---
title: Publishing survey feedback with your guests consent
description: Publishing survey feedback with your guests consent
---
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# Publishing survey feedback with your guests consent
## Customer Alliance allows you to publish guest survey feedback on your website widgets, certificates, and Trivago as Verified Feedback. To maintain authenticity, feedback is only published after the guest confirms it.
Your guests' survey feedback can appear on your website widgets, your certificates and trivago as **Verified feedback from Customer Alliance**. It only appears after the guest has confirmed it.
When a guest completes your survey, Customer Alliance emails them a link to confirm their feedback, and nothing is published until they click it.
You choose four things:
*1. Which surveys ask guests to confirm*
*2. Which answers can be quoted*
*3. If the guest's name is shown*
*4. Where confirmed feedback appears.*
**How it works**
Feedback reaches your public pages only when the survey is set to publish and the guest confirms. In every other case it stays in your Review Inbox, visible to your team only.
**Step 1: Choose which surveys ask guests to confirm**
Each survey has its own switch, and it is on for every new survey. Turn it off for surveys that collect internal feedback, such as requests during a stay.
1. Go to **Surveys** and open the survey.
2. Click **Survey Settings** (the settings icon at the top of the editor), then open the **Responses** tab.
3. Turn **Publish as verified feedback** on or off.
4. Click **Save**. The change takes effect straight away; you don't need to publish the survey again.
When you turn the switch off, guests who complete the survey are no longer asked. Feedback already confirmed for that survey is also taken off your widgets, certificates and trivago. When you turn it back on, that confirmed feedback appears again, and new guests are asked from then on.
A copy of a survey keeps the original's setting.
**Step 2: Choose which answers can be quoted**
Only answers to questions marked **(Public)** are quoted on your widgets and certificates. Every question in the survey builder has a **Visibility Label**:
| Visibility Label | Your team sees it in the Review Inbox | Quoted publicly once the guest confirms |
| --- | --- | --- |
| (Public) | Yes | Yes |
| (Internal) | Yes | Never |
| Hidden | No, it is left out of the review | Never |
New questions start as **(Internal)**, and so do the comment questions in our starter templates. If you want a guest's comments quoted, set those questions to **(Public)**.
1. Open the survey and click the question.
2. Under **Visibility Label**, choose **(Public)**, **(Internal)** or **Hidden**.
3. Click **Publish** so that guests get the updated survey.
**A few things to know:**
- What is quoted is the guest's written answers, without your question text, so it reads as their review.
- Contact details such as a name, email address or phone number are never quoted.
- Ratings count towards your public score whatever their label. A confirmed review with no public written answers counts in the score but has nothing to quote.
- A change applies to new responses only. Feedback a guest has already given keeps the labels that applied when they answered.
**Step 3: Decide whether the guest's name is shown**
By default, published feedback shows the guest's first name and the initial of their last name, for example "Anna M." To show "Anonymous" instead:
1. Open the survey, click **Survey Settings**, then open the **Responses** tab.
2. Turn on **Hide the guest's name on the review**.
3. Click **Publish**.
Your team still sees who gave the feedback: the response stays linked to the guest's record. The setting applies to new responses only. A guest's email address is never shown publicly, even when it is all we have for their name.
**Step 4: Choose where confirmed feedback appears**
Confirmed feedback can appear in three places. Each one is controlled separately.
| Where | How to turn it on or off | Default |
| --- | --- | --- |
| Website widgets | **Widgets** → **Edit widget** → **Display options** → **Show verified Customer Alliance reviews** | On |
| Certificates | **Certificates** → **Edit** → **Display options** → **Show verified Customer Alliance reviews** | On |
| trivago | **Settings** → **Properties & Locations** → the property's **Details & trivago** → **Show this hotel's reviews on trivago** | Set per property; check it |
On a widget or certificate, confirmed feedback counts towards the score and can be featured as a quote. Each quote carries the label **Verified feedback from Customer Alliance** instead of a link to a review site. When the score includes confirmed feedback, the note under it adds "Includes Verified feedback from Customer Alliance."
Trivago is available on the Growth and Pro plans, for properties whose type of business is a **Hotel**. Fill in the hotel's address before you turn it on. Turning it off removes the hotel's reviews from trivago the next time trivago checks for updates.
**What your guest sees**
The guest gets one email, a few moments after they complete the survey. It comes from Customer Alliance with your property's name as the sender. It thanks them for their feedback and asks them to confirm that they wrote it. It explains that their feedback may then be published as Verified feedback from Customer Alliance, on your website and on travel sites such as trivago.
One button, **Confirm my feedback**, opens a page where they confirm. After that:
- **If they confirm**, their feedback can appear 3 days after they answered the survey at the earliest.
- **If they don't**, nothing is published and their feedback stays private. Your team still sees it in the Review Inbox, as with any survey response.
- **The link works for 30 days** after the email is sent. There is no reminder.
- **If someone else gave the feedback**, the guest can ignore the email and nothing is published.
**Who is asked**
Only guests you invited to the survey by email are asked, because the confirmation goes to the address the invitation went to. These guests are never asked, so their feedback is never published:
- guests who answered through a survey link or QR code, without an email invitation
- guests who answered a WhatsApp survey
- guests who have unsubscribed from your emails, or whose address can't receive email
- responses imported from a file or carried over from the previous platform
If the email can't be sent straight away, we keep trying for up to a week after the guest answered.
**Keeping a review off your public pages**
Customer Alliance doesn't filter confirmed feedback by rating: a critical review the guest confirmed is published like a glowing one. You can still take a single review down.
1. Open the review in the **Review Inbox**.
2. Click **Hide from widgets**.
A hidden review is removed from your widgets, your certificates and trivago. Click **Show on widgets** to bring it back.
If a guest asks you to take their feedback down, hide the review. If they ask you to delete their data, open the guest in **Guests** and use **Erase guest data (GDPR)**: erased feedback is withdrawn everywhere and never published again. The same happens when the retention period you set under **Settings** → **Privacy & GDPR** removes a guest's data.
**If you moved from the previous Customer Alliance platform**
- **Your survey types came across.** Surveys that published reviews on the previous platform are set to publish. Feedback surveys are not. Check **Publish as verified feedback** on each survey all the same.
- **Reviews published before your move stay on trivago.** They appear there without asking the guest again. Widgets and certificates show only feedback that guests have confirmed on the new platform.
- **Questions asking for permission no longer decide anything.** Some surveys include the previous platform's built-in question asking whether you may link the review to the guest's details. Others have a question you wrote asking whether the guest's name may be published. Both came across as ordinary questions, and the answers change neither what is published nor whether the name is shown.
Consent to publish now comes from the confirmation email, and the name follows **Hide the guest's name on the review**. If one of your surveys still has such a question, remove it, or turn on **Hide the guest's name on the review** for that survey. Otherwise a guest who answered "don't show my name" and then confirmed their feedback would see their name published.
**Frequently asked questions**
**Are guests who answered before confirmation emails started asked too?** No. Only guests who complete a survey after confirmation emails were switched on are asked.
**Can I change the wording of the confirmation email?** No. The wording is the same for every hotel. It carries your property's name.
**Does a guest's confirmation change what my team sees?** No. The review in your Review Inbox is the same whether or not the guest confirms, including any answers marked **(Internal)**.
**Does a guest who answers two surveys confirm twice?** Yes. Each completed survey is confirmed on its own, so the guest gets one email for each.
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