Customer Feedback helps you capture private feedback from customers via your Review Funnel. When customers rate their experience 1-3 stars, they’re directed to a private feedback form instead of the public review platforms.

Review Funnel Routing Logic

ReviewGrower’s Review Funnel automatically routes customers based on their star rating:

1. 4-5 Star Ratings: Customers are directed to public review platforms (Google, Facebook, Yelp, etc.)
2. 1-3 Star Ratings: Customers are directed to your private feedback form
3. This routing helps capture concerns privately before they become public negative reviews.

Step 1: Access Review Funnel Content Settings

Navigate to your Review Funnel configuration:

1. Go to the Review Funnel dropdown and click the “ADD” blue button (or select existing funnel)
2. Complete the Layout and Design tabs if setting up a new funnel
3. Navigate to the “Content” tab
4. Scroll to the feedback-related sections

Step 2: Configure Negative Feedback Messaging

1. Set Negative Feedback Text Write a welcoming message for private feedback:
   • Locate the “Negative feedback text” field
   • Replace placeholder text with your message
   • Keep the tone welcoming and non-threatening

Effective Examples:

• “We’d love to hear how we can improve:”
• “Help us serve you better – share your thoughts:”
• “Your feedback helps us grow:”
• “Tell us about your experience so we can do better:”

Step 3: Set Feedback Confirmation Message.

Create a thank you message that customers see after submitting feedback:

1. Locate the “Negative Feedback Confirmation” field
2. Write a message that acknowledges their input and sets expectations

Effective Examples:

• “Thank you for your feedback! We’ll review it and improve our service.”
• “We appreciate your input and will follow up with you soon.”
• “Thanks for helping us improve. Someone from our team will contact you shortly.”

Step 4: Customize Feedback Form Labels

Configure the information you want to collect from customers:

1. Contact Information Fields:

• First Name: Set label like “First Name” or “Your Name”
• Email: Use “Email Address” (recommended as a required field)
• Phone: Consider “Phone Number (Optional)” to reduce friction

2. Feedback Collection Field

• Feedback Box: Use conversational prompts like:
  • “Tell us what happened…”
  • “Share your experience…”
  • “How can we improve?”
  • “What went wrong?”

3. Submit Button

• Submit Button: Choose action-oriented text like:
  • “Send Feedback”
  • “Submit”
  • “Share Feedback”
  • “Send Message”

Step 6: Preview Your Funnel

Test the complete customer experience:

1. Click the “View Funnel” blue button to preview your funnel

2. Test the feedback path by selecting 1-3 stars
3. Complete the feedback form as a customer would
4. Verify all messages and form fields display correctly

Step 7: Verify Form Functionality

Ensure proper form operation:

1. Submit test feedback using the form
2. Check that the confirmation message appears
3. Verify feedback is captured in your ReviewGrower dashboard
4. Test with different devices (mobile, desktop, tablet)

Step 8: Test Message Flow

Review the complete customer journey:

1. Star Rating Selection: Ensure 1-3 star routes to the feedback form
2. Form Display: Check that all custom labels appear correctly
3. Submission Process: Verify smooth form submission
4. Thank You Message: Confirm confirmation message displays