FeedbackHub
Guest feedback while they are still at the table
Hospitality feedback goes stale within hours. A guest who had a fifteen minute wait for the bill will remember it vividly at 9pm and only vaguely by the next morning. FeedbackHub puts the question where the guest already is, in the gap between the last course and the bill.
Nobody complains to the person who asks
"Is everything all right with your meal?" is the least reliable research method in the industry. Guests say yes because they are mid-conversation, because they do not want to make a scene, and because the honest answer would take longer to explain than they care to spend.
The same guest will happily tap two stars on their own phone thirty seconds later. Anonymity and a screen change what people are willing to say, and that gap between what guests tell staff and what guests actually think is where most restaurant problems hide.
Meanwhile the feedback that does reach the public tends to be written by whoever felt strongly enough to open Google in the car park, which is not a representative sample of your dining room on a normal Tuesday.
How a restaurant usually runs it
Table cards for dine-in
A QR card on each table, using the Elegant or Friendly print template. Guests scan while waiting for the bill, which is dead time they are usually happy to fill. One code per section or per floor lets you tell the terrace from the main room in your reporting.
Bag stickers for takeaway
A code on the bag or the receipt catches the takeaway and collection trade, who never sit down and never leave contact details. The Cafe or Thank You template suits this well, with wording that asks about the food rather than the visit.
A three question form
Stars for the overall experience, a multiple choice for what stood out or fell short, and an optional comment. Thirty seconds, one screen at a time, and no request for personal details unless the rating was poor.
Alerts to the duty manager
A rating of two or below sends an email or a Slack message immediately. On a good night that means the manager can walk over before the guest has left, which turns a complaint into a story about how well you handled it.
Review routing for happy guests
Four and five star responses see your Google or TripAdvisor link on the thank-you screen, at the moment they are most inclined to say something nice. That is how a restaurant with genuinely good service builds a public rating that matches it.
Delivery orders by email
If you take orders through your own site, the request can be sent automatically once the order is marked complete, so delivery feedback sits in the same report as dine-in.
Finding out which shift is the problem
Restaurant feedback is rarely uniform. The kitchen that produces excellent food at 6pm produces different food at 9:30pm when it is three deep in tickets, and the floor team on a Saturday is not the floor team on a Wednesday.
Because every response carries a timestamp, the daily trend shows when your ratings drop rather than just that they dropped. Combine that with a question asking which meal period the guest visited, or separate forms per service, and you can see the pattern rather than guess at it.
The theme analysis does the rest. When "wait for the bill" climbs from ninth to second over a month, that is not a mood, it is a service flow problem with a number attached, and it usually points at a specific change in how the floor is being run.
- Daily trend of response volume and average rating
- Star distribution rather than only an average
- Recurring themes ranked by how often guests mention them
- Individual responses surfaced when they need a reply
- Separate forms per site, comparable in one dashboard
Questions worth asking in hospitality
Overall rating. Stars, one tap, always first. Everything else is optional after this.
What stood out? A multiple choice covering food, service, atmosphere, speed and value. This is what turns a bare score into a diagnosis.
Which visit was this? Lunch, dinner, takeaway or delivery, so the reporting can separate them.
Anything else? One open comment box. This is the field the sentiment and theme analysis reads, and it is where the genuinely useful material comes from.
Getting guests to actually scan
A card on the table does nothing on its own. The single biggest lever is a staff member mentioning it, and the second biggest is the wording on the card.
"There is a QR code on the table if you have thirty seconds to tell us how we did" works because it names the time cost and gives permission to decline. Handing over the bill is the natural moment for it, since the guest is already stationary, already thinking about the meal and has a minute to fill while the payment is processed.
The card itself should say what happens after the scan. "Scan to rate your meal, takes 30 seconds" outperforms a bare "Feedback" heading by a considerable margin, because the unknown cost is what stops most people. Keeping the first screen to a row of stars reinforces it: the guest sees a single tap, not a form.
Avoid attaching a discount or a prize draw. It raises scan rates and destroys the data, because you start hearing from people motivated by the reward rather than the meal, and every score drifts upwards in a way that makes the numbers useless for spotting problems.
Handling a bad review before it is written
The value of an immediate alert is that the guest is often still on the premises. A manager who arrives at the table within a few minutes of a two star response, having already read the comment, is in a different conversation from one who calls the following week.
Most guests who leave poor feedback are not looking for compensation. They want acknowledgement that something went wrong and evidence that someone cares. Handled at the table, a fair number of those never become public reviews at all, and a surprising proportion return.
Where the guest has already left, the comment and any contact details they gave sit in the response inbox, and a response can be marked as handled once someone has followed up, so nobody gets contacted twice and nothing quietly falls through.
Set up for your dining room
Tell us how many covers you do, whether you run takeaway or delivery, and what you keep hearing about. We will design the form, the card placement and the alerting around it.