Improve Products with Customer Feedback Forms

A well-made feedback form is key to getting useful customer feedback—especially for brands looking to refine products. Last year, TrailPact, a U.S. outdoor apparel brand, had a problem: their new hiking jacket got mixed reviews, but they couldn’t tell what customers disliked. Shopper emails were messy, and they had no structured way to organize opinions. They switched to SurveyMars, and targeted feedback tools turned vague complaints into actionable changes.

Use an NPS Survey to Track Customer Loyalty

Before, TrailPact had no clear way to see if customers would recommend their products. With SurveyMars’ NPS survey, they added one simple question to post-purchase flows: “How likely are you to recommend our hiking jacket to a friend?” Customers could also add comments, so low scores came with reasons—like “zipper sticks in rain.” In a month, they got 500 NPS responses, which helped them prioritize fixes.

Run a Feedback Survey for Product Details

To dig into the jacket’s flaws, TrailPact made a feedback survey with SurveyMars. They asked targeted questions about fabric, pockets, and warmth—tied to product feedback they’d missed. The survey was short (7 questions) to keep people filling it out, and they offered a 10% discount for responses. This worked: 35% of recent buyers completed it, and they learned 60% wanted a more water-resistant zipper.

Save Time with a Feedback Template

TrailPact’s team used to spend 3 days making feedback forms from scratch. With SurveyMars’ feedback template for product reviews, they customized a pre-built layout in 30 minutes—adding their logo and tweaking questions for outdoor gear. The template also grouped survey feedback by topic (like “zipper issues”), cutting form-building time by 90% and keeping feedback consistent.

With SurveyMars’ feedback forms and customer feedback tools.TrailPact redesigned the hiking jacket using user insights. The updated version had 40% more positive reviews, and their NPS score rose 18 points in 3 months. For brands, a good feedback survey isn’t just about collecting opinions—it’s turning survey feedback into products customers love.