Customer Feedback
Whenever an order is set to complete status either through the manual update from the order card or from the delivery update from the Dine Local delivery service, your customer will be sent a request for feedback on their meal. Customers will be able to rate their food as well as their pickup or delivery experience. Once they have provided feedback they are also given the opportunity to leave a Google or Facebook review. You can set up your Google and Facebook review links in your restaurant settings page.
Customer Feedback Page
Your customer feedback summary is available to your manager login in the admin panel. You will find the Customer Feedback page under the Sales menu heading on the left.
The Customer Feedback summary page provides you some key information at a glance as well as the ability to drill into feedback and address customer concerns through the Customer Loyalty Coupon functionality.
Summary Page
Rating Summary Section
Your rating summary will always be at the top which will show you a summary of the last 90 days and all-time ratings for your restaurant across all categories. The review categories are:
- Food
- Pickup Experience
- Self-Delivery (when you manage your own deliveries or use your own service)
- Third-Party Delivery (when you use the Dine Local integrated delivery service)
If you have more than one restaurant location that you have access to, you can also filter this summary panel to show individual locations, or the overall "All Locations" rating.
Rating Detail Section
Your rating detail section has a list of all Feedback you have received. You can use the filters to show only specific restaurant locations (if you have multiple locations) or order types if you want to look for specific feedback. The detail list includes all of the feedback received from the customer as part of their feedback.
If you would like to address poor feedback (or reward positive feedback), you can drill into any individual feedback item by clicking on the magnifying glass.
Customer Rating Detail Page
When you drill into the customer feedback you will get a clearer view of the customer feedback as well as links to view the Order and the Customer Loyalty data.
You can easily review the detail including comments left, or use the buttons at the top to view the Order Details on the order screen, or to view the Customer Loyalty details for this customer through the Customer Loyalty functionality (where you can choose to send a Loyalty Coupon to the customer instantly to help address problems).
Email Notifications
In addition to having this data available to you in the summary list view, you will receive an email every time a customer sends you feedback through the system. If the feedback is negative it will be marked with high importance. You will also have a link to the feedback page from that email to allow you to quickly address any feedback you receive.