2.0 Manage customer reviews in the Dots Business app
Reviews help to see the general mood of customers, respond to incidents in time and improve the quality of service. This is a necessary part of developing and improving business performance. Use the Reviews tab to manage customer reviews. The number in the tab shows the number of unprocessed reviews.
At the top of the screen/page, there is a filter for reviews by month and year.
Below the filter is information about the number of reviews left and average ratings.
Reviews from the app. The number of reviews from the mobile app for the selected month (delivery + pickup).
Average rating. Average location score on a five-point and ten-point scale for the selected month (based only on customer reviews from the app).
Average rating. Average location score on a five-point and ten-point scale for the selected month
Note: The company must have at least 20 accepted reviews in order for customers to see it.
All customer reviews go to the Reviews tab. At the same time, they are followed by a beep that will play as long as there is at least one unprocessed review. To accept the review, read it and tap on the green checkmark. After that, it will affect the average rating of the company and will turn gray.
To give it the previous status, tap on the checkmark again.
Order number or table number where the customer was served.
Date and time of the review.
Location rating on a five-point scale.
Actual review, which contains information from the customer. It is required for reviews rated 4 or below.
To view the review details, as well as customer and order information, tap on the triangle next to the review.
Important: It is very important to process reviews quickly and respond to negative ones. This allows us to timely solve problems and improve the quality of service. For example, in the case of receiving 3 stars, you need to contact the customer and find out the reason for the negative review. Then take corrective actions. You can then offer compensation and ask them to correct the rating.
Link to this article: here
Available elements
At the top of the screen/page, there is a filter for reviews by month and year.
Below the filter is information about the number of reviews left and average ratings.
Reviews from the app. The number of reviews from the mobile app for the selected month (delivery + pickup).
Average rating. Average location score on a five-point and ten-point scale for the selected month (based only on customer reviews from the app).
Average rating. Average location score on a five-point and ten-point scale for the selected month
Note: The company must have at least 20 accepted reviews in order for customers to see it.
Managing orders
All customer reviews go to the Reviews tab. At the same time, they are followed by a beep that will play as long as there is at least one unprocessed review. To accept the review, read it and tap on the green checkmark. After that, it will affect the average rating of the company and will turn gray.
To give it the previous status, tap on the checkmark again.
Each customer review contains the following information:
Order number or table number where the customer was served.
Date and time of the review.
Location rating on a five-point scale.
Actual review, which contains information from the customer. It is required for reviews rated 4 or below.
To view the review details, as well as customer and order information, tap on the triangle next to the review.
Important: It is very important to process reviews quickly and respond to negative ones. This allows us to timely solve problems and improve the quality of service. For example, in the case of receiving 3 stars, you need to contact the customer and find out the reason for the negative review. Then take corrective actions. You can then offer compensation and ask them to correct the rating.
Link to this article: here
Updated on: 28/05/2024
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