13. Feedback & Surveys
FullSession lets you collect feedback directly on your site with an embeddable feedback widget, then read the responses — and watch the sessions behind them. Unlike a long-form survey tool, each FullSession widget asks one focused question in one of three formats, which keeps response rates high and the data easy to act on.
Feedback features are gated by permissions (viewing, creating, reading responses, and viewing analytics are separate). If you don't see an action below, your role may not include it.
13.1 The Three Feedback Types
Every widget you build is one of these three types. Choose based on the question you want answered.
CSAT — Customer Satisfaction
A 1–5 satisfaction scale, shown as emoji faces or numbers (your choice). The five points map to:
1
Very dissatisfied (Hate)
2
Dissatisfied (Dislike)
3
Neutral
4
Satisfied (Like)
5
Very satisfied (Love)
Best for measuring satisfaction with a specific page, feature, or interaction.
NPS — Net Promoter Score
A 0–10 scale asking how likely a visitor is to recommend you. Responses are classified automatically:
0–6
Detractors
7–8
Passives
9–10
Promoters
Best for measuring overall loyalty and tracking it over time.
Open Ended
A free-text question. Responses are analyzed for sentiment (positive / neutral / negative) automatically, and the text is full-text searchable.
Best for capturing qualitative, "in their own words" feedback.
These three are the only types. There's no multi-question survey, multiple-choice, yes/no, star rating, or thumbs widget — and the CSAT (1–5) and NPS (0–10) scales are fixed. Each widget asks one question of one type.
13.2 Building a Widget
Widgets are created in a six-step builder. You move through the steps in order, and the live preview updates as you go.
1. Name & Description
An internal name (unique per site) and an optional description
2. Type & Appearance
The widget type (CSAT / NPS / Open Ended), plus language, position, colors, theme, and (CSAT) emoji style
3. Messages
The main question and optional follow-up, email-request, and thank-you messages
4. Targeting
Which devices and pages the widget appears on
5. Triggers
When the widget appears (and how often)
6. Finalize
Display mode (side beacon vs. pop-up) and optional email forwarding of responses
The next sections cover appearance/messages (13.3) and triggers/targeting (13.4) in detail.
13.3 Appearance & Messages
Appearance
You can tailor the widget to match your site:
Position
Middle Right, Middle Left, Bottom Right, Bottom Left
Display mode
Side beacon (a tab on the edge) or Pop up
Accent color
Hex color (default #0055A8)
Font color
Hex color (default #1F263E)
Theme
Light or Dark
Language
English, French, or Arabic
Emoji style (CSAT)
Emoji faces or numeric 1–5
Messages
Beyond the main question, a widget can show several optional messages, each with its own on/off switch:
A follow-up comment prompt (so a rater can add detail).
An email request message (to optionally capture the respondent's email).
A thank-you message after submitting.
Screenshot capture
A widget can optionally capture a screenshot along with the response, giving you visual context for what the visitor was looking at when they answered.
13.4 Triggers & Targeting
Targeting decides where a widget can appear; triggers decide when it actually shows.
Targeting
Devices
Desktop, Tablets, Phones
Pages
All pages, or specific URLs matched by exact / starts with / ends with / contains / regex
Audience share
A percentage of visitors to show the widget to (default 50%)
Triggers
A widget appears when its trigger fires. Available triggers:
Page Load
The page loads
Rage Clicks
The visitor rage-clicks
Dead Clicks
The visitor dead-clicks
Error Click
A click coincides with an error
Scrolled To
The visitor scrolls to a given percent (1–100%)
Exits Page
The visitor shows exit intent
Time After Page Load
A set number of seconds after load (1–1000)
Time After Inactivity
A set number of seconds of inactivity (1–1000)
Manual
Your code calls it (see below)
Triggering on frustration signals (rage, dead, error clicks) is especially powerful — you can ask "What went wrong?" at the exact moment a visitor struggles.
Manual triggering from your code
The Manual trigger lets you show a widget from your own code, using the tracker API ([Chapter 3, section 3.5]):
Use this to fire feedback at a precise moment in your app — after a key action completes, at the end of a flow, or when your own logic decides the time is right.
How often it shows
Each trigger has frequency controls:
Persistence — show once per session or once per user.
Appearance count — the maximum number of times the widget may appear (1–99).
Trigger filters — further restrict by device, OS, or browser.
Targeting is by device, OS, browser, page, and visitor percentage — there's no targeting by custom attribute or saved segment within the widget itself.
13.5 Results & Scoring
Each widget type has its own results view, with a headline score and trends over time.
CSAT results
Average score (1–5), with an overall sentiment label (an average above 3 reads positive, below 2 negative, in between neutral).
A breakdown of how many responses landed on each rating.
Total responses and a trend chart over time.
NPS results
The NPS score, computed as (% Promoters − % Detractors), shown on a gauge with a rating:
≥ 70
Excellent
≥ 30
Great
≥ 0
Good
< 0
Needs Work
Total shown, all responses, and response rate.
A trend of Promoters / Passives / Detractors over time.
Open-Ended results
For open-ended widgets, results center on sentiment — the counts and average scores of positive, neutral, and negative responses — so you can gauge the mood of qualitative feedback at a glance.
13.6 Reading & Filtering Responses
Every individual response is browsable in the responses list, with rich filtering.
What each response shows
Response
The rating/emoji/score, or the open-ended text
Comment
Any follow-up comment the visitor added
Device / browser / OS
The respondent's environment
Page
The URL where the feedback was given
Date
When it was submitted
Filtering responses
Time period
Last 7 / 15 / 30 / 90 / 180 / 365 days, or all responses
Response value
By rating (CSAT 1–5), score (NPS 0–10), or sentiment (Open Ended: positive / neutral / negative)
Page URL
Responses from a particular page
Text search
Full-text search of the response text (Open Ended only)
Response detail & the session link
Open a response to see its full detail — the respondent's email (if captured), sentiment, country, device/browser/OS, the session's active time and event count, and the full text.
Most importantly, each response includes a link to the session replay — so you can jump from "this person rated us 2/5" straight into watching exactly what they experienced.
Tip — the response→session link is the heart of FullSession feedback. A score tells you that someone was unhappy; the linked replay shows you why.
13.7 Feedback in Dashboards & Sessions
Feedback data flows into the rest of FullSession.
On dashboards
The Feedback dashboard card ([Chapter 9, section 9.5]) visualizes feedback in three modes:
Overview — summary stats.
Trends — sentiment/score over time.
Recent feedback — a list of the latest responses.
A Feedback card can be scoped to a single widget. You can also chart the Total Feedbacks and Answered Feedbacks measures ([Chapter 10, section 10.5]) on any card.
In sessions
The Has Answered Feedback filter ([Chapter 5, section 5.2]) lets you find sessions where the visitor responded to a widget — a quick way to watch the sessions of people who gave you feedback.
13.8 Managing Widgets & Limitations
You can run multiple widgets per site, each managed independently.
Managing widgets
Create
Build a new widget (name must be unique per site)
Edit
Update a widget — but the type can't be changed once it has responses
Copy
Duplicate a widget (its name gets a "– Copy" suffix)
Activate / deactivate
Turn a widget on or off without deleting it
Delete
Remove the widget
Delete a response
Remove an individual response (with the right permission)
The widget list can be filtered by type — All, CSAT, NPS, Open Ended.
Email forwarding
A widget can forward each response to an email address — useful for routing feedback to a team inbox in real time.
This forwards responses; it isn't a separate admin "you have new feedback" alert system. For event-driven alerting, see [Chapter 15 — Alerts & Notifications].
What feedback doesn't do
To set expectations clearly, these don't exist:
No response export (CSV/Excel) — analyze responses in the app, or pull feedback metrics via the dashboard's CSV card export.
No question branching / skip logic — each widget is a single question.
No A/B testing of widget variants.
No custom question types or custom scales (CSAT 1–5 and NPS 0–10 are fixed).
No targeting by custom attribute or segment within the widget (device/OS/browser/page/percentage only).
Languages are English, French, or Arabic (one language per widget).
No two-way conversation — a feedback widget asks and records an answer; it doesn't let you reply. For a live back-and-forth with visitors, see Talk to User.
The big picture — a FullSession feedback widget asks one question as CSAT, NPS, or Open Ended, built in a six-step flow with full control over appearance, messages, targeting, and triggers (including frustration-based and manual
FUS.triggerWidgettriggers). Results give you a CSAT average, NPS gauge, or sentiment view with trends; the responses list filters by period, value, page, and text and links every response to its session replay; and feedback flows into dashboards and session filters. There's no response export, branching, or A/B testing.
Next up: [Chapter 14 — Lift AI] covers FullSession's AI layer — the goals, scheduled runs, and tracked issues that build on the funnels and segments from earlier chapters.
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