Feature
Customer complaint forms that get problems to you first
An unhappy customer with nowhere to go writes a public review. Custovra gives them a private complaint form, sends it straight to your inbox, and helps you spot the problems that keep coming back.
Why a separate complaint form helps
Most feedback forms are built for ratings. A complaint is different: the customer needs to explain what happened, and you need enough detail and a way to reply. Custovra has a dedicated complaint form type for exactly that.
Making complaints easy may sound risky, but every complaint you receive privately is one you get a chance to fix. Customers who see a problem handled well often come back. Customers who are ignored tell other people instead.
How complaint handling works
- 01
Create a complaint form
Pick the complaint form type and ask what happened, when, and how to reach the customer.
- 02
Make it easy to find
Print the QR code where problems happen, and give staff the link to share when something goes wrong.
- 03
Get alerted immediately
Each new complaint is emailed to the address you choose, such as the duty manager.
- 04
Fix the root cause
Review complaints by location and over time to find the issues that keep repeating.
What you get
Plan limits and which plans include each feature are on the pricing page.
Dedicated complaint type
A form built for describing problems, separate from your review form.
Photo uploads
Customers can attach a photo, which makes many complaints faster to understand and resolve.
Email notifications
Complaints reach the right inbox in real time, not at the end of the week.
Staff involved
Optionally let customers name the employee involved, for fair follow-up.
Per-location tracking
One form per outlet shows where complaints come from.
Export and report
Export complaints to CSV and download reports as PDF.
Complaint Management: frequently asked questions
What is the difference between a review form and a complaint form?
A review form collects ratings and general feedback from all customers. A complaint form is for customers who have a specific problem and want it dealt with, so it focuses on what happened and how to contact them.
Will I be notified when a complaint comes in?
Yes, if you turn on email notifications for the form. Each new submission is emailed to the address you set. Email notifications are included on selected plans.
Can customers attach photos to a complaint?
Yes, with an image upload field on the form. Image upload is included on selected plans.
How should I reply to a complaint?
Acknowledge it quickly, apologise for the experience, find out what happened, offer a fair fix and follow up. Our guide on how to respond to customer complaints includes templates.
Related reading
Start hearing from your customers this week
Create your first feedback form, print its QR code, and see responses arrive in real time. Every plan starts with a 14-day free trial.