ScanOrderGo

From Feedback to Five Stars: Turning Customer Opinions into Action

Michael Brown

In the restaurant business, feedback is a gift. Whether it's a glowing compliment or a critical suggestion, every piece of customer input is an opportunity to improve. However, collecting and analyzing that feedback has traditionally been difficult.

ScanOrderGo makes it an integrated part of the dining experience. After an order is completed and paid for, customers are prompted to leave a rating for the items they ordered and provide general comments. This feedback flows directly into your Feedback Dashboard.

Why Integrated Feedback is a Game-Changer

1. It's Timely and Relevant: You're asking for an opinion at the exact moment the experience is freshest in the customer's mind, not days later in an email they'll likely ignore. This leads to much higher response rates and more accurate, detailed feedback.

2. It's Tied to a Specific Order: Unlike anonymous online reviews, feedback submitted through ScanOrderGo is linked directly to a specific order. You know exactly what the customer ordered, who they were, and when they dined. This context is crucial for understanding the feedback and addressing any issues effectively.

Using Your Feedback Dashboard

Your dashboard gives you powerful tools to analyze what your customers are saying:

1. At-a-Glance Analytics: The dashboard provides a high-level overview of your performance, including:

  • Overall Average Rating: A quick measure of customer satisfaction.
  • Total Number of Reviews: See how much feedback you're collecting over time.
  • Best Performing Item: Instantly identify your "star" dishes that customers consistently love.
  • Item Needing Improvement: Pinpoint dishes that are receiving lower ratings, giving you a clear signal on what to investigate.

2. Deep Dive into Item Performance: Don't just see the average. The "Item Performance" table lists every item that has been reviewed, showing its average rating and how many times it has been rated. This allows you to identify trends. Is your new pasta dish a hit? Are people consistently lukewarm on the cheesecake? This data helps you make objective decisions about your menu.

3. Read Verbatim Comments: The "Recent Feedback" section shows you the raw, individual feedback cards as they come in. Read exactly what your customers had to say about specific items or their overall experience. This qualitative data is just as important as the quantitative ratings.

Turning Insights into Action

  • Celebrate Success: Did your new special get rave reviews? Share the good news with your kitchen staff to boost morale.
  • Address Issues Proactively: If an item is consistently getting low ratings, talk to your chefs. Is there an issue with the recipe? The ingredient sourcing? The preparation?
  • Train Your Staff: If you see comments about slow service or unhelpful staff, it's a clear signal that additional training may be needed.

By using the integrated feedback tools in ScanOrderGo, you're creating a powerful loop: Serve -> Listen -> Learn -> Improve. This is the fastest path from collecting feedback to earning those five-star reviews.