Question 1

What is Feedback Guardian?

Accepted Answer

Feedback Guardian is a customer feedback platform that lets businesses collect real-time feedback through QR codes. Customers scan a QR code, rate their experience on a simple 1-5 scale, and optionally leave a comment. Everything is anonymous, requires no app, and takes under 30 seconds.

Question 2

How does the feedback form work for my customers?

Accepted Answer

When a customer scans your QR code or visits your feedback URL, they see a simple page with five emoji-based rating options and your custom labels. They tap their rating, optionally type a short comment, and hit submit. No login, no app download, no personal information collected. The form resets automatically after submission so the next customer can use it.

Question 3

Is the feedback really anonymous?

Accepted Answer

Yes, completely. We do not collect IP addresses, device identifiers, cookies, or any personal information from people who submit feedback. The only data stored is the rating value (1-5), the optional comment text, and a timestamp.

Question 4

How does the free trial work?

Accepted Answer

Every new account gets a 14-day free trial with no credit card required. During your trial you get up to — locations, unlimited feedback points, and up to — responses per month. When your trial ends, you can choose a paid plan to continue. All your data is preserved when you upgrade.

Question 5

What happens when my trial expires?

Accepted Answer

When your trial expires, your feedback forms will stop accepting new responses, but all your existing data and configuration is preserved. You can upgrade to a paid plan at any time to reactivate everything. We send an email reminder a few days before your trial ends.

Question 6

What are the plan differences?

Accepted Answer

Starter (—/month) gives you — locations, — responses/month, unlimited feedback points, and unlimited team members. Professional (—/month) gives you — locations, — responses/month, unlimited feedback points, unlimited team members, Smart Review Booster, and Social Proof Cards. Enterprise pricing is custom — contact our sales team for a quote. Enterprise includes unlimited everything, white-label options, priority support, and a dedicated account manager. All plans include custom branding, email alerts, QR code scan tracking, and the full analytics dashboard.

Question 7

Can I change my plan later?

Accepted Answer

Yes. You can upgrade or downgrade at any time from the Billing page. When you upgrade, you get immediate access to the higher plan's limits. Billing changes are handled through Stripe's customer portal, where you can also update your payment method and view invoices.

Question 8

What payment methods do you accept?

Accepted Answer

We accept all major credit and debit cards through Stripe, including Visa, Mastercard, American Express, and Discover. Feedback Guardian never sees or stores your card information — all payment processing is handled securely by Stripe.

Question 9

What happens if my payment fails?

Accepted Answer

You'll receive an email with a link to update your payment method. Your feedback collection continues working while you resolve the issue. If payment is not resolved within 7 days, your account may be downgraded. Contact support@feedbackguardian.com if you need help.

Question 10

How do I create a feedback point?

Accepted Answer

First, create a location from the Locations page — give it a name like "Downtown Restaurant" or "Airport Terminal." Then within that location, click "Add Feedback Point" to create a feedback collection point (e.g., "Front Counter," "Restroom"). Each feedback point gets its own QR code and unique link. You can also create both during the onboarding wizard when you first sign up.

Question 11

Can I customize the response labels?

Accepted Answer

Yes. When creating a feedback point, you can change the five response labels from the defaults (Very Sad, Sad, Neutral, Happy, Very Happy) to anything you want. For example, you might use "Terrible", "Poor", "OK", "Good", "Excellent" or labels specific to your industry.

Question 12

What QR code template sizes are available?

Accepted Answer

Six templates: Full Page (8.5" x 11") for walls and bulletin boards, Half Page (8.5" x 5.5") for countertops and handouts, Table Tent (4.25" x 5.5") for restaurant tables and hotel rooms, Business Cards (3.5" x 2", 8 per page) for handing out at checkout, Quarter Page (4 signs per page) for posting multiple signs around a location, and Three Column (3 tall signs per landscape page) for counter displays and narrow spaces. All include your QR code, customer instructions, and your business name.

Question 13

How do I set up email alerts?

Accepted Answer

Go to any feedback point's Analytics page and click "Notifications." Create a rule by specifying the number of negative responses (threshold), the rating level (e.g., 2 or below), the time window (e.g., 60 minutes), and your email address. When the threshold is exceeded, you'll get an alert email with details and recent comments.

Question 14

What is QR code scan tracking?

Accepted Answer

QR code scan tracking automatically records every time someone scans one of your QR codes (visits your feedback form). You can see total scans, unique visitors, and the last scan date for each feedback point in the Analytics tab. The dashboard overview also shows aggregate scan activity. This helps you understand QR code engagement and calculate conversion rates (how many people who scan actually leave feedback). Tracking is anonymous — no personal data is collected from visitors.

Question 15

What is Kiosk Mode and how do I use it?

Accepted Answer

Kiosk Mode is designed for businesses that want to deploy their feedback form on a shared device like a tablet or kiosk station, rather than having customers scan a QR code on their own phone. In Kiosk Mode, the form automatically resets after each submission so the next customer can provide feedback without any manual intervention. To enable it, go to your feedback point's Settings tab and copy the Kiosk URL — it's your normal form URL with "/kiosk" added to the end. You can also configure the auto-reset timer (1–20 seconds) in the same settings area. Open that URL on your kiosk device and use your browser's fullscreen mode (F11) for the best experience. In the default (non-kiosk) mode, the form shows a "Thank You" screen after submission and stays there, encouraging the customer to close the page. Note: QR scan tracking and unique visitor metrics are automatically disabled in Kiosk Mode to keep your analytics accurate — since kiosk forms don't involve QR scanning, counting page loads would inflate your numbers. Feedback responses are still fully tracked. Smart Review Booster is also disabled in Kiosk Mode since customers are on a shared device.

Question 16

What is the Feedback Follow-Up Prompt?

Accepted Answer

When a customer gives a 1-3 star rating without leaving a comment, the Feedback Follow-Up Prompt shows a friendly screen asking them to share what went wrong. This helps you collect actionable details from unhappy customers — a low rating alone is hard to act on. Customers can always skip it by clicking "No thanks". The feature is enabled by default and can be toggled on or off per feedback point in the Settings tab.

Question 17

Can I change the question displayed on the feedback form?

Accepted Answer

Yes. Each feedback point can have a custom question displayed at the top of the form. The default is "How was your experience?" but you can change it to anything — for example, "How was your meal?" or "How was your stay?". Go to the feedback point's Settings tab to edit the question text.

Question 18

How does contact information collection work?

Accepted Answer

Feedback forms include an optional "I'd like to be contacted about my feedback" checkbox. When a customer checks this, they can enter their name (optional), email address, and/or phone number. At least one contact method (email or phone) is required. Contact details are validated before submission. You can view contact info in the response browser and track follow-up status for each contact request.

Question 19

What is the response follow-up workflow?

Accepted Answer

When a customer opts in to be contacted, their response appears in the Action Items section on the dashboard. Your team can set the status to "Needs Follow-Up," "Contacted" after reaching out, or "Resolved" once the issue is handled. Filter by follow-up status in the response browser or use the Action Items section to see all contact requests needing attention.

Question 20

Can I add internal notes to responses?

Accepted Answer

Yes. You can add private internal notes to any feedback response. Notes are only visible to your team — never to customers. Use them to record follow-up details, context, or actions taken. Notes are included in CSV exports and you can filter the response browser to show only responses with notes.

Question 21

How do I compare feedback across multiple locations?

Accepted Answer

The Analytics page in the sidebar lets you compare performance across locations or individual feedback points. Toggle between location-level and feedback-point-level views. View a sortable table with total responses, average rating, satisfaction rate, and negative rate. Toggle items on/off to overlay them on trend line charts and rating distribution bar charts. Filter by date range (7 days, 30 days, 90 days, or custom dates).

Question 22

What is Test Mode?

Accepted Answer

Test Mode lets you preview and test your feedback form without recording any real data. From any feedback point's detail page, click "Open Test Form" to try it out while logged in. You can also generate a shareable test link that lets anyone preview the form for 24 hours without needing to log in — useful for getting team approval before going live. Test submissions are validated but never saved to your analytics.

Question 23

Can I pin locations to the sidebar for quick access?

Accepted Answer

Yes. On the Locations page, click the pin icon next to any location to add it to the "Pinned" section in the sidebar. Pinned locations appear above the Feedback Points section for quick one-click navigation. Click the X to unpin.

Question 24

How do bulk actions work for responses?

Accepted Answer

In the response browser or the Action Items section on the dashboard, click "Select" to enter selection mode. Check individual responses or use "Select All" to select all visible responses. Then use the floating action bar to update follow-up status (Needs Follow-Up, Contacted, or Resolved) for all selected responses at once. This is especially useful for managing large batches of contact requests.

Question 25

Can I link directly to a specific response?

Accepted Answer

Yes. Each response card has a "Copy Link" button in the footer. Click it to copy a direct URL to that specific response. When someone opens the link, the dashboard scrolls to and highlights that response. This is useful for sharing a specific response with team members or referencing it in follow-up notes.

Question 26

What can I customize with custom branding?

Accepted Answer

You can set a primary color and accent color (used for buttons, backgrounds, and accents), upload your business logo (PNG, JPG, SVG, or WebP up to 2MB), and set a display name. These appear on your customer-facing feedback forms, all QR code PDF templates, and email alert notifications.

Question 27

Which plans include custom branding?

Accepted Answer

Custom branding is available on all plans, including the free trial. You can set your brand colors, upload a logo, and add your business name right away from the Branding Settings page.

Question 28

How quickly do branding changes take effect?

Accepted Answer

Immediately. As soon as you save your branding settings, all your customer-facing feedback forms will use your new colors, logo, and display name. QR code PDFs generated after the change will also use the new branding. Previously downloaded PDFs will not update — you'll need to re-download them.

Question 29

Will "Powered by Feedback Guardian" still appear?

Accepted Answer

Yes. All plans, including Professional and Enterprise, show a small "Powered by Feedback Guardian" line at the bottom of feedback forms and QR code PDFs. This is a subtle text-only mention and does not interfere with your branding.

Question 30

How do I invite a team member?

Accepted Answer

Go to the Team page from the dashboard navigation. Enter the person's email address, choose their role, and click Invite. They'll receive an email with a link to accept the invitation and create their account. The invitation link expires after 24 hours.

Question 31

What roles are available for team members?

Accepted Answer

There are four roles. Admin: full access to create and manage feedback points, configure notifications, invite and remove team members, manage billing, and configure branding. Viewer: read-only access to the dashboard and analytics across all locations. Location Manager: full management access scoped to specific locations only — they can manage feedback points, view responses, and configure settings for their assigned locations. Location Viewer: read-only access scoped to specific locations only. When inviting a team member as Location Manager or Location Viewer, you select which locations they can access.

Question 32

Can I remove a team member?

Accepted Answer

Yes. Admins can remove team members from the Team page. The removed user will immediately lose access to your organization's data. Only admins can manage team membership.

Question 33

Can I export my feedback data?

Accepted Answer

Yes. You can export all responses for any feedback point as a CSV file from the analytics page. The export includes the rating value, comment text, timestamp, contact information (if provided), follow-up status, and internal notes for each response. You can also export audit logs as CSV for compliance and record-keeping.

Question 34

How is my data protected?

Accepted Answer

Your data is protected by Row-Level Security (RLS) at the database level, ensuring complete isolation between accounts. Authentication is handled by Supabase Auth with hashed passwords. All connections use HTTPS encryption. Payment data is handled by Stripe and never touches our servers.

Question 35

Can other businesses see my feedback data?

Accepted Answer

No. Database-level security policies ensure that each account can only access its own data. Even team members within the same organization can only see data for their organization — not for any other Feedback Guardian customer.

Question 36

What is Smart Review Booster?

Accepted Answer

Smart Review Booster automatically prompts customers who give a 4 or 5 star rating to leave a review on an external platform like Google, Yelp, TripAdvisor, or Facebook. The prompt appears on the thank-you screen after they submit positive feedback. Customers can always skip the prompt — it's completely optional and non-intrusive.

Question 37

Which review platforms are supported?

Accepted Answer

Smart Review Booster supports five platform slots per feedback point: Google, Yelp, TripAdvisor, Facebook, and one custom platform with a custom label and URL. Only platforms where you've saved a URL will appear on the customer-facing prompt. For example, if you only configure Google and Yelp, those are the only two buttons customers see.

Question 38

How do I set up Smart Review Booster?

Accepted Answer

Navigate to any feedback point, then click the "Review Booster" tab. Toggle the feature on, enter the direct review page URLs for each platform you want to use, and click Save. Going forward, customers who rate 4 or 5 stars will see the review prompt after submitting their feedback.

Question 39

Which plans include Smart Review Booster?

Accepted Answer

Smart Review Booster (along with Social Proof Cards) is included in the free trial, Professional (—/month), and Enterprise plans. If you're on the Starter plan, you'll see an upgrade prompt when you try to enable the feature. Upgrade from the Billing page to unlock it.

Question 40

How does review click tracking work?

Accepted Answer

Each time a customer clicks a review platform button, it's recorded with the platform name, timestamp, and a link to the original feedback response. You can view analytics in the Review Booster tab: total clicks, per-platform breakdown, and a recent activity feed showing which responses led to review clicks along with their ratings and comments.

Question 41

Does Smart Review Booster work in Kiosk Mode?

Accepted Answer

No, Smart Review Booster is intentionally disabled in Kiosk Mode. Kiosk devices are shared between customers, and the review prompt is designed for personal devices where customers are already signed into their Google, Yelp, or Facebook accounts. On a shared kiosk, the review link would open on the business's device rather than the customer's, which isn't useful.

Question 42

What are Social Proof Cards?

Accepted Answer

Social Proof Cards let you turn your best customer feedback into branded images for social media. Select any 4 or 5 star response, choose a landscape or square format, and download a PNG ready to post on Instagram, Facebook, LinkedIn, or X. Each card includes the rating, comment, and your business branding.

Question 43

How do I generate a Social Proof Card?

Accepted Answer

Navigate to any feedback response in your dashboard and click the "Share on Social" button. You'll see a live preview with your branding applied. Choose between landscape (best for Facebook, LinkedIn, X) or square (best for Instagram), then click "Download PNG" to save the image.

Question 44

Which formats are available?

Accepted Answer

Two formats are available: landscape (1200×630px, ideal for Facebook, LinkedIn, and X) and square (1080×1080px, ideal for Instagram). Both formats automatically include your logo, brand colors, the star rating, and the customer's comment.

Question 45

Which plans include Social Proof Cards?

Accepted Answer

Social Proof Cards are included in the free trial, Professional (—/month), and Enterprise plans. If you're on the Starter plan, you'll see an upgrade prompt when you try to generate a card. Upgrade from the Billing page to unlock it.

Question 46

Can I customize the card design?

Accepted Answer

Cards automatically use your brand settings — your logo, brand colors, and company name. To update these, go to Settings > Branding in your dashboard. The card layout and typography are standardized for a professional look across all social platforms.

Question 47

My QR code isn't working — what should I do?

Accepted Answer

First, make sure the feedback point is set to active. Then test the URL directly in a browser by copying it from the dashboard. If the URL works but the QR code doesn't scan, the print quality may be too low — try printing at a higher resolution or using a larger template. Ensure there's enough contrast and the QR code isn't too small (at least 1 inch for business cards, 2+ inches for posters).

Question 48

I'm not receiving email alerts — what's wrong?

Accepted Answer

Check that your notification rule is toggled on (active). Verify the contact email address is correct. Note that there's a 30-minute cooldown between alerts for the same rule to prevent spam. Also check your spam/junk folder. If the issue persists, contact support@feedbackguardian.com.

Question 49

I reached my plan limit — what should I do?

Accepted Answer

You'll see a message when you hit your plan's limit for feedback points, responses, or team members. Navigate to the Billing page to upgrade to a higher plan for increased limits. Your existing data is preserved and immediately accessible under the new limits.

Question 50

How do I contact support?

Accepted Answer

Email us at support@feedbackguardian.com. Enterprise plan customers receive priority support with faster response times. For billing issues, you can also manage your subscription directly through the Stripe Customer Portal from the Billing page.

Frequently Asked Questions

General

Account & Billing

Setup & Configuration

Branding

Team

Data & Privacy

Smart Review Booster

Social Proof Cards

Troubleshooting

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