HELP / MANAGING
Reply to private feedback
Not everything a customer writes is meant to be published. Private feedback never becomes public — it is there to be answered.
1 MIN READ
When someone has a complaint, publishing it is not the goal and arguing in public is worse. Private feedback is a separate stream for exactly that.
How it works
Feedback submitted through your forms lands under Feedback rather than in the testimonial inbox. It is never eligible for a widget or wall, so there is no risk of accidentally publishing it.
Reading the numbers
The Feedback page shows four figures: Responses, the total count; Average rating across whatever feedback carries a rating; Left contact, how many people included an email so you can follow up; and a star-by-star histogram of how those ratings are distributed. It is a live count of the latest feedback rather than a date-range report.
What to do with it
- Read it and reply privately — most complaints are resolved faster without an audience.
- Fix the underlying thing if it is real.
- Once it is genuinely resolved, ask again. Someone who had a problem and watched you fix it often gives a more credible testimonial than someone who never had one.
Watch for patterns
A single complaint is an anecdote. The same complaint five times is a roadmap. Tag feedback as it arrives so the pattern is visible before it costs you customers.
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Support
Still stuck? Email support.
A human replies — usually within a few hours.