Collecting customer feedback post-visit and aggregating reviews

Purpose

1.1. Automate the process of collecting customer feedback after each restaurant visit to improve guest satisfaction and retention.
1.2. Automate aggregation of reviews from multiple channels for comprehensive sentiment analysis and marketing.
1.3. Automating timely post-visit messaging to customers to increase review rates and fast response to negative feedback.
1.4. Leveraging automated customer engagement for driving loyalty, referrals, and menu enhancements.

Trigger Conditions

2.1. Automated trigger upon closed POS transaction for dine-in, pickup, or delivery order.
2.2. Reservation completed and marked as attended in the Booking/CRM system.
2.3. Scheduled batch for follow-up after customer exit time captured.
2.4. On receipt of payment completion notification or based on table turnover events from the system.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Automator sends personalized SMS with review link using Twilio’s Programmable SMS API (POST /Messages).
3.2. SendGrid
• Feature/Setting: Automatedly deliver feedback request emails using SendGrid’s Mail Send API.
3.3. Gmail API
• Feature/Setting: Automate sending custom feedback emails via Gmail API (users.messages.send).
3.4. WhatsApp Business API
• Feature/Setting: Automator initiates interactive feedback flows through WhatsApp templates.
3.5. SurveyMonkey
• Feature/Setting: Use SurveyMonkey API (POST /collectors) to automate survey distribution by email or SMS.
3.6. Google Forms
• Feature/Setting: Automated Google Forms link creation and distribution using Apps Script triggers.
3.7. Facebook Messenger
• Feature/Setting: Facebook Send API (messages endpoint) automates sending post-visit feedback requests.
3.8. Slack
• Feature/Setting: Slack Incoming Webhooks — automatedly notify staff of new feedback responses.
3.9. Typeform
• Feature/Setting: Typeform Webhooks/API to automate feedback form delivery and collection.
3.10. Zapier
• Feature/Setting: Zapier automator triggers workflows integrating POS, CRM, and feedback apps via Zap triggers and actions.
3.11. HubSpot
• Feature/Setting: HubSpot feedback automation via Workflow tool and Feedback API (POST /feedback-surveys/v1/surveys).
3.12. Zoho CRM
• Feature/Setting: Zoho Automation Rules send review requests after closed deals using Zoho’s email/SMS channels.
3.13. Mailchimp
• Feature/Setting: Automated post-visit email campaigns using Mailchimp Automations (API 3.0/POST campaigns).
3.14. Salesforce
• Feature/Setting: Salesforce Process Builder automates feedback request tasks after Opportunities/Orders are closed.
3.15. Google Sheets
• Feature/Setting: Automate feedback aggregation by pushing new responses directly to a Google Sheet using Sheets API.
3.16. Intercom
• Feature/Setting: Automation sends post-interaction survey via Intercom messaging API after visit.
3.17. AirTable
• Feature/Setting: Automatedly collect feedback data in AirTable using API for unified review management.
3.18. Yelp Fusion API
• Feature/Setting: Automate aggregation of public reviews by pulling data using Yelp’s Business Reviews endpoint.
3.19. Trustpilot API
• Feature/Setting: Fetch and aggregate Trustpilot reviews automatically via Business Unit Reviews endpoint.
3.20. Google My Business API
• Feature/Setting: Automated collection and display of Google reviews with API (accounts.locations.reviews.list).

Benefits

4.1. Automates repetitive manual outreach and review collection tasks, reducing staff workload.
4.2. Automating review aggregation enables real-time sentiment monitoring for management.
4.3. Timely, automated feedback requests boost response rates and actionable insights.
4.4. Enables swift, automated reaction to negative feedback, improving reputation management.
4.5. Aggregated insights from automated systems help refine menu, service, and marketing strategies.