Customer Feedback & Reviews
Understand your customers better with comprehensive feedback collection, automated analysis, and response workflows.
Overview
The Customer Feedback system helps you:
- Collect ratings and reviews across multiple channels
- Analyze sentiment with keyword-based insights
- Aggregate external reviews (Google, Yelp, TripAdvisor)
- Respond to feedback efficiently
- Track Net Promoter Score (NPS)
- Identify trends and improvement areas
┌─────────────────────────────────────────────────────────────────┐
│ FEEDBACK DASHBOARD Last 30 Days │
├─────────────────────────────────────────────────────────────────┤
│ │
│ OVERALL RATING │
│ ───────────────── │
│ ★★★★☆ 4.3 average 1,247 total reviews │
│ │
│ ███████████████████████████████████░░░░░░░░░ │
│ Positive: 78% Neutral: 14% Negative: 8% │
│ │
│ BY CHANNEL │
│ ──────────────────────────────────────────────── │
│ 📱 In-App Reviews 4.5★ 423 reviews +12% vs last month │
│ 🔍 Google Reviews 4.2★ 312 reviews +8% vs last month │
│ 📍 Yelp 4.1★ 289 reviews +5% vs last month │
│ 🌐 TripAdvisor 4.4★ 156 reviews +3% vs last month │
│ 📧 Email Surveys 4.3★ 67 surveys 87% response rate │
│ │
│ NPS SCORE: 62 │
│ Promoters: 68% Passives: 24% Detractors: 8% │
│ │
└─────────────────────────────────────────────────────────────────┘
Feedback Collection Channels
In-App Reviews
Customers receive review prompts after completing orders:
| Trigger | Timing | Review Type |
|---|---|---|
| Dine-in Checkout | After payment | Star rating + optional comment |
| Online Order Delivery | 30 min after delivery | Star rating + delivery feedback |
| Pickup Completed | After pickup confirmation | Star rating + wait time feedback |
| Reservation Completed | 2 hours after visit | Full survey |
Post-Visit Surveys
Automated surveys sent via email or SMS:
- Go to Manager > Feedback > Survey Settings
- Enable Automated Surveys
- Configure:
- Trigger: After visit, after online order, etc.
- Delay: Immediately, 1 hour, 24 hours
- Channel: Email, SMS, or both
- Survey Type: Quick rating, NPS, full survey
QR Code Feedback
Table tents and receipts with QR codes for instant feedback:
┌────────────────────────────────────┐
│ │
│ How was your experience? │
│ │
│ [QR CODE] │
│ │
│ Scan to share feedback │
│ Your opinion matters! │
│ │
└────────────────────────────────────┘
Setup:
- Go to Manager > Feedback > QR Codes
- Click Generate QR Code
- Select feedback type (quick rating, full survey)
- Print for table tents, receipts, or signage
External Review Integration
Connect your external review profiles:
| Platform | Integration | Auto-Sync |
|---|---|---|
| Google Business | Full | Every 15 min |
| Yelp | Full | Every 30 min |
| TripAdvisor | Full | Every 30 min |
| Full | Every 30 min | |
| OpenTable | Full | Real-time |
Connect external reviews:
- Go to Manager > Feedback > External Reviews
- Click Connect Platform
- Sign in to authorize access
- Reviews sync automatically
Rating System
Star Ratings (1-5)
| Stars | Label | Description |
|---|---|---|
| ★★★★★ | Excellent | Exceptional experience |
| ★★★★☆ | Good | Above expectations |
| ★★★☆☆ | Average | Met expectations |
| ★★☆☆☆ | Below Average | Disappointment |
| ★☆☆☆☆ | Poor | Major issues |
Category Ratings
Customers can rate specific aspects:
| Category | Question |
|---|---|
| Food Quality | How was the food? |
| Service | How was the service? |
| Ambiance | How was the atmosphere? |
| Value | Was it worth the price? |
| Speed | How was the wait time? |
| Cleanliness | How clean was the restaurant? |
Net Promoter Score (NPS)
Track customer loyalty with NPS:
"How likely are you to recommend us to a friend?"
0 1 2 3 4 5 6 7 8 9 10
└───────────┴───────────┴───────────────┘
Detractors Passives Promoters
(0-6) (7-8) (9-10)
NPS = % Promoters - % Detractors
Interpreting NPS:
| Score | Rating | Industry Benchmark |
|---|---|---|
| 70+ | Excellent | World-class |
| 50-69 | Great | Above average |
| 30-49 | Good | Average |
| 0-29 | Needs Work | Below average |
| Below 0 | Critical | Immediate action needed |
Automated Sentiment Analysis
Keyword Scoring
All reviews are automatically analyzed for sentiment keywords:
| Sentiment | Indicators | Action |
|---|---|---|
| Positive 😊 | Praise, recommendations, thanks | Share with team |
| Neutral 😐 | Questions, mixed feedback | Monitor |
| Negative 😞 | Complaints, criticism | Respond quickly |
Keyword Detection
The system identifies common keywords in feedback:
┌─────────────────────────────────────────────────────────────────┐
│ SENTIMENT THEMES Last 30 Days │
├─────────────────────────────────────────────────────────────────┤
│ │
│ TOP POSITIVE THEMES │
│ ───────────────────────────── │
│ 🍕 "Delicious food" (187 mentions) │
│ 👤 "Friendly staff" (134 mentions) │
│ ⚡ "Quick service" (98 mentions) │
│ 🏠 "Great atmosphere" (76 mentions) │
│ 💰 "Good value" (54 mentions) │
│ │
│ TOP NEGATIVE THEMES │
│ ───────────────────────────── │
│ ⏱️ "Long wait times" (23 mentions) ⚠️ Trending up │
│ 🔊 "Noise level" (18 mentions) │
│ 🅿️ "Parking issues" (12 mentions) │
│ 🍽️ "Cold food" (8 mentions) │
│ │
│ SYSTEM INSIGHT: "Wait times" complaints increased 45% this │
│ month, particularly during Friday dinner rush (6-8 PM). │
│ Consider adding staff during peak hours. │
│ │
└─────────────────────────────────────────────────────────────────┘
Staff Mentions
Track individual staff performance:
| Metric | Description |
|---|---|
| Mention Count | How often staff are mentioned |
| Sentiment | Positive vs negative mentions |
| Compliments | Specific praise received |
| Areas to Improve | Constructive feedback |
View staff feedback:
- Go to Manager > Feedback > Staff Performance
- Select staff member
- View sentiment trends and specific comments
Review Management
Unified Inbox
View all reviews in one place:
┌─────────────────────────────────────────────────────────────────┐
│ REVIEWS Filter: All ▼ │
├─────────────────────────────────────────────────────────────────┤
│ │
│ 🔍 Google • 2 hours ago Status: New │
│ ★★★★★ "Amazing pasta! The carbonara was perfect and our │
│ server Maria was incredibly attentive. Will definitely be │
│ back!" - John D. │
│ [Reply] [Flag] [Mark Read] │
│ │
│ ─────────────────────────────────────────────────────────── │
│ │
│ 📱 In-App • 5 hours ago Status: Needs Reply │
│ ★★☆☆☆ "Food was good but waited 45 minutes for a table │
│ even with a reservation. Very disappointing." │
│ [Reply] [Flag] [Escalate] ⚠️ Negative │
│ │
│ ─────────────────────────────────────────────────────────── │
│ │
│ 📍 Yelp • Yesterday Status: Replied │
│ ★★★★☆ "Solid brunch spot. Eggs Benedict was on point. │
│ Parking can be tricky on weekends." - Sarah M. │
│ ✓ You replied: "Thank you Sarah! We're glad you..." │
│ │
└─────────────────────────────────────────────────────────────────┘
Response Templates
Create templates for common responses:
- Go to Manager > Feedback > Response Templates
- Click Create Template
- Define:
- Template Name: "Thank You - Positive"
- Category: Positive reviews
- Message: Personalized response text
Example templates:
| Template | Use Case |
|---|---|
| Thank You (Positive) | Responding to 4-5 star reviews |
| Apology (Negative) | Addressing complaints |
| Service Recovery | Offering resolution |
| Return Visit | Inviting back |
Smart Response Templates
Get recommended response templates based on review content:
┌─────────────────────────────────────────────────────────────────┐
│ RECOMMENDED RESPONSE │
├─────────────────────────────────────────────────────────────────┤
│ │
│ Based on the customer's feedback about wait times, here's a │
│ suggested template: │
│ │
│ "Hi [Customer Name], thank you for your feedback. We │
│ sincerely apologize for the extended wait time during your │
│ visit. This isn't the experience we strive to provide. We're │
│ reviewing our reservation system and staffing for peak hours. │
│ We'd love the opportunity to make it up to you - please │
│ email us at manager@restaurant.com for a complimentary │
│ appetizer on your next visit." │
│ │
│ [Use This Response] [Edit] [Generate New] │
│ │
└─────────────────────────────────────────────────────────────────┘
Response Best Practices
| Do | Don't |
|---|---|
| Respond within 24 hours | Ignore negative reviews |
| Personalize responses | Use generic copy-paste |
| Thank for positive feedback | Be defensive |
| Acknowledge issues | Make excuses |
| Offer resolution | Argue with customer |
| Take conversation offline | Share personal info publicly |
Alerts & Notifications
Alert Configuration
Set up alerts for important feedback:
| Alert Type | Trigger | Notification |
|---|---|---|
| Negative Review | Any 1-2 star review | Push + Email |
| Staff Complaint | Negative staff mention | Push |
| NPS Detractor | NPS score 0-6 | Push + Email |
| High Volume Complaint | Same issue 3x in 24hrs | Push + SMS |
| External Review | New review on Google/Yelp | Push |
Configure alerts:
- Go to Manager > Feedback > Alert Settings
- Enable desired alert types
- Set notification channels
- Assign recipients
Escalation Rules
Automatically escalate critical feedback:
| Condition | Escalation |
|---|---|
| Health/safety concern | Immediate to GM |
| Discrimination allegation | Immediate to HR |
| Food quality issue | Kitchen manager |
| Service complaint | FOH manager |
Analytics & Reporting
Feedback Dashboard
Key metrics at a glance:
| Metric | Description | Goal |
|---|---|---|
| Average Rating | Overall star rating | 4.0+ |
| Review Volume | Total reviews/month | Increasing |
| Response Rate | % of reviews responded to | 100% |
| Response Time | Avg time to respond | < 24hrs |
| NPS Score | Net Promoter Score | 50+ |
| Sentiment Ratio | Positive vs Negative | 80%+ positive |
Trend Analysis
RATING TREND (Last 6 Months)
────────────────────────────────────────────────────────────────
4.5 ┤ ╭────╮
4.4 ┤ ╭────────────╯ │
4.3 ┤ ╭────────────╯ ╰────
4.2 ┤────────────╯
4.1 ┤
4.0 ┤
└────────────────────────────────────────────────────────
Aug Sep Oct Nov Dec Jan
Rating improved 0.3★ over 6 months
Competitive Benchmarking
Compare against local competitors:
| Metric | Your Restaurant | Local Avg | Difference |
|---|---|---|---|
| Google Rating | 4.3★ | 4.1★ | +0.2★ |
| Yelp Rating | 4.1★ | 3.9★ | +0.2★ |
| Review Volume | 312/mo | 187/mo | +67% |
| Response Rate | 92% | 45% | +47% |
Export Reports
Generate reports for stakeholders:
| Report | Content | Format |
|---|---|---|
| Weekly Summary | Ratings, volume, sentiment | PDF, Email |
| Monthly Analysis | Trends, themes, staff | PDF, Excel |
| NPS Report | Score breakdown, trends | |
| Staff Performance | Individual metrics |
Voice Commands
Use voice commands with Hey Maximus:
| Command | Action |
|---|---|
| "Hey Maximus, what's our rating?" | Current average rating |
| "Show me negative reviews" | List negative reviews |
| "What are customers complaining about?" | Top negative themes |
| "How is [staff name] doing?" | Staff feedback summary |
| "What's our NPS score?" | Current NPS |
| "Read recent reviews" | Read latest reviews aloud |
Troubleshooting
Common Issues
| Issue | Solution |
|---|---|
| External reviews not syncing | Reconnect platform integration |
| Surveys not sending | Check email/SMS configuration |
| NPS not calculating | Need 50+ responses minimum |
| Alerts not receiving | Check notification settings |
Getting Help
- In-app help: Tap ? icon
- Support: support@restaurantrevolution.ai
- Phone: 1-800-OLYMPUS
Related Guides
- Marketing & CRM - Customer engagement
- Reports Overview - Analytics
- Staff Performance - Team management
- Settings - System configuration