Complaint management
A complaint management system that tells you while the guest is still there.
Feedlytics raises an incident for every low rating or negative comment and alerts management in real time. Complaints go straight to the people who can fix them, instead of through staff, and incident analytics show which problems keep coming back.
The problem with comment cards
When feedback goes through staff, bad feedback gets lost. Comment cards with a bad score get torn up and thrown away, so upper management never hears about them. By the time a complaint reaches an owner, the guest has already left unhappy.
How incidents work
- A guest gives a low rating or writes a negative comment.
- Feedlytics raises an incident and alerts your managers in real time.
- A manager can reach the guest before they leave, and the guest also gets a WhatsApp message from your restaurant.
- Incident analytics group what went wrong, so you can see the same issue showing up at the same branch.
What managers see
Head office sees incidents across every branch and team. Branch managers see their own. The Mood Meter gives each branch a score, and AI groups responses by topic, for example food quality, guest service or ambiance, so trends show up in charts instead of a stack of comments.
Questions
What counts as an incident?
A low rating or a negative comment. Feedlytics raises it automatically and alerts management in real time.
Does the guest hear back?
Yes. Within 30 seconds the guest gets a WhatsApp message in your restaurant’s name, in wording you choose.
Can staff hide a complaint?
No. Guests answer on their own phone and the feedback goes straight to management, not through staff.
See it with your own branches
Book a 30 minute demo and we will show you the survey, the alert and the dashboard.
Related
Part of restaurant feedback software from Feedlytics.