General Information
Collect customer feedback fast with AI analysis
Heatmap Surveys is a simple yet powerful tool that helps you collect real customer feedback about their experience, your site, and your products, all in just a few clicks.
Whether you're trying to improve your copy, update visuals, or refine your value prop, surveys let you hear directly from the people who matter most: your customers.
Why use customer feedback surveys
After gathering a honey-pot of valuable insights after sending your customer feedback surveys, you can:
Write copy that actually converts
➡️ Learn your customers' exact words to describe their problems, needs, and outcomes. Use those insights to write headlines and product pages that speak their language.
Choose images and videos that match customer expectations
➡️ Discover what they’re looking for visually, then adjust your graphics, product images, or layout to match.
Identify stronger value propositions
➡️ Customer responses reveal what they care about most — use that to highlight the benefits that move the needle and drive sales.
This isn’t about making your site prettier. It’s about making it clearer, more relevant, and more persuasive. That’s what moves the needle.
Understanding Customer Feedback Survey Types
Long-Form Surveys
Long-Form Surveys are sent to customers outside of your website experience. They are best when you want deeper, more reflective feedback from your customers who have already interacted with your brand.
Best For:
Post-purchase feedback
Understanding why someone made a purchase
Detailed insights on value prop, messaging, and objections
Multi-question surveys that mix ratings and open-ended responses
Pop-up Surveys
Pop-up surveys appear directly on your website and are designed to be fast, asking one question to reduce friction and capture feedback in the moment.
Best For:
Capturing “in-the-moment” reactions while someone is browsing
Quick pulse checks on clarity and intent
Identifying confusion, objections, or missing information on a specific page
High-volume directional insights
Let AI do the heavy lifting
HeatmapAI automatically analyzes your survey responses to provide actionable insights. Save a few hours of analysis and get more valuable insights than if you did it yourself!
This will help you quickly understand trends and patterns from your customers without manually reviewing every response, especially for Short Answer or Paragraph responses.
Getting Started with Pop-Up Customer Feedback Surveys
Access and Create Pop-Up Surveys
Heatmap Surveys is super simple and easy to use. To create your Pop-up survey:
Navigate to the Surveys section in your Heatmap dashboard
Click "Create New Survey"
Select Pop-up Survey
Add your survey name
Choose a style for the pop-up survey by choosing from the following:
Window - a small window in the bottom corner of your page
Button - a clickable tab on the right side of your page
Bubble - a floating icon in the bottom corner of your page
Pop Up - a full-screen survey appears over your page
Create your question for the survey. You’ll be able to choose from the following formats:
Short Answer
Paragraph
Checkboxes
Single Choice
Rating Scale
Choose your survey behavior type to trigger the survey in the following timeframe:
Show immediately after page load
Show after a specific time delay (X seconds)
Show when a visitor is about to abandon (exit intent)
Show after scrolling a specific percentage of the page (X%)
Note: Full screen pop-ups aren't available to be shown immediately after page load.
Customize colors and appearance of your survey by clicking the “Survey Design” button.
You can interact with the survey preview on the right to make sure everything looks good. Once you’re done, click “Create Survey” and it will auto-publish ready for your review.
💡Pro Tips: Survey Best Practices
Keep it simple. Use one clear question to make responses fast. Single Choice or Rating Scale works best for Pop-Up surveys.
Match the survey style to the effort you’re asking for.
Bubble: best for lightweight feedback
Window: great for quick brand, product, or experience questions
Full Pop Up: use sparingly, reserve for high-value moments
Be mindful of the survey trigger.
Immediately after load: only for super quick responses
Time delay: best for “first impression” feedback
Scroll %: great for engaged visitors on landing pages
Exit intent: best for “What stopped you?” moments
Use “How” or “What,” not “Why.” “Why” can feel confrontational and may reduce response rates.
Survey Publishing & Sharing
Publish your Heatmap Pop-up Survey
After creating your survey, it’s simple to publish on your website:
Go to the Surveys section
Click the 3 vertical dots icon to publish or unpublish the desired survey
The survey will start running on your website. Note that only one pop-up survey can run on your website at a time.
That’s it! Now you’re ready to start collecting insights.
Managing Surveys
Viewing Survey Responses
Once your survey is live, you’ll start seeing responses within minutes. To check results:
Go to the Surveys section
Select the survey you want to view
Click the Responses tab
Here, you'll find the answers to your survey question.
You’ll also get survey performance analytics, including:
Total Impressions
Surveys Started
Abandoned Surveys
Completed Surveys
Getting Started with Long-Form Customer Feedback Surveys
Access and Create Long-Form Surveys
Heatmap Surveys is super simple and easy to use. To create your Long-Form Survey:
Navigate to the Surveys section in your Heatmap dashboard
Click "Create New Survey"
Select Long-Form Survey
Add your survey title and description
Create your questions using our easy drag-and-drop builder. You’ll be able to choose from the following question types:
Short Answer
Paragraph
Checkboxes
Single Choice
Rating Scale
You can also re-order, duplicate or make any question required to answer.
Customize colors and appearance of your survey within the Appearance Tab. (You’ll also have the ability to add a logo or any custom branding colors!)
Once you’re done, click “Create Survey” and it will auto-publish ready for your review.
💡Pro Tips: Survey Best Practices
Use 6-8 Questions Max in Long-Form Surveys to not overwhelm customers.
Use “How” or “What” Questions instead of “Why.” It makes people defensive subconsciously and less likely to answer.
Keep questions customer-focused! Your goal is to get to know them better.
Survey Publishing & Sharing
Share Your Heatmap Survey
After creating your survey, it’s simple to publish, share, and start collecting results. To share your survey:
Go to the Surveys section
Select the survey you want to share
Click Copy Link
Paste and share the link via email or social channels
That’s it! Now you’re ready to start collecting insights.
Managing Surveys
Viewing Survey Responses
Once your survey is live, you’ll start seeing responses within minutes. To check results:
Go to the Surveys section
Select the survey you want to view
Click the Responses tab
Here, you'll find:
A breakdown of answers by question
Visual summaries for multiple choice and ratings
AI-generated insights for open-ended questions
You’ll also get survey performance analytics, including:
Total Impressions
Surveys Started
Abandoned Surveys
Completed Surveys
Need Help?
If you have questions or run into any issues while using Heatmap, our support team is here to help. Contact us anytime at Support@heatmap.com.