Understanding the FormAssembly Customer Feedback System


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At FormAssembly, every piece of customer feedback we receive is logged, considered, and used to take our product to the next level. Throughout 2019, we’ve worked to develop a system that helps us better understand and analyze the needs of our customers. We are constantly working to improve our product based off of our customers’ ideas to give our users the best possible experience.

In this blog, we explain the FormAssembly customer feedback system and how we implement invaluable insight from our users to improve our product.

How your feedback is used

Every time a customer submits a comment, review, or request, we add that piece of information to our feedback system. To make sure we’re not missing any insights from our customer base, we organize and group your comments by nesting topics to relate them to similar comments.

Weekly, we create topic summaries based on customer insights to keep our team aware of our users’ needs. Monthly and quarterly, we compile summaries with highlights and recurring comments so we can find trends and spikes in topics. We then review this as a team and address any solutions, product updates, or answers we can provide to uphold a positive customer experience.

One recent product update we’re making based on FormAssembly customer feedback includes updates to our Dynamic Picklists feature. Be sure to check out our Roadmap Series to learn about other ways we’ve used ideas from customers to improve FormAssembly as a whole.

How you can help

We welcome and appreciate your suggestions! If you have any questions, comments, compliments, or concerns regarding our product, we want to hear it all. Here are some things you can share with us:

  • General feedback
  • Points of confusion
  • Missing features
  • Improvement suggestions
  • Friction and pain points
  • Reasons you love FormAssembly

In summary, FormAssembly always values input from our customers, and we’re always on the lookout for ways to make your form building experience even better. Please reach out to us with any ideas you may have. In the meantime, feel free to dive into our extensive resource library for tips and tricks to help you get the most out of FormAssembly.

Don’t just collect data
— leverage it