Module 04 · Communication
Find out the same day what didn't work for your guest
A survey here isn't a separate link nobody opens: you send a rating, multiple-choice or free-text question, optionally tied to a specific order, and the guest can attach a photo to the answer. They reply in the same app where they ordered and paid. So you're not measuring satisfaction in general — you're measuring that one coffee, that one shift, that one evening.
Who it is for
For canteens and set-menu venues where the quality of the daily menu is decided fresh every day, and for bars where one bad evening quietly costs you a regular. It helps most if until now you learned about problems from public reviews — that is, at the point where you could no longer do anything about them. It works the same way at events and festivals: you can ask about what happened on site the same day.
How it works
You build the question set
You pick the question type to match the goal: rating questions track a trend quickly, multiple choice takes you to the specific cause, and a free-text field tells you the things you didn't think to ask. You assemble the survey in the backoffice, without a developer, just like the rest of your loyalty content.
You send it at the right moment
You can tie the survey to a specific order, so the guest rates what they actually ate or drank — not what they still remember two weeks later. You can send it by push and email, filtered to a segment as well: only the guests who were at that one venue, for instance.
You read it and act
Answers land in the backoffice together with the attached photo, so you don't have to take the description on faith: you can see it. The feedback doesn't sit in a separate spreadsheet — it's where the guest's profile and order are. If someone needs to be compensated, a few clicks in the Credit module's targeted credit grants puts credit in their balance.
What you get out of it
Specific feedback, not a mood report
With an order-linked survey you know which item, which venue and which day got the score. That's something you can act on — which product or which shift needs changing — and a general average isn't.
The complaint reaches you first
Someone who tells you about a problem on your own channel can still be won back before they write it somewhere else. And the attached photo settles instantly what people usually argue about verbally: you can see what landed on the table.
No separate survey tool
The question, the send, the answer and the compensation all live in the same system as the guest's profile and order. No exports, no third tool, no extra subscription and no extra login.
A bad experience can turn into a return visit
You don't have to let go of someone who gave you a low score: with the campaign tools in the Communication module and a targeted credit grant you can still reach out, and the compensation is spent at your place.
More detail
- Rating, multiple-choice and free-text questions
- Sending tied to a specific order
- Photo attachment on answers
Frequently asked questions
When does the guest get the survey?
You decide. It can be tied to a specific order, so it arrives after the purchase, but you can also send it as a standalone campaign, in a scheduled push and email, to a chosen segment. Push and email notifications already go out about order statuses anyway, so the channel to the guest is live — you don't have to talk them into anything.
Does the staff have to do anything with it?
No. Sending happens from the backoffice and answers come back there too — nobody has to push a survey into a guest's hands at the counter or collect paper at the end of a shift. Staff training is part of the third week of the rollout anyway, and we cover this there.
Who gets to see the answers?
Whoever you decide. The backoffice has permission levels, so a venue manager can look at the feedback for their own place without access to the whole system. Data handling, consent and the deletion flow are documented end to end, in line with GDPR.
What if someone writes a justified complaint?
Then you can react straight away: in the Credit module you manually grant credit as compensation, which can only be spent at your place — so the make-good is also another visit. Every such grant stays traceable, because credit and reward movements are auditable.
Let's put together your first survey
In the free assessment we look at where it's worth asking, and what you'll do with the answers that come back.