Setting up feedback options to engage with you guests is easy with our various feedback options through Online Ordering.
What feedback options are available to me?
Feedback options include:
Post-order survey via email that allow your guests to rate their experience
Respond directly to your guests' feedback using artificial intelligence to craft an appropriate response
Reward an unhappy customer with a coupon
What is the flow for feedback?
The typical flow for incorporating feedback is as follow:
Guest places order
Guest receives a receipt via email with a link to a survey for feedback
Guest completes the feedback survey
Results are sent to you
You can send a response in your own language or use our AI option
What do I need to know before I start?
To use the feedback feature, there are several items that need to be configured on the platform. Please contact Paytronix support to assist with setting up the following:
Enable the feature
Customize the subject and body of the email to the customer
Add any additional custom questions to the feedback survey
Decide on which merchant users should receive the feedback
What is the guest experience?
Once an order is complete, an email will be sent to the guest. The email will contain receipt information about the order as well as a link to provide their feedback.
The guest can click the link to betaken to a webpage that will ask the guest some questions about their experience. There are 5 default questions that cannot be hidden but you can add additional questions, if desired. These questions can be open text fields or ratings.
How do I see the guests' feedback?
Once the customer has completed the feedback form, the results will be sent to the restaurant and any users that are setup to receive feedback. The results will be shown with the ratings for the standard questions and any open text responses.
How do I respond to feedback?
You can easily respond to a guest by selecting “Draft Response” in the feedback results email. A web page will show youa view of the order and ratings, and an area to create an email back to the guest. There is even an AI assistant that can help craft the email.
In addition to sending a simple email response, you can also choose to provide a discount to the guest, and/or issue a partial or full refund. Any discount that is issued, will be communicated in the email response as a single use coupon code.
Finally, you can create pre-set emails with or without coupons attached to respond with just one click with our Feedback Actions feature! For more information on how to configure these, see: How to create a Custom Feedback Action.
What reporting is available for this feature?
The Paytronix Analytics page on the merchant website offers a wide range of dashboards. There is a Online Ordering Feedback dashboard provided to show for a given time period the summary of feedback ratings. It’s easy to see the total number of surveys submitted, average score, breakdown of score by category. The average score can also be viewed over time which helps to identify trends.