Guide
How to Collect Customer Feedback with a QR Code Survey
A feedback QR code works when the question arrives at a moment the customer can still remember and the team can still act on. The QR image is the smallest part of that system. The useful work is choosing what to ask, giving every physical placement its own code, measuring the steps after the scan and deciding who handles the response.
Begin with the decision the feedback should change
Do not start by opening a form builder. Start with the decision waiting on the answer. A restaurant manager may need to know whether the table service failed tonight. A retailer may need to compare checkout and collection. A product team may need a relationship measure that can be tracked every quarter.
That decision determines the primary question. Use CSAT for a specific interaction, NPS for the broader relationship, and smileys or thumbs when speed matters more than precision. Add a text follow-up only when someone is responsible for reading it.
- CSAT 1–5 for a visit, delivery or support interaction
- NPS 0–10 for willingness to recommend over time
- Smileys or thumbs for a fast pulse at a busy touchpoint
Create the campaign before the QR placement
The campaign owns the experience: private feedback, public reviews or a combined journey; the form and destination; the language and appearance; the low-score threshold and notifications. Create that shared definition first.
Then create a placement for every surface that will carry the request. A receipt, table card, counter sign and package insert may use the same form, but they should not use the same QR code. Separate codes make the comparison possible and let one placement be paused without affecting the others.
Ask less, but make every question earn its place
At a physical touchpoint, the customer did not arrive intending to complete research. Put the primary score first, make extra questions optional where possible, and keep the form short enough to finish while standing or holding a receipt.
A useful default is one score, one reason and an optional contact field. Add more only when the answer maps to a real owner or decision. Ten available question slots are a ceiling, not a target.
- Question one: the score that drives the campaign
- Question two: the reason, as a choice or short text
- Final field: optional contact with separate follow-up consent
Place the QR at the end of the experience you are measuring
Timing is more important than foot traffic. Put a service question on the receipt or bill folder after service, a collection question at the pickup point after handover, and a delivery question inside the parcel where the condition of the order is visible.
Avoid asking before the experience has happened. A code on the front door may receive scans, but it cannot produce informed feedback about the visit. Write the outcome beside the code — “Rate today’s visit” is clearer than “Scan me”.
- Receipt or bill folder after payment
- Table card separate from the menu QR
- Counter sign at eye level after collection
- Package insert at the unboxing moment
Measure the journey after the scan
Scans answer whether a placement is noticed. Hosted views answer whether the destination opened. Starts show whether the promise and first question felt worth the effort. Submissions show completion. An external review click shows intent to continue, not proof that a review was published.
Compare placements by conversion rate as well as volume. A busy checkout may create more scans while a smaller pickup counter produces a higher response rate. Those are different findings and lead to different decisions.
- View rate = hosted views divided by scans
- Start rate = feedback starts divided by hosted views
- Completion rate = submissions divided by starts
- Review click rate = review clicks divided by eligible hosted views
Decide what happens after a low score before launch
A feedback programme is incomplete if the response ends in a dashboard nobody owns. Set the low-score threshold, choose who receives the alert, and define when a response moves from new to in progress and resolved.
Ask for contact details only when the team can follow up, keep that field optional, and request consent separately. Anonymous feedback should remain useful: location, placement, time and structured answers can still identify an operational pattern without identifying the customer.
Test the printed journey, not only the preview
Scan a physical proof on a phone that is not signed into the workspace. Confirm the expected language, form version, destination and thank-you state. Test the real size, material, light and reading distance.
Run a test response before publishing, then exclude or recognise test traffic when reading the first results. A campaign is ready when the physical prompt, hosted page, notification and team workflow all work together.
FAQ
Frequently asked questions
How many questions should a QR feedback survey have?
Start with one primary score, one reason and optional contact details. Add a question only when someone owns the resulting decision. Mosaqo supports up to ten questions, but that limit is not a completion target.
Can several QR codes use the same feedback survey?
Yes. Create one campaign and add a separate placement for each receipt, table, counter, package or event. They can share the form while preserving individual QR codes and funnel metrics.
Can a QR feedback survey be anonymous?
Yes. Contact details are optional. A response can still carry the campaign, placement, location, time, score and answers without identifying the respondent.
Should happy customers be sent to Google and unhappy customers to a private form?
No. That is review gating. In a combined campaign, the public-review action should remain available regardless of the private score.
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