Guest Experience
AvailableA bad review costs more than the order it came from.
Guest feedback is scattered across delivery apps, review sites, and surveys, arriving faster than any single person can read and respond to it — especially across more than one location.
- Pulls feedback from every channel into one queue
- Flags the reviews that need a response first
- Tracks response time and outcome by location
The problem
Feedback that goes unanswered because no one's watching
A delivery app review, a Google review, and a post-order survey rarely land in the same place or get read by the same person. Without one queue, the ones that matter most — a serious complaint, a public one-star review — can sit unanswered for days.
- Negative reviews go unanswered long enough to affect new customers
- No consistent standard for which locations respond and how fast
- Patterns across locations go unnoticed because feedback isn't centralized
How it works
From scattered feedback to a working response process
The workflow is built to get the right feedback in front of the right person fast.
- 01
Feedback is collected into one queue
Reviews and ratings from delivery platforms, review sites, and direct surveys are brought into a single view per location, instead of living wherever each channel put them.
- 02
Severity decides what gets attention first
A one-star review with a specific complaint is surfaced ahead of routine feedback, so the team's time goes to the cases that actually need a human response.
- 03
Response and outcome are tracked
Who responded, how fast, and what happened next is recorded per location, so response quality is visible instead of assumed.
Why it's built this way
Built for consistency across every location's voice
One location's response standard shouldn't be a coin flip based on who's working that shift.
One standard, every location
Response time and tone expectations apply the same way across the group, so guest experience isn't dependent on which store happened to notice.
Patterns surface, not just individual complaints
Recurring issues — a specific item, a specific shift, a specific location — become visible across feedback instead of staying buried in individual reviews.
Common misconceptions
What operators usually get wrong about this
Misconception
Review response is a marketing task, not an operations one.
Reality
Most of what shows up in reviews is operational — wrong orders, slow service, missing items. Treating it as a marketing afterthought misses the fix.
Misconception
Responding fast matters more than what you say.
Reality
Speed matters, but a generic response to a specific complaint reads as not listening. The response has to match what actually happened.
Questions, answered
FAQ
- Which review and feedback sources does this cover?
- Coverage depends on which platforms are configured for your operation. See the Integrations page for current status.
- Does someone still have to write the responses?
- Response ownership is configured to match how your team already works — the goal is getting the right feedback to the right person fast, not removing the person.
- Can we see trends across all our locations?
- Yes — feedback is organized by location so recurring issues across the group are visible, not just individual reviews.
Don't let a missed review decide what a new guest thinks of you.
Talk to us about guest feedback and recovery configured for your locations.