2.0 User ratings & reviews
When using the mobile application, customers can leave reviews for the company and the courier. Ratings and reviews are important parts of improving the service.
Leaving ratings and reviews
Reviews and rating settings
Manage reviews in the Monitoring Panel
Manage reviews in the Dots Business app
After the successful completion of the order, customers will be able to rate the company and the courier, as well as leave feedback. An incomplete form is available within 7 days from the date of order completion.
If a customer has rated less than 5 stars, a warning about a required comment will pop up.
Reviews can be viewed by clicking on the reviews mark of the desired restaurant.
Company rating on the website
Company rating in the app
In the Control Panel on the company management page, you can see the following elements:
Rating. Rating of the company on a ten-point scale, which depends on customer ratings.
Correction. The correction value that applies to the current rating. After entering the new value, it will be added to the company's current rating on the website and in the app.
Note: If the value is 0, then the actual rating will appear to the customers.
Reviews. The ratio of the number of new reviews to their total number.
The rating will be available only when a company has 20 or more accepted reviews. Prior to that, the company's rating does not affect its priority but appears for reference only.
To hide all reviews in the selected city, go to Settings > Cities > select a city > System tab, and unselect the Show reviews checkbox.
In order for the reviews that were left using QR Rates to be accepted automatically, go to Settings > Cities > select a city > Monitoring tab and activate the Automatically accept offline reviews in the Monitoring Panel checkbox.
All customer reviews are available in the Monitoring Panel in the Clients tab. It is designed to process customer reviews and ratings received through the mobile app or when scanning the QR code at the location. The functionality allows you to understand the general level of customer mood, filter out inadequate reviews, and turn negative reviews into problems for further processing.
Each customer's rating and review automatically show up in the rating table with the “New” status. Such a review does not appear in the Dots Business app and does not count towards the rating. When processing the reviews, the operator checks the accordance of the comment to the rating, not matching ones are rejected. The rest are accepted.
Once the review is accepted, it automatically shows in the Dots Business app, as well as on the website and in the app.
Operators are required to inspect every customer review, regardless of the rating. To fully understand the situation and obtain details, the operator can contact the customer by phone.
Any problematic situation related to the work of a company location or a courier can be registered. For more information about registration and problem-solving, see here.
Five-star ratings without comments are accepted automatically and do not require additional review or verification.
The personal data block in the order card shows the number of customer reviews and the average ratings left by them. For more information on the order card, see here.
See also: Manage customer reviews in the Monitoring Panel
Customer reviews are handled in the Reviews tab. Here you can filter reviews by month/year. The tab dynamically calculates the number of reviews for the selected month, and the average rating for these reviews in five and ten-point scales (users leave ratings on a five-point scale, but the system displays a rating on a ten-point scale).
Important: It is very important to process reviews quickly and respond to negative ones. This allows to timely solve problems related to service and improve the quality of the service itself. For example, in the case of receiving 3 stars, the operator needs to contact the customer and find out from him the reason for the negative review. After that, you need to take action to fix the issue. Managers and company employees should understand that the rating will directly influence the choice of customers and the placement of their company on the website and in the app.
See also: Manage reviews in the Dots Business app
Link to this article: here
Table of contents
Leaving ratings and reviews
Reviews and rating settings
Manage reviews in the Monitoring Panel
Manage reviews in the Dots Business app
Leaving ratings and reviews
After the successful completion of the order, customers will be able to rate the company and the courier, as well as leave feedback. An incomplete form is available within 7 days from the date of order completion.
If a customer has rated less than 5 stars, a warning about a required comment will pop up.
Reviews can be viewed by clicking on the reviews mark of the desired restaurant.
Company rating on the website
Company rating in the app
Reviews and rating settings
In the Control Panel on the company management page, you can see the following elements:
Rating. Rating of the company on a ten-point scale, which depends on customer ratings.
Correction. The correction value that applies to the current rating. After entering the new value, it will be added to the company's current rating on the website and in the app.
Note: If the value is 0, then the actual rating will appear to the customers.
Reviews. The ratio of the number of new reviews to their total number.
The rating will be available only when a company has 20 or more accepted reviews. Prior to that, the company's rating does not affect its priority but appears for reference only.
To hide all reviews in the selected city, go to Settings > Cities > select a city > System tab, and unselect the Show reviews checkbox.
In order for the reviews that were left using QR Rates to be accepted automatically, go to Settings > Cities > select a city > Monitoring tab and activate the Automatically accept offline reviews in the Monitoring Panel checkbox.
Manage reviews in the Monitoring Panel
All customer reviews are available in the Monitoring Panel in the Clients tab. It is designed to process customer reviews and ratings received through the mobile app or when scanning the QR code at the location. The functionality allows you to understand the general level of customer mood, filter out inadequate reviews, and turn negative reviews into problems for further processing.
Each customer's rating and review automatically show up in the rating table with the “New” status. Such a review does not appear in the Dots Business app and does not count towards the rating. When processing the reviews, the operator checks the accordance of the comment to the rating, not matching ones are rejected. The rest are accepted.
Once the review is accepted, it automatically shows in the Dots Business app, as well as on the website and in the app.
Operators are required to inspect every customer review, regardless of the rating. To fully understand the situation and obtain details, the operator can contact the customer by phone.
Any problematic situation related to the work of a company location or a courier can be registered. For more information about registration and problem-solving, see here.
Five-star ratings without comments are accepted automatically and do not require additional review or verification.
The personal data block in the order card shows the number of customer reviews and the average ratings left by them. For more information on the order card, see here.
See also: Manage customer reviews in the Monitoring Panel
Manage reviews in the Dots Business app
Customer reviews are handled in the Reviews tab. Here you can filter reviews by month/year. The tab dynamically calculates the number of reviews for the selected month, and the average rating for these reviews in five and ten-point scales (users leave ratings on a five-point scale, but the system displays a rating on a ten-point scale).
Important: It is very important to process reviews quickly and respond to negative ones. This allows to timely solve problems related to service and improve the quality of the service itself. For example, in the case of receiving 3 stars, the operator needs to contact the customer and find out from him the reason for the negative review. After that, you need to take action to fix the issue. Managers and company employees should understand that the rating will directly influence the choice of customers and the placement of their company on the website and in the app.
See also: Manage reviews in the Dots Business app
Link to this article: here
Updated on: 03/06/2024
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