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Read private feedback from customers

When somebody rates you below your star threshold, they are shown a private feedback page instead of your public review page. This guide shows you where those comments end up and how to read them without drowning in rows.

What the customer sees​

The private feedback page shows your title and subtitle, a single text box, and a submit button. If you have switched them on, your contact email and phone number appear underneath. Nothing the customer types is published anywhere.

That is the whole point of the review filter: it does not hide or delete public reviews, it gives a disappointed customer a place to tell you the problem before they walk away. See How the review filter works.

Where the comments appear​

  1. Sign in at https://my.trustaroo.app and select Reviews.
  2. Read the Feedback column. Every comment sits next to the rating, date and location it belongs to.
  3. Select the Rating heading to sort, so the lowest ratings come first.
  4. Use the Search reviews box to count how often a word comes back.

The most recent comments also appear as cards on your Dashboard, with a Show all link back to the Reviews page.

Feedback is anonymous

The form asks for a comment and nothing else - no name, no email address, no phone number. You cannot tell who wrote a comment, and you cannot reply from inside Trustaroo.

Give people a way to reach you​

Because feedback is anonymous, the customer has to make the next move. Turn on Show contact email and Show contact phone so your details sit right under the feedback box while they are still annoyed and still holding their phone.

Show contact details on the feedback page covers the settings, including how to give one location a different address from the rest.

Turn comments into fixes​

A single comment is an anecdote. Five comments about the same thing is a to-do item, and the search box is how you tell them apart.

  • Search for the words that keep coming back: waiting, parking, price, delivery, staff, cold.
  • Filter by location to see whether a problem belongs to one branch or to the whole business.
  • Check the dates. A cluster in one week usually points at one shift, one delivery or one temporary change.
  • Write down what you changed and watch whether the ratings move over the next month. Track review progress over time explains how to compare periods.
Empty feedback is still a signal

Plenty of people give a low rating and skip the comment box. Those rows still count towards your average score and your rating distribution, so read them together with the rating distribution chart.

Handling an angry comment​

Read it, but do not act on it the same minute. The playbook in Respond to unhappy customers covers response times, what to say, and how to close the loop once the customer contacts you.