Managing Private Feedback

One of the most powerful features of our platform is the ability to protect your online reputation by identifying unhappy customers before they post publicly. By providing a “private vent” for dissatisfied clients, you can resolve issues internally and turn a potentially negative public review into a private customer service success story.

🛡️ How the System Protects Your Reputation

When a customer uses your Feedback Form , our system detects their level of satisfaction based on their rating.

Positive Experience: Happy customers are encouraged to share their feedback on public sites like Google and Facebook.
Negative Experience: If a customer indicates they are unhappy, the system automatically redirects them to a Private Feedback Form. This allows them to voice their frustrations directly to you, rather than on a public-facing review profile.

📩 What Happens When Private Feedback is Received?

When a customer submits private feedback, the system takes two immediate actions:

Instant Email Alert: An automated email is sent to your designated notification address. This email contains the customer’s contact details and the specifics of their complaint so you can reach out immediately.
Dashboard Recording: The feedback is logged securely within your account for tracking and resolution.

🛠️ Accessing Private Feedback in the Dashboard

If you want to review all your private feedback in one place to look for service trends or follow up on old cases, follow these steps:

Navigate to Reviews: Click on ** Reviews** in the side navigation bar.
Select “Private Feedback” in the filter options
Manage the Data: Here you will see a list of all internal feedback submitted by customers.

💡 Best Practices for Handling “Unhappy” Feedback

The 24-Hour Rule: Aim to respond to private feedback within 24 hours. A fast, empathetic response is often enough to save the customer relationship.
Listen First, Fix Second: Use the private nature of the feedback to ask follow-up questions. Customers are often more honest in private than they are in public.
Turn it Around: Many of our users find that after resolving a private complaint, the customer is more willing to share their new positive experience.
Spot Patterns: If you see the same complaint appearing in your private feedback (e.g., “Long wait times” or “Order errors”), use that data to improve your business operations before it ever hits your public Google page.