Collect negative feedback privately
Ask customers who give a low rating what went wrong, get an email when they do, and read their answer in your inbox, where only your team sees it.
A form can ask a customer who gives you a low rating what went wrong, hold their submission in Pending and email you about it. What they write is kept apart from the testimonial and shown only to your team, under Form answers in the inbox. The workspace owner and the project's Admins set this up in the form builder, on every plan.
Set the threshold
In your project, open Forms under Collect in the sidebar and click your form. On the Settings tab, under Behavior, set Negative Feedback Threshold to a number from 1 to 5. A rating at or below it counts as negative feedback. A new form starts at 3, so 1, 2 and 3 stars count; to count only 1 and 2 stars, set it to 2.
Add an alert address
Just below, type one email address in Negative Feedback Alert Email (optional). The box is empty in a new form, and no alert email is sent while it is.
Ask what went wrong
A form made from the Conversational template already has a Negative Feedback page, right after Rating. On another form, open the Pages tab, click Add Page and choose Negative Feedback. Keep it after the page that asks for the star rating.
Customers see the page only when their rating is at or below the threshold. Click it to change its Title, Subtitle, Button Text and Placeholder Text, and two switches that both start on:
- Show Contact Option adds a tick box with your Contact Message. Until you write one, it reads "Would you like us to contact you about this?".
- Show Skip Button adds a Skip button.
If you add rules under Conditional display, they decide when the page shows, in place of the threshold. The alert email, the inbox badge and approval still follow the threshold.
Keep Require Approval on
Back on the Settings tab, Require Approval is on in a new form. While it's on, a submission rated at or below the threshold waits in Pending until you approve it, and Auto-Approve Threshold (optional) never approves one.
With Require Approval off, every submission is approved as it arrives, low ratings included, and an approved testimonial can be picked up by a widget or a Wall of Love.
Try it in the preview
In the preview beside the sidebar, give a low rating and click through: the Negative Feedback page appears as it will for customers. Nothing you enter there is submitted.
What the customer sees
A customer whose rating is at or below the threshold gets the Negative Feedback page: your title ("We're sorry to hear that" on a new page), a text box and, with Show Contact Option on, the tick box. Neither is required, so they can go on without writing.
The form then carries on with its remaining pages. Everything is sent together when the customer clicks Submit at the end, so feedback from someone who leaves before that doesn't reach you.
What a low rating changes on the Thank You page
Nothing. What you set up on the Thank You page shows whatever the rating: its message, the share buttons and Third Party Review Links alike.
Where you read the feedback
On the Pending and Approved pages of your inbox, the testimonial's card carries a Negative feedback badge. Click Show more on the card and look under Form answers; the testimonial's Edit window has the same block. Its Negative feedback row holds what the customer wrote, or "The customer wrote no message.", and a Wants a reply tag if they ticked the contact box.
The badge follows the rating alone, so a low rating from a form without a Negative Feedback page carries it too.
Who can see Form answers
Form answers is marked Only your team sees this. Everyone who can open the project sees it: the workspace owner and the project's Admins, Members and Viewers. It's never part of a widget, a Wall of Love or a share page.
The testimonial itself is separate. Its star rating and whatever the customer wrote or recorded on your Question page can be shown like any other testimonial once it's approved.
List every low rating
On Pending or Approved, click + Filter, choose Form feedback, then Negative feedback. The All filters panel has the same filter. See Filter and search your inbox.
Who is told about a low rating
The alert email
The address in Negative Feedback Alert Email (optional) gets an email with the star rating, the customer's feedback, their testimonial if they wrote one, their email address and an Open in ReTestimonial button. Its subject says when they asked for a reply. Replying to it writes to the customer if they left an email address, and to the workspace owner if they didn't.
This alert is separate from the project's Owner Notification and is sent even when that email is off. Owner Notification still goes out as for any submission, without the feedback. See Set up the emails a project sends.
The notification in the dashboard
Everyone who can open the project gets a New low-rating response notification, unless they've turned Low-rating responses off in their own settings. Clicking it opens the Pending page of the inbox, filtered to negative feedback. See Manage your notifications.
Rewards for a low rating
On the form's Rewards tab, under Conditions, Exclude Negative Feedback is on by default: a submission rated at or below the threshold gets no reward. See Rewards for testimonials.
What happens next
You handle the testimonial like any other: see Approve, reject and archive testimonials. If the alert email doesn't arrive, see Emails not arriving.
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Add questions, ratings and required answers
Add questions and a star rating to a form, let customers attach images, choose which answers are required, and see where each answer ends up.
Set up your form's welcome page
Greet customers on your form's Welcome page with a message and an optional video, and show a few of your existing testimonials as social proof.