Sometimes negative reviews are unavoidable. However, there are a few things you can do to prevent negative reviews.

Many times negative reviews are a result of a misunderstanding or miscommunication. By providing a way for customers to contact you directly you can prevent negative reviews.

In this guide we will show you how to setup a private feedback form when the system detects an unhappy customer.

Getting more positive reviews
By creating a feedback form you can get more positive reviews. This is because the system will automatically detect happy customers and ask them to leave a review. This will increase your overall review volume and help you get more positive reviews.
  1. Click on get more reviews in the top navigation
  2. Click on feedback forms (left sidebar)
  3. Click the create form button
  4. Give your form a name
  5. Click next
  6. In the feedback form builder on the right you will see the live preview of your form as you make changes
  7. If you select 1-3 stars the form will automatically ask the customer for feedback
  8. If you select 4-5 stars the form will automatically ask the customer to leave a review
  9. You can disable this under the settings tab by unchecking the "Stop negative feedback" option
  10. You can also adjust what we treat as a positive or negative review under the settings tab by adjusting the "Catch Negative Feedback Below" option
  11. Once you are happy with your form click save
  12. Click share your form button to get installation steps and the hosted URL for the feedback form. 

What happens when a customer leaves negative feedback?
When a customer leaves negative feedback they will be presented with a private feedback form. This form will allow them to contact you directly and prevent them from leaving a negative review. This will give you a chance to resolve the issue and turn a negative experience into a positive one.

The private feedback will be sent to you via email and will also be available in the platform. You can then respond to the customer directly and resolve the issue.

Is this against review site guidelines?
No, this is not against review site guidelines. In fact, many review sites encourage businesses to resolve issues with customers directly. This is because it helps to improve the overall customer experience and prevents negative reviews.

We don't stop customers from leaving a review we simply provide them with a way to contact you directly. This is a win-win for both you and the customer. If the customer still wants to leave a review they can do so by clicking the link at the bottom of the private feedback form.