Feedback Collection

The Feedback Collection is a convenient method to gather valuable insights from customers about their delivery experience. Once you set it up in your settings, the Order Tracking Page will automatically switch to the Feedback Collection Page after an order is delivered.

On the Feedback Collection Page, customers can rate their delivery on a scale of one to five stars. In cases where the rating falls below three stars, customers can specify the reason for the lower rating. The available options include:

• Late Delivery
• Driver Attitude
• Wrong Order
• Other (with a comments box for additional context)

If a customer doesn't rate the order within 20 minutes of delivery (or within a customized period that you can set in the Feedback Collection Delay setting), we'll send a reminder via text or email (according to your settings) to request feedback:

To enable the Feedback Collection feature, navigate to Properties > Global Settings > Notifications > Tracking link. By checking the "Enable Feedback Collection" box, this functionality will be automatically accessible for all Pick-Up locations.

For more control, you can customize Feedback Collection for each restaurant. Go to Properties > Pick-Up locations > Edit > Customer Text notifications.

 

Control When the 'Feedback Collection' Notification Is Sent

By default, the 'Feedback Collection' request is sent along with the Order Completed notification 20 minutes after an order is completed. You have the option to customize when this notification is sent.

To adjust the timing, navigate to Global Settings > Notifications > Customer Notifications > Feedback Collection Delay. 

Here, you can specify the number of minutes after order completion when the notification will be sent. 

If set to 0, the notification will be sent immediately after the order is marked as completed.

 

Boost Your Online Reputation

To boost your online reputation, you can direct customers who give you a high rating on the Feedback Collection Page to external review websites like Yelp or Google Reviews. Set this up at Properties > Pick-Up locations > Edit > Customer Text notifications.

Check the "Redirect to External Reviews Website" box and add the URL of your review page.

Note: Check out this link to learn how to get the reviews link on Google.

You can also set a minimum rating for the message to appear through the "Min Rating for Publication" setting. Customers who rate equal to or above this threshold will see a special message on the Feedback Collection Page.

Control Driver Ratings

To track your drivers' ratings, go to Drivers > Driver Ratings. This helps you see how drivers are doing based on customer feedback.