इस पेज पर
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.
Claim the GoHighLevel 30-day free trial
Partner disclosure: RocketLauncher earns a commission if you sign up through our link, at no extra cost to you.