Guest Reviews: Managing Customer Feedback

Purpose

View and analyze guest reviews submitted after pickup orders or restaurant visits. Use this section to monitor customer satisfaction, identify service issues, and track rating trends over time.

Analytics Overview

Metric	Description
QR Reviews	Total number of reviews submitted via QR code.
Average Rating	Average guest rating for the selected period.
Rating Trend	Changes in the average rating over time.
Rating Distribution	Breakdown of reviews by rating level.

Review List

The review table includes:

• ID
• Message
• Created At
• Customer Name
• Restaurant
• Rating (Poor, Fair, Average, Good, Excellent)

Filter by Rating

• Poor
• Fair
• Average
• Good
• Excellent

Review Details

Each review includes:

• Submission date and time
• Guest comment
• Customer name
• Restaurant
• Overall rating
• Responses to custom review questions (1–5 star ratings)
• Show / Hide option for long comments

Scenario: Analyze Negative Reviews

1. Go to Guest Reviews.
2. Filter reviews by Poor and Fair.
3. Review each comment in detail.
4. If necessary, contact the guest to gather additional information or resolve the issue.

Scenario: Monitor Average Rating Trends

1. Open Guest Reviews.
2. Review the Average Rating card at the top of the page.
3. Compare performance over the last 30, 60, or 90 days.
4. If the average rating declines, use the available filters to identify the underlying causes.

Where to Find It in the Admin Panel

Guest Reviews

Related Articles

• Review Questions
• Delivery Reviews
• Push Notification Settings (Visit Review Delay)