# 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. 1. **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. 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. 3. **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. 4. **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. 5. **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](/help/manage/filter-search-and-saved-views). ## 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](/help/account/set-up-project-emails). ### 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](/help/account/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](/help/collect/rewards). ## What happens next You handle the testimonial like any other: see [Approve, reject and archive testimonials](/help/manage/approve-reject-and-archive). If the alert email doesn't arrive, see [Emails not arriving](/help/troubleshooting/emails-not-arriving#the-negative-feedback-alert-doesnt-arrive). - [Build a collection form](/help/collect/build-a-collection-form) - [Add questions, ratings and required answers](/help/collect/questions-ratings-and-required-answers)