Customer Feedback: Hear Every Customer and Follow Up the Unhappy Ones

Feedback is where everything your customers tell you about your work lands: who said it, how they rated you, what they actually said, and what your team did about it. Happy feedback is simply logged. Unhappy feedback is flagged and sent straight to the person you choose, so a complaint never sits unnoticed.

Open it at https://app.trustpager.com/growth/feedback. It sits in the Growth sidebar, after Reputation and Referrals.

What you see

Along the top are five numbers: feedback this month, your average rating, how much is waiting for someone to follow up, and the testimonials and referrals your feedback has produced. Below them is every piece of feedback, newest first. When anything is still waiting for follow up, the list opens on just those, so the urgent ones are the first thing you see.

Filter by status, by how the customer felt (positive, mixed or negative) and by where it came from, or search by customer name or the words they used.

Log feedback yourself

Click Log feedback in the top-right of the page. Pick the customer, add their rating out of 5 if they gave one, choose how they felt, and write what they said. Tick They're happy for us to share this as a testimonial if they agreed to that.

What happens when a customer is unhappy

Feedback counts as unhappy when it is marked negative, or when the rating is at or below your "what counts as unhappy" setting (2 stars by default). When unhappy feedback comes in:

• It is marked Needs attention.
• The first person you picked in Feedback settings gets a high-priority task, which shows in their notifications and task list.
• Everyone you picked gets an email with what the customer said and a button to open it.
• A note goes on the customer's timeline.

If you haven't picked anyone yet, the workspace owner hears about it, so a complaint never lands on nobody.

Follow it up

Open the feedback from the list. On the right you'll find:

• Status: click Start working on it when someone picks it up, then Mark resolved when it's sorted.
• What was done: a short note for your team, for example "Called them back and booked a return visit".
• Assigned to: change who is following it up.

Everything saves as you type. It stays flagged until it is marked resolved.

Feedback settings

Click Feedback settings in the top-right of https://app.trustpager.com/growth/feedback. Changes save straight away.

• Who hears about unhappy customers: the first person gets the task, everyone listed gets the email.
• What counts as unhappy: from 1 star up to 4 stars or fewer.
• Don't ask the same customer again for: how long a feedback call agent waits before asking the same customer again. The default is 1 year.

Automations

Two automation pieces work with feedback. Build them at https://app.trustpager.com/auto/automations.

• Feedback trigger: in Add a Trigger, pick Feedback to run an automation whenever customer feedback is saved. Add a condition on How They Felt or Rating to act only on happy or unhappy customers, for example a text to the owner for every unhappy customer, or a thank-you email to every happy one. It runs within about a minute.
• Log Feedback step: add it to an automation to turn a form answer into feedback, such as the star rating and comments from a feedback form. Unhappy answers are flagged and sent to your team, just like feedback you log yourself.

Feedback saved by a Log Feedback step doesn't start the Feedback trigger, so an automation can't loop. Put any follow-up for form feedback in the same automation, after the Log Feedback step.

Using the API or an AI assistant

Feedback has its own API, so your own tools and AI assistants can list, log, assign and resolve feedback, and change the settings. See https://docs.trustpager.com/reference#feedback.

Who can see it

Feedback is on the Pro plan. Admins and editors can see and work on it; viewers can't see it unless you add Feedback access to their role at https://app.trustpager.com/settings/permissions.