Transfer to the company's systems
Webhooks allow you to send data to corporate bots, dashboards, and internal tools.
Why does this form improve the quality of service?
When the client sees a clear way for feedback, trust grows. People are less likely to go "into silence" or into public negative reviews. The company gets a vivid picture of the problems: what is happening in specific branches, what processes are breaking down, where changes are needed.
The form turns chaotic feedback into a controlled flow of data — the basis for improvements.
Result
The Complaints and Suggestions Form is a working channel that helps companies improve service, reduce negativity, and maintain customer trust.
With QForm, you can create such a form in a few minutes, embed it on a website, use QR codes, set up notifications, and arrange requests by structure.