Frequently Asked Questions

Got a question you need answered but can’t wait? No problem.

Basics

What is Feedback Lite?

Feedback Lite is a fully featured web-based customer feedback and survey tool. Feedback Lite offers a simple to use and incredibly affordable online feedback solution to help you engage with your customers on your website or blog.

If you're looking for a web-based customer feedback tool with advanced reporting and customization capability for a fraction of the cost, then Feedback Lite is for you!

  • A flexible, user focussed, web-based customer feedback tool
  • Creating, editing and implementing your feedback campaigns has never been easier. After using Feedback Lite, you're going to ask yourself "why the process of collecting customer feedback had to be so hard before?" Feedback Lite has been developed so that you can implement engaging customer feedback campaigns, with next to no HTML experience, in a timely and flexible fashion using our intuitive campaign dashboard, and custom campaign settings. But don't take our word for it, try Feedback Lite for yourself and see.
  • A simple, and beautiful reporting mechanism
  • Whether you're looking to report at the campaign level or account level, our detailed reporting capabilities are easy to use and will provide you with all the feedback data you're likely to ever need. We've made a special effort to ensure data utilization is a "snap" with Feedback Lite, with one-click data exporting, simple charting, no-nonsense feedback review, and all from the one consistent user interface.
  • An easy to use data export facility
  • Feedback Lite currently lets you export your feedback data in CSV format. Our research shows that this is the most commonly requested format in the market today, and is most compatible with systems such as Excel, and online databases such as MySQL/SQL.
  • A customer engagemenent tool for the web
  • Finding out exactly what your customers needs, wants and opinions is a vital part of running a successful businesses in today's fast paced market. Feedback Lite makes this easy, providing you with the ability to run as many feedback campaigns as you like, with extensive campaign customisation, so you can effectively communicate your feedback questionnaires to your existing and potential customer base.
  • A powerful survey tool
  • If you're looking to run a feedback campaign on your website, you're going to want to engage with your audience using a visually appealing mechanism that allows you the flexibility to capture insightful user feedback data, whilst maintaining strong online conversion rates. With Feedback Lite, you can survey your customers using numerous campaign formats that are specifically tailored to generating key insights, with little or no fuss on the respondents' behalf. With a focus on simplicity and usability, Feedback Lite is a powerful tool you can rely on to help you refine your business operations.

Features and Capabilities

For a full list of the features available on Feedback Lite, we recommend visiting our Pricing page, however for a more in-depth feature review, please see below.

  • Custom feedback tabs
  • Feedback Lite provides 4 default feedback tab options for you to use, however if you're wanting to brand you're feedback tab or upload something to match your color scheme, this functionality is available for all Feedback Lite subscribers.
  • Unlimited monthly feedback
  • Running a major site, or maybe a smaller site? No problem. No matter what your campaign size we're happy to accommodate your needs, and that includes the number of campaigns you choose to run.
  • 10 preset screen positions for your feedback tab
  • We've made it easy for you to customize your Feedback Lite campaigns by providing you with 10 preset tab positions to select from. Simply visit your 'Edit Campaign' or 'New Campaign' screen to select the 'screen position' of your choice to adjust your campaign's tab position.
  • SSL compatability
  • Running a site in a secure environment? Feedback Lite supports all major SSL environments with advanced SSL technologies.
  • Automatic feedback campaigns
  • Looking to prompt your users with a feedback campaign at a set interval or on their first visit to your website. No problem. Simply configure this from the New Campaign or Edit Campaign screen in your Dashboard.
  • Advanced reporting
  • Reporting with Feedback Lite is easy, but it's also as complex as you want it to be. Our simple layout makes reporting a snap, and exporting and use of your data even easier.
  • Feedback form sizes
  • Feedback Lite currently offers 3 feedback form sizes, across both slide out and popup options so you can create the perfect campaign for your audience.
  • Feedback form formats
  • Feedback Lite currently lets you choose from 5 feedback form formats with completely different layouts. Whether it's a multiple choice campaign, open ended answer, rating scale, Likert scale or ranking system, we've got you covered.
  • Progressive performance statistics
  • Track your weekly and monthly campaign performance metrics via our simple "heads-up" display, available on all campaign dashboard pages. At a quick glance you'll know how your campaign is performing, and whether you need to change things up to garner a greater results set.
  • Google Analytics Tracking
  • Whether you're using Standard or Universal Google Analytics, Feedback Lite supports additional tracking of campaign metrics. Just select to track via GA, and we'll do the rest!
  • Contact Us form
  • For subscribers on our PLUS and PREMIER packages, Feedback Lite provide you with the option to implement a Contact Us widget on your website. This widget can be customized to suit your needs with a custom introduction, header and color scheme.
  • Subscribe form
  • For subscribers on our PLUS and PREMIER packages, Feedback Lite provide you with the option to implement a Newsletter Subscription widget on your website. This widget can be customized to suit your needs with a custom introduction, header and color scheme.
  • Custom color picker
  • For subscribers on our PLUS and PREMIER packages, Feedback Lite now lets you change the color scheme of your feedback, contact us, and subscription widgets. Simply select which element you would like to change the color of from your New Campaign or Edit screens' within your account dashboard for a full preview.
  • Exit Intent technology
  • Detect when your website visitors are attempting to leave your site with our Exit Intent technology. Display any of our available widgets when your visitors show intent to leave your page. To enable, simply visit your 'New Campaign' or Edit Campaign' page to activate.

Technical Support

Something's Broken

Sometimes when you're trying out a new service or a new feature of that service, you may need a little help working out exactly how to get the job done. Below are some of the most commonly asked technical support questions we receive from our user base.

  • My campaign's not showing up?
  • Installing Feedback Lite into your web pages is as simple as pasting your code snippet into the <head> area of your HTML page, but that doesn't mean an unexpected reason why your campaign isn't showing up may occur. We recommend ensuring you haven't accidentally altered the provided source code of your campaign firstly. If everything looks OK, check to see that the Feedback Lite source code is not conflicting with another script you have in your page, and if so, report this to Feedback Lite for review.
  • What's jQuery?
  • jQuery is a multi-browser JavaScript library designed to simplify the client-side scripting of HTML. Feedback Lite requires the use of jQuery to achieve some of the more advanced features of the service. We provide a link to jQuery with your campaign code, however you may choose to use an existing version should you already have the plugin installed on your site.
  • Why does my feedback campaign look broken?
  • It is important to follow the instructions provided on how to install your Feedback Lite campaign code at the time you copy and paste that code from your dashboard. By ensuring that your source code is pasted in the <head> tag of your pages, this should ensure there are no problems, but double check that no existing style sheets are conflicting with the style sheet names in the Feedback Lite CSS to make sure.
  • I'm getting JavaScript errors when I add Feedback Lite to my site?
  • Sometimes when we add new script to our site, it can conflict with existing functions or variable names. We have tried to ensure that Feedback Lite uses unique variable and function names, but in the event a conflict is identified, please either edit your current source code, or alert Feedback Lite to the issue for review.
  • My popup campaign does not show on top of everything else?
  • Feedback Lite uses CSS z-indexes to position our popups on top of everything else. We ues a very high z-index, but in the event it is lower than something you already have on your site, we recommend adjusting this figure to operate below that of Feedback Lite's.
  • I put my code in the <body> of my HTML page, and it doesn't work?
  • No problem, simply move your entire Feedback Lite code snippet to the <head> section of your document, and everything should work fine.
  • I'm running multiple versions of jQuery. Does it matter?
  • Technically no, however this will slow the loading of your pages. We recommend testing your site elements which use jQuery for a stable version that works with each. Feedback Lite regularly tests for the latest most stable version of jQuery, and include it on our source code pages which may be a solid starting point for your version selection process.
  • Which browsers do you support?
  • Feedback Lite supports all major browsers including Google Chrome, Mozilla Firefox, Internet Explorer and Safari. However recently we have decided to discontinue our support of Internet Explorer versions 7 through 9 due to their outdated technologies and rapidly declining usage.

User Authentication

User authentication issues are common for all service operators and website owners. If you're having an issue with your Feedback Lite account or in need of some assistance, please refer to the below items for initial assistance.

  • I forgot my password?
  • No problem. Simply navigate to your dashboard login page and click the 'Forgot your password' link to retrieve your password.
  • Can I change my username?
  • Sorry, no. Unfortunately usernames cannot be changed once you have registered with Feedback Lite.
  • Can I change my password?
  • Yes. Simply navigate to the 'My Account' section of your Feedback Lite Dashboard and change your password from this page.
  • Can I change my email?
  • Yes. Navigate to the 'My Account' section of your Feedback Lite Dashboard and change your provided email address from this page.
  • I think my account has been hacked?
  • If for any reason you believe your Feedback Lite account may have been compromised, we ask that you immediately report this to us for further investigation via our Contact page.

Custom Tabs

Custom tabs are a great way to personalize your feedback campaigns. Whether it's via the use of your corporate branding, corporate colors, or the inclusion of a tab which is more suitable to your web layout, the below should answer the majority of your questions surrounding custom tabs.

  • My custom tab is not being accepted?
  • Custom tabs must be of 100x35 px in size for horizontal tabs, or 35x100px for vertical tabs. Any files being uploaded must be of .jpg, .gif or .png file type to be accepted. It is also worth noting that a file upload size of less than 300kb be observed for all file uploads.
  • Can I have a different custom tab per campaign?
  • Yes. Feel free to upload a different custom tab for each campaign you choose to undertake, or simply use the same tab for each campaign. It's up to you.
  • Does Feedback Lite support transparency in custom tabs?
  • Yes. We recommend uploading .png files for transparent custom tabs. This file format generally provides the best resolution for your images. We also recommend when doing so, trying out the TinyPNG service, which will shrink the file size of your .png files for faster loading custom tabs.
  • What about animated GIF's. Are they supported?
  • Animated GIF's are a supported file format for custom tabs. If you haven't built an animated GIF before, there are several free services online which can help you to do so, such as http://www.gifmaker.me.
  • Where and when can I upload a custom tab?
  • You can upload a custom tab from the 'New Campaign' screen of your dashboard, or by editing an existing campaign. However if you were not previously using a custom tab on your campaign, you may be required to update the source code on your web pages.

Creating and Managing Campaigns

Creating campaigns on Feedback Lite has been designed to be as easy as possible for users of the Feedback Lite system. However if you do get stuck creating your next campaign, feel free to check out the below items for assistance.

  • Copying and pasting text from Word is doing weird things?
  • Oftentimes when we copy content from Microsoft Word or other text editors into web-based text areas or fields, hidden content can come across which does not display very well on the web. To ensure this does not happen, we recommend typing your campaigns directly into the text fields/areas provided, or pasting from a basic text editor such as Notepad.
  • Can my campaigns expire?
  • No. As long as you choose to run your campaign on your website, your campaign will continue to record data.
  • Is there a limit to the number of campaigns I can create?
  • No. Feel free to create as many campaigns as you like. As long as you include the unique campaign code for each campaign on your web pages, you may also concurrently run multiple campaigns on the one site (not page) using Feedback Lite.
  • Can I change my campaign type after creation?
  • No. Unfortunately this functionality is prohibited within Feedback Lite. We recommend creating a new campaign and either deleting your unwanted campaign or rendering it complete.
  • Can I delete a campaign?
  • Yes. Simply navigate to the 'Campaign' section of your dashboard and select the campaign you would like to delete and remove it from your account.
  • Does Feedback Lite work with tag management systems?
  • Yes. Using third-party tag management systems such as Google's Tag Manager to manage your Feedback Lite scripts is fully supported.

Reporting

Feedback Lite provides you with extensive but incredibly easy to interpret campaign metrics and reporting. If you're looking for assistance with your campaign reporting, see below.

  • Can I export my feedback?
  • Yes. Feedback from campaigns can be exported in CSV format at the campaign level.
  • Can I see a stream of campaign submissions as they come in?
  • Yes. Just click the 'Feedback Stream' tab above the results graph on your campaigns' summary page to reveal this information. Please be advised that there may be a delay of up to 24 hours for new results to come in at present.
  • If I delete results from a campaign, does this affect the results generated for that campaign?
  • Yes. If you remove results, this will affect the overall result count, and calculation for your campaign. So please only remove results you believe do not positively affect the campaign outcome.
  • If I delete a campaign, can I retrieve those results later?
  • No. Once you remove a campaign from your account, that data ceases to exist with Feedback Lite, so please be careful when removing data or campaigns.
  • Can I filter the report data produced from Feedback Lite?
  • At this point we do not allow this functionality. However when you do export your CSV's, you can import this into Excel and perform almost any data filtration you like.
  • I can't see feedback that has been just submitted?
  • Feedback results can take up to 24 hours to appear in your account dashboard. If you feel a submission has not appeared in your account after longer than this, please contact support for investigation.
  • How do I change my timezone?
  • You can change your timezone by visiting the My Account section of your dashboard. Simply scroll to the bottom of page and select your local timezone setting from the 'Timezone' menu.

API Access

Are you looking to share your feedback submissions with another system? If so, our simple to use RESTful API service is for you.

  • Where can I generate my API token?
  • To generate your Feedback Lite API token you need to be a subscriber on a Plus or Premier level plan. If this is you, you can generate your token by logging into your account dashboard and visiting the 'My Account' section where you can scroll down to 'API Access' to generate your token.
  • How do I use the Feedback Lite API?
  • To begin using the Feedback Lite API you will need to generate an API token. This can be achieved from the 'My Account' page of your dashboard under 'API Access'. Once you have your token, head over to https://api.feedbacklite.com to review our API documentation.
  • What can I use the Feedback Lite API for?
  • You can use the Feedback Lite API to share any or all of the information retrieved across your customer feedback campaigns. Whether this is the name of your respondents, their email address or their response to a particular campaign, all this is possible via our API no matter what type of feedback widget you are using.
  • What API languages do you support?
  • We currently provide support for PHP cURL and JavaScript based RESTful API access. This means that you can access any of the data associated with the campaigns in your Feedback Lite account using JavaScript or PHP giving you the flexibility to choose between client-side and server-side integrations.

Google Analytics

Discover which extra reporting metrics can be measured by extending your Feedback Lite campaigns with Google Analytics.

  • Google Analytics Metric - "View"
  • The "View" metric displays how many times your feedback tab was clicked on, resulting in your feedback campaign being viewed. This is similar to a page views metric you would measure on your website.
  • Google Analytics Metric - "Follow Up"
  • The "Follow Up" metric displays how many times a user has submitted a response then followed up that response by providing their details in the Follow Up section of your feedback campaign.
  • Google Analytics Metric - "Submission"
  • The "Submission" metric displays how many successful feedback submissions you have received. This metric is recorded regardless of whether a redirect or follow up function is implemented during the campaign completion process.
  • How do I know if I have a Universal Analytics profile installed?
  • Universal Analytics is Google's latest release of their Analytics package. The easiest way to check your Analytics version is to follow the instructions on Google's support site.
  • Where can I review my Feedback Lite data in Google Analytics?
  • In Google Analytics, you will want to view the "Events" section to review data coming directly from your feedback campaigns. To do so, visit the "Behavior" > "Events" > "Top Events" section then click "Feedback Lite" to review your data on a campaign by campaign basis.

Billing & Payments

Managing Payments

Setting up and managing regular payments with Feedback Lite is a simple and non-evasive process. However if you do have some questions or are concerned about the security behind our payment authorisation processes, feel free to peruse the below items at your leisure.

  • Cancelling your subscription
  • If you'd like to cancel your subscription to Feedback Lite, please contact us using our Contact page. Once we receive your enquiry, we will be in contact with you privately to review your final payment and cancellation of your subscription.
  • Changing your payment setup and/or subscription
  • If you would like to change your subscription type with Feedback Lite, this can be completed from your My Account section from within your Dashboard. Simply visit the 'Payment Plans' tab from within this section to adjust your payment plan. Upon doing so, your existing payment plan will cease with Feedback Lite, and a new subscription will be initiated.
  • How to set up payments with Feedback Lite
  • Upon registering with Feedback Lite, or once you have completed your trial period, you have the option to subscribe to Feedback Lite from within your My Account section. Simply visit the 'Payment Plans' tab to make your selection and setup your subscription. Once complete, you will be able to review your payment settings from the 'Subscription & Billing' tab within your My Account section.

Payment Queries

Often we receive a number of queries regarding payments and payment options each month from our existing and potential customer base. Some of the more common questions are listed below for your convenience.

  • Why was I charged an extra month when I ended my subscription?
  • The Feedback Lite Terms of Service outline that you are paying 'ahead' in your payment subscription for the month to come. If you request that payment be cancelled at the beginning of a month, you will be charged the full amount for that month. Partial payments for remaining days in a month are not allowed under this scenario, and evaluation of your payment requirements is at the discretion of Feedback Lite.
  • I think I have been incorrectly charged?
  • If you feel you may have been incorrectly charged, or may have been charged extra to that outlined in the Feedback Lite Terms of Service, please do not hesitate to get in contact with us via our Contact page for a further discussion regarding the terms of your payment plan.
  • Which credit cards do you accept?
  • Feedback Lite currently accepts Visa and MasterCard credit cards. Diners Club and American Express are not accepted, however we do accept PayPal as a payment provider.
  • Do you offer custom payment plans?
  • Feedback Lite only offer the payment plans listed on our Pricing page. However as we are a progressive bunch here at Feedback Lite, if you do have a payment option you would like to discuss, feel free to send your suggestions through to us via our Contact page.
  • How do I setup white labelling?
  • To setup white-labelling on Feedback Lite, you'll need to upgrade your account. An annual fee of $199.00 is required to access this feature for PLUS and PREMIER package holders. This feature is not available for BASIC or STARTER package holders.To upgrade your account to support white-labelling, please visit the Subscription & Billing page from within your My Account section.

Incorrect Use

Combatting SPAM

Although Feedback Lite take measures to ensure that feedback of a non-human or repetitive nature is not accepted by our systems, sometimes SPAM data can make it through to your reports, making your data seem less than accurate. Below are some common ways to combat SPAM submissions, and some best practice advice for writing high quality feedback questionnaires.

  • Check your submission IP addresses
  • If you see a drastic jump, or even an unsual rise in submissions across one of your campaigns, the best way to determine whether these submissions are legitimate is to look at the IP address from which they came. If the IP address is the same, this most likely means a single individual, or a machine is repeatedly submitting your feedback form. To counter this, delete any feedback submissions you feel fall under this category, and if necessary, take-down your feedback campaign for at least 24 hours to deter this activity.
  • Look for repetitive email or name entries
  • Again check for any similar email or name entries in your feedback submissions. It's surprising how often less competent spammers will use the same or similar details to waste your time. If you do locate a cluster of these, simply delete them from your campaign dashboard.
  • Cross-reference entries from past campaigns
  • If you see the same entrants submitting your feedback form across a number of your campaigns, check to see if their submissions are qualitative. If they're not, simply delete these entrants from your feedback submissions across the board, or flag for review.
  • Don't just assume all your submissions are legitimate
  • The sad reality about Internet feedback and online discussion, is that a certain amount of it is not legitimate. Take the time to review your submissions for legitimacy, and ensure you're happy with the content of your results before assessing your final pollings.

Get started with your 14-day free trial.

Sign Up or Contact Sales

Setup takes less than 2 minutes to complete!