Customizing Your GoCSM Basic Feedback Widget

Written By Sara Irfan

Last updated 32 minutes ago

GoCSM now gives you full control to personalize the look and feel of your Feedback Widget so it aligns with your brand voice and encourages more honest, helpful feedback from your customers.

You can tailor everything from colors to language, and even redirect happy customers to leave public reviews!

1. What You Can Customize

Section	Setting	Description	Configurable Fields
Journey Steps	Global Branding	Sets the visual identity of the widget. Applied across every step in the feedback flow	Brand Color, Button Color, Widget Button Label
Journey Steps	Rating Page	The first screen every customer see or where they select their star rating	Headline, Sub-headline, Button Text
Positive · 4–5 Stars	Thank You	Shown after a 4–5 star rating. Acknowledges the positive feedback and invites the customer to leave a testimonial	Headline, Description, Explainer Video URL, CTA Button Text
Positive · 4–5 Stars	Request Testimonial	Prompts happy customers to share their experience via video recording or written review (optional, can be toggled off)	Video channel (toggle + duration hint text), Written channel (toggle + placeholder text)
Positive · 4–5 Stars	Final Thank You	Confirmation screen shown after a testimonial is submitted. Can also direct customers to leave a public review on Google or Facebook	Headline, Message, Review Prompt Label, Google review URL + button label + incentive text (toggle), Facebook review URL + button label + incentive text (toggle), Button Order, Optional CTA Button label + URL
Negative · 1–3 Stars	Sorry Page	Shown after a 1–3 star rating. Collects written feedback to help understand what went wrong	Headline, Description, Comment Box Placeholder, Submit Button Text
Negative · 1–3 Stars	Recovery Thanks	Final screen for unhappy customers. Acknowledges their feedback and optionally offers a support booking link	Headline, Message, Support Booking Link (optional)
Optional Reward	Spin the Wheel	An optional incentive shown after the feedback flow is completed. Customers spin a prize wheel for a chance to win a reward (can be toggled off)	Headline, Sub-text, Prize Segments (one per line, distributed equally around the wheel)

2. What Your Customers See

When a customer leaves positive feedback, the widget will display your thank you message plus your Google and Facebook review links (if added).
When a customer leaves negative feedback, the review links will be hidden. Instead, they’ll see your customized negative feedback message.

This ensures only happy users are encouraged to leave public reviews, while those with concerns feel heard and supported.

3. How to Set It Up

Go to Feedback in GoCSM.
Click “Widget Setup”.
Fill in your preferred language, colors, and links.
Hit Publish Changes and you’re done.