Customer Reviews
The Reviews system allows you to collect, view, and analyze customer feedback. Use this data to improve service, identify issues, and celebrate successes.
::: note Access: Navigate to Reviews from the main navigation menu. :::
1. Understanding the Reviews System
OrderNow collects feedback through:
- Post-order prompts: Customers can rate after completing their meal
- Rating categories: Multiple aspects of the dining experience
- Text comments: Optional written feedback
- Device tracking: Reviews linked to table sessions
2. Reviews Interface
Date Selection
View reviews for a specific date:
- Click the Date Picker field
- Select the date you want to review
- The list updates automatically
Location View
Reviews are organized by location:
- Each location appears as an expandable panel
- Click to expand and see all reviews for that venue
- Locations with no reviews show "No reviews yet"
Search Functionality
Use the search bar to find specific reviews:
- Search by comment content
- Search by customer email
- Search by table number
3. Understanding Review Components
Sample Review Display
Review for Table 5 - Row #1 at 19:45
by customer@email.com on device iPhone-ABC123
"Excellent food and fast service! Will definitely return."
| Food Quality | ★★★★★ |
| Service Speed | ★★★★★ |
| Atmosphere | ★★★★☆ |
| Value for Money | ★★★★★ |
Review Information Explained
| Field | Description |
|---|---|
| Table Number | Which table the customer was seated at |
| Row/Order # | The order number for that session |
| Time | When the review was submitted |
| Email (optional) | Customer's email if provided |
| Device ID | Unique identifier for the customer's phone |
| Comment | Written feedback from customer |
| Ratings | Star ratings for specific categories |
4. Rating Categories
Customers can rate multiple aspects of their experience:
- Food Quality: Taste, presentation, temperature
- Service Speed: How quickly orders were taken and delivered
- Atmosphere: Ambiance, cleanliness, comfort
- Value for Money: Prices relative to quality and quantity
- Overall Experience: General satisfaction rating
5. Analyzing Reviews
Spotting Trends
Look for patterns across multiple reviews:
- Recurring compliments (keep doing this!)
- Consistent complaints (address immediately)
- Rating category trends (e.g., service speed always low)
- Time-based patterns (lunch vs dinner experiences)
Comparing Locations
If you manage multiple venues:
- Compare average ratings between locations
- Identify top-performing venues
- Share best practices from high-rated locations
- Focus improvement efforts on struggling venues
6. Generating PDF Reports
Exporting Reviews
- Navigate to the desired location's reviews
- Click "Generate PDF" button
- The PDF includes:
- All reviews for the selected date
- Average ratings per category
- Customer comments
- Summary statistics
- Download and save or print
TIP
Use Case: Generate weekly PDF reports for management meetings or to share with staff during training sessions.
7. Responding to Feedback
Positive Reviews
When you receive compliments:
- Share with relevant staff members
- Use as examples in training
- Post on social media (with permission)
- Build on what's working well
Negative Reviews
When issues are reported:
- Investigate immediately while details are fresh
- Check order history for that table/time
- Speak with staff on duty
- Implement corrective action
- Follow up if customer contact info is provided
WARNING
Privacy Note: Never share customer personal information publicly. Use email only for direct follow-up.
8. Encouraging More Reviews
Increase your review volume:
- Table prompts: Include QR codes linking to reviews
- Staff reminders: Train servers to mention the review system
- Incentives: Offer small discounts for feedback (check local regulations)
- Timing: Request reviews when customers are happiest (after dessert)
- Make it easy: Ensure the review process is quick and simple
9. Review System Settings
Configuration Options
| Setting | Description |
|---|---|
| Enable Reviews | Turn the review system on/off |
| Prompt Timing | When to show review prompt (after order, after payment, manual) |
| Required Fields | Which ratings are mandatory vs optional |
| Categories | Which rating categories to include |
| Anonymous Option | Allow reviews without email |
10. Best Practices
- Check daily: Review new feedback every day
- Share widely: Let all staff see (appropriate) feedback
- Act quickly: Address negative feedback same day
- Celebrate wins: Share positive reviews in team meetings
- Track over time: Monitor rating trends monthly
- Compare periods: Compare week-over-week or month-over-month
- Look for specifics: Detailed comments are more actionable than stars alone
11. Understanding Metrics
Average Ratings
Calculated per category across all reviews:
- 5 stars = Excellent
- 4 stars = Good
- 3 stars = Average
- 2 stars = Below Average
- 1 star = Poor
Response Rate
Percentage of customers who leave reviews:
- Industry average: 5-10%
- Good: 15%+
- Excellent: 25%+
Troubleshooting
| Issue | Solution |
|---|---|
| No reviews appearing | Verify reviews are enabled in settings, check selected date has orders |
| PDF generation fails | Check browser popup blocker, try fewer reviews at once |
| Reviews not showing for location | Verify location is correctly configured, check date range |
| Ratings seem incorrect | Remember ratings are averages - one bad review can impact overall score |
::: note Data Retention: Review history is typically retained according to your data policy. Export important reviews as PDFs for long-term record keeping. :::