Private Feedback Alongside Review Requests in GoHighLevel

A private feedback form lets a customer tell you directly what went wrong, in addition to the public review. In GoHighLevel, every customer gets the same Google review request. The form link is added to the same message as an extra option, and a form submission notifies your team so they can follow up.

2 min de lectura

6 secciones

Actualizado el 28 de mayo de 2026

En esta página

1Key points
2Why offer private feedback next to a review request?
3How does the workflow work?
4How do you build the private feedback form?
5What should you do after a submission?
6Common mistakes to avoid

Setup takes about two hours on any GoHighLevel plan starting at $97 per month.

Key points

What it does: offers a private feedback form next to the review request
How: one message with the review link and an optional feedback form link
Rule: every customer gets the same review request
Plan: GoHighLevel Starter ($97/mo) or higher

Why offer private feedback next to a review request?

Most unhappy customers do not complain directly. They either say nothing and leave, or they leave a public review. A private feedback option gives them another choice: tell you what went wrong directly. It does not replace the review link, and it does not hide anything from Google.

The workflow does not filter who sees the review link. Google's review policies forbid asking only satisfied customers for reviews and steering unhappy customers away, so the review link goes to everyone.

How does the workflow work?

The workflow sits inside your post-appointment review sequence. After the job is marked complete, one SMS goes to every customer with two links: the Google review link and, as an extra option, a link to a short private feedback form.

Form submitted

Notify your team, tag the contact, and assign a follow-up task. The customer still has the review link and is not asked to hold back.

No form submitted

Continue the normal review request sequence. After 48 hours with no click on the review link, send the same email follow-up to everyone who has not left a review.

How do you build the private feedback form?

In GoHighLevel, go to Sites then Forms (or Surveys). Build a short form with:

A text area: "What could we have done better?"
Optional: a 1 to 5 rating field. The answer is for your team only and never changes who receives the review link.
The contact's name pre-filled using a hidden field with the custom value {{contact.first_name}}

Set the form submission trigger to: add tag "private-feedback-submitted" and send an internal email or Slack notification to your team. This is the signal that a customer needs attention.

What should you do after a submission?

Reach out personally, thank the customer for the feedback, and fix what you can. Do not make the fix conditional on the customer holding back a public review, and do not ask them to remove one.

Common mistakes to avoid

Only sending the review link to happy customers. This is review gating and violates Google's policies. Send the review link to every customer.
Replacing the review link with the form. The form is an extra option, never a substitute.
Not following up after a form submission. If you collect the feedback and do nothing, you have wasted the opportunity.
No team notification. The form is only useful if someone sees it quickly. Wire up a real-time notification so the right person gets the alert.

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Preguntas frecuentes

Is a private feedback form allowed by Google?

Yes, as long as it never decides who gets the review link. Google's contributor policy does not allow review gating: you may not ask only satisfied customers for a review, and you may not steer unhappy customers away from the review link. Send the same review request to every customer and offer the feedback form as an extra option next to it.

Can I send the review link only to customers who reply positively?

No. That is review gating and Google does not allow it. Everyone receives the same review request, whatever they reply or score. A private form can sit alongside the link, never instead of it.

How do I build the private feedback form in GoHighLevel?

Use the GoHighLevel Forms or Surveys builder. Create a short form with a text field for comments and the customer's name pre-filled from a custom value. Set the form submission to notify your team via email or Slack, and add a tag to the contact so you know they submitted private feedback.

What should I do after a customer submits the private feedback form?

Assign the contact to a team member for follow-up. Resolve the issue and thank the customer for the feedback. The review link stays available to them the whole time, and you do not need to press for a public review.

Does this workflow work for review platforms other than Google?

Yes. Swap the Google review link for a Yelp, Facebook, Trustpilot, or Houzz link. The rest of the workflow is the same. The same rule applies on every platform: everyone gets the same review request.

Can I sell this as a service to clients?

Yes. On GoHighLevel Unlimited ($297/mo) or higher, save the workflow and the feedback form as a snapshot. Install it in client sub-accounts. Make sure each client's review request goes to all customers.