Retail & e-commerce
Customer feedback software for e-commerce
Product reviews, returns forms and Trustpilot reviews read together. Userforms files every comment by product, delivery and service, and says what to fix.
What online shops and retailers miss
A store workspace that collects reviews, handles returns cleanly and brings customers back.
Returns hide the reason
A returns form that asks why turns every return into a note about sizing, quality or the product page.
Delivery and product get mixed up
A one-star review about a late parcel says nothing about the product. Topics keep the two apart.
Public reviews shape the sale
Trustpilot and Google reviews sit next to your checkout in people's minds. Knowing what they say matters.
The forms you start with
Choose the retail & e-commerce starter when you sign up and these are ready to edit and send.
Follow-ups, ready to switch on
Set up as drafts with the starter. Change the wording, the timing or the steps, then turn them on.
Post-purchase follow-up
Check in after delivery, ask for a review and suggest a next purchase.
Win back lapsed customers
Re-engage customers who haven't ordered in a while.
Every reply, read for you
Your forms, your website widget and your Trustpilot and Google reviews land in one library and are read the same way.
Topics, without tagging
Each reply is filed under the things it mentions, in a topic tree you can rename, merge or split.
Tone on every mention
A review that praises the room and complains about check-in counts as both, each with its own tone.
What changed
A briefing compares each topic's share of the conversation and its tone with the period before.
Ask in plain words
Ask a question and get an answer from your own replies, with the ones it relied on shown.
Trustpilot
Import Trustpilot reviews by pasting your company page URL. Userforms separates delivery, product and service in every review and tracks each over time.
Google reviews
Import Google reviews for any business on Google Maps, or sync your own Business Profile, and read them by topic and tone alongside your surveys.
Further reading
Reviews ·
How to analyse Trustpilot and Yelp reviews in one place
Trustpilot, Yelp and your own surveys each hear from different customers. How to combine them, use the same topics, compare fairly and see the whole picture.
6 min read
Follow-up ·
How to ask customers for reviews: timing and wording
When and how to ask customers for reviews, with example messages, why you must ask everyone and not only happy customers, and how to follow up fairly.
6 min read
Analysis ·
Customer feedback sentiment analysis: what it tells you
What sentiment analysis of customer feedback can and can't tell you, why tone belongs on each mention rather than each review, and how to pair it with topics.
6 min read
Hear what your retail & e-commerce customers are saying.
The free plan covers three forms, one feedback source and 500 responses a month. No card needed.