FeedbackHub
The shop floor and the online store, in one report
Retailers usually end up measuring half their business. The website collects reviews and the shop collects nothing, or the other way round. FeedbackHub covers both with the same questions, so you can finally compare them.
Walk-in customers leave no data behind
An online order gives you an email address, an order value, a timestamp and a delivery record. A customer who pays cash for two items and walks out gives you nothing at all, and in most independent retail that is the majority of trade.
The result is a lopsided picture. You know a great deal about the customers who shop online and almost nothing about the ones standing in front of you, even though the shop floor is usually where the reputation is actually made and lost.
QR cards close that gap without asking anyone for their details. A card at the till where customers stand while paying collects feedback from exactly the people no integration can reach, and those responses appear in the same dashboard as the online ones.
What a typical rollout looks like
Counter cards in every branch
One QR code per branch using the Retail print template, placed where customers stand while paying. Separate codes mean the reporting can compare sites, which is usually the first thing a multi-site owner wants to see.
Post-purchase email for online orders
The WooCommerce plugin or a Shopify webhook fires a request when an order is completed. It arrives from your own domain, carrying your branding, and reads as a message from your shop rather than from a survey company.
A card in the parcel
For delivered orders, a printed card in the box often outperforms the follow-up email, because the customer is holding the product when they are asked about it. Many retailers run both and let the channel report settle which one works.
SMS for click and collect
Collection customers are reachable by phone but frequently ignore email. A short SMS an hour after collection catches a group that would otherwise be missed entirely.
Alerts on low scores
A poor rating emails the store manager and can post into a shared channel. In retail the recoverable complaints are usually about stock, queueing or a specific interaction, and all three are fixable the same day if someone hears about them.
Review routing on the happy ones
Satisfied customers are offered your Google Business Profile link on the thank-you screen. For local retail this is the highest-leverage part of the whole system, because local search rewards a steady flow of recent reviews.
Comparing branches without guessing
Once more than one site is running, the interesting question stops being "how are we doing" and becomes "why is the second branch consistently half a star behind the first". That comparison needs the same questions asked the same way in both places, which is exactly what a shared form and per-branch codes give you.
The per-form summary reports response count, average rating and promoter and detractor counts side by side. Because the theme analysis runs across the account, you can also see whether the branches share a problem or each has its own.
That distinction matters for what you do next. A complaint that appears everywhere is usually a policy or a supply problem. A complaint that appears in one shop is usually about that shop, and it is generally solvable locally.
- One form per branch, or one shared form with a branch question
- Separate QR codes per site, each tracking its own scans
- Per-form response counts, averages and promoter counts
- Team logins with role-based access for branch managers
- Themes ranked across the whole account
Questions worth asking in retail
Overall rating. Stars, one tap. Always the first screen.
Did you find what you came for? A yes or no that quietly measures stock availability, which is the most common cause of lost retail sales and the least likely thing to appear in a comment.
How was the checkout? Queueing complaints are specific, actionable and usually invisible from behind the counter.
Anything we could do better? One open box. This feeds the sentiment and theme analysis, and it is where the unexpected findings come from.
Why local reviews matter more than the average score
For a shop that depends on people nearby choosing it over an alternative nearby, the public review profile is closer to a shopfront than to a vanity metric. Most customers looking for a local business scan the rating, the number of reviews and how recent they are, in roughly that order, and a profile with a high rating from four reviews written three years ago reads as a business that may no longer exist.
Volume and recency are the parts most retailers neglect, because both depend on asking consistently rather than on being good. A shop with excellent service and no asking habit will sit behind a mediocre competitor who asks every customer, and no amount of improvement to the service will close that gap on its own.
This is the practical case for review routing. You are not manufacturing praise, you are removing the friction between a customer who is quietly pleased and a public profile that never hears about it.
What retailers usually discover first
Three findings come up repeatedly in the first month, and they are worth expecting.
The first is that stock problems are far more common than anyone in head office believes. Customers who leave without buying rarely mention it to staff, but they will happily tick "no" when asked whether they found what they came for.
The second is that queueing complaints cluster around specific times, which turns an argument about staffing into a rota decision with evidence behind it.
The third is that the in-store experience usually rates higher than the online one. That surprises retailers who have invested heavily in the website, and it generally reflects delivery and returns rather than the site itself. It is also worth knowing before spending another year improving the wrong half of the business.
Cover the shop floor and the website
Tell us how many branches you run and what you sell online. We will set up the codes, connect the store and get both feeding the same report.