What it does
Questback provides customer and employee surveys, reporting, notifications and follow-up. Essentials can turn a response into a case with an assignee, status and conversation history. Access requires a user account; pricing is arranged by quote, with a 14-day Starter trial.
In Questback Essentials, open Follow-up > New case, select one respondent or a group and click Next. Choose the assignee and status, write the message and send it. The recipient's Give Feedback link opens the conversation alongside their original survey response; a reply notifies the assignee.
For a handoff, select the case and use Assign To User. The survey must be in a shared folder to assign another Essentials user. Add Internal Comment keeps a note for colleagues, Set Case Status updates progress, and Export saves selected case dialogues.
Hidden Identity prevents viewing respondent details, and expired retention settings can hide email addresses. These settings affect whether personal follow-up is appropriate for the survey.
Packages for customer or employee feedback
| Package | Access route | InsightLab advisory hours, when included in the agreement |
|---|---|---|
| Starter | 14-day trial available | 5 |
| Business | Custom price estimate | 10 |
| Enterprise | Custom price estimate | 15 |
Customer-experience and employee-experience versions use this package structure. Each displayed package includes one user, unlimited surveys and unlimited answers. Advisory hours apply only when explicitly included in the agreement. Distribution options include email, text messages, links, tokens and QR codes.
Strengths
- Cases keep respondent replies with an assignee and status.
- Internal comments and dialogue exports support follow-up handoffs.
Watch out for
- Assigning a case to another user requires the survey to be in a shared folder.
Best for
- Customer feedback teams managing individual responses through follow-up and handoff
Sources
- Questback Pricing (Oct 27, 2026)
- Creating a case under Follow-up (Oct 27, 2026)
- How to use Cases (Oct 27, 2026)
- Login to Questback (Oct 27, 2026)
- Follow-up - Questback Academy (Oct 25, 2026)