Private feedback gives unhappy customers a way to send their experience directly to you instead of leaving a public Google review. Every review request landing page shows your public review platform buttons (Google, Facebook, etc.) and a "Share feedback privately" button. The private button opens a short form where the customer can leave a rating, a comment, contact info if they want a follow-up, and submit it directly to your shop.
Go to Reputation > Private Feedback to see what has come in. Use the "Unhandled only" checkbox at the top to focus on entries you have not yet addressed.
Each list entry shows the submitter name (or Anonymous), star rating, submitted timestamp, and the first 240 characters of the comment, plus a green Handled badge or red Needs attention badge. Click an entry to open the full detail page, where the submitter's email and phone appear (if they provided them), the full feedback text shows with formatting preserved, you can toggle Mark as handled, and you can add Internal Notes for your team.
Use this list to
- Reach out and resolve the issue before it becomes a public 1-star review
- Spot patterns (a particular tech, service, or wait time) that need fixing
- Mark the entry as handled once you have followed up