Private feedback
Customers can tell you privately what went well and what didn't, next to the review sites. Each message opens a follow-up for your team.
Explanation1 min read
The review page for each location offers Tell us privately next to the review sites, as an equal choice. It is a short form: a rating if they want to give one, what you should know, and their name, email or phone if they want an answer.
What happens with it
- It goes only to your team. It is never published.
- It opens a follow-up, so someone owns it and answers in time.
- If it came from a review request, the request shows it as Private feedback.
- The person still sees the review sites after sending it, so they can share their experience publicly too.
They tick You may contact me about this to be contacted. Only then are their email address and phone number kept with the feedback.
A survey instead of the form
An Admin can offer a survey in place of the short form, with a recommend score and your own questions. Open the survey under Surveys, then Share, and switch on On the review page. The review sites stay on the page the same as before. See Surveys.
Switching it off
Private feedback is on by default. You can switch it off under Review requests in the settings, under The review page. The review sites stay either way.
Never instead of a review
Private feedback is offered next to the review sites, never in place of them, and nobody is asked how happy they are before seeing the review sites. That keeps your requests within Google's rules and consumer law in the EU, the UK and the US.
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