Voice, text or photo
The customer picks the format. They can mix them. What comes back is what they meant.
They answer the way they'd answer anyone.
Voice
A voice note carries the way they said it, not just what they said. Talking is no effort at all, so the detail arrives on its own.
Text
Some moments are quiet ones - the train, the waiting room, the sofa at midnight. Typing suits the person and the moment that voice doesn't.
Photo
Some things are quicker to show than to say. A photo carries what words can't, straight from the camera roll.
No list to pick from
No dropdowns, no star ratings, no predetermined options. A fixed list can only ever return the answers someone thought of in advance. An open reply returns what the customer actually meant - including the thing nobody thought to ask about.
Unstructured replies are what let themes be discovered rather than pre-defined. The patterns come from what customers keep saying - not from a menu written in a meeting.