Customer feedback collection post-visit

Purpose

1.1. Automate timely collection of detailed post-visit feedback from restaurant guests via multi-channel communication.
1.2. Enhance guest experience by triggering targeted surveys or feedback requests after reservation completion.
1.3. Aggregate, analyze, and report guest perspectives for operational and service improvements.
1.4. Segregate responses by visit date/time, party size, server, and menu preferences for deep insights.
1.5. Escalate negative feedback or unresolved complaints to management in real time.
1.6. Transfer insights into CRM, review platforms, and analytics tools for ongoing improvement cycles.

Trigger Conditions

2.1. Reservation status changes to “Completed” in POS/reservation system.
2.2. Guest checks out and payment processed.
2.3. Set time lapse (e.g., 30 mins or 1 hr post-visit).
2.4. Status update in table management or guest seating system.
2.5. API webhook fired upon visit conclusion.

Platform Variants

3.1. Twilio
• Feature: Messaging API
• Sample: Configure outgoing SMS with guest’s name, visit details, and feedback link.

3.2. SendGrid
• Feature: Send Email API
• Sample: Automated email sent with customer, reservation ID, and feedback survey URL.

3.3. Mailgun
• Feature: Messages API
• Sample: Automated feedback request email triggered via webhook.

3.4. SurveyMonkey
• Feature: Create/Send Collector API
• Sample: Build and issue unique survey links with guest reservation metadata.

3.5. Typeform
• Feature: Webhooks + API
• Sample: Pre-populate guest info, trigger feedback form delivery and collect responses.

3.6. Google Forms
• Feature: Form Publish & Prefill
• Sample: Personalize feedback forms; send completed link via SMS/email.

3.7. Zapier
• Feature: Triggers & Actions
• Sample: Trigger workflow from POS, route guest data to feedback email/SMS.

3.8. Intercom
• Feature: Post-visit message API
• Sample: In-app messages or emails delivered after reservation flagged as complete.

3.9. HubSpot
• Feature: Workflows Engine
• Sample: Automated follow-up triggered by reservation event, integrates feedback into contact timeline.

3.10. Slack
• Feature: Incoming Webhooks
• Sample: Notify staff of negative feedback or share survey completions in private channel.

3.11. Zendesk
• Feature: Ticket API
• Sample: Generate support ticket if feedback score is below threshold.

3.12. Salesforce
• Feature: Salesforce Surveys & Flows
• Sample: Automate survey delivery to guest emails upon reservation completion.

3.13. ActiveCampaign
• Feature: Automation Workflows
• Sample: Send post-visit survey or tag profile based on response.

3.14. Constant Contact
• Feature: Email Campaign API
• Sample: Bike feedback campaigns post-visit, track open/survey completion rates.

3.15. SMSGlobal
• Feature: SMS API
• Sample: Deploy feedback SMS sequence with reservation personalisation.

3.16. WhatsApp Business API
• Feature: Send Template Messages
• Sample: Automated WhatsApp message with quick survey or star-rating prompt.

3.17. Microsoft Power Automate
• Feature: Flows and Triggers
• Sample: Watch reservation system, launch email/SMS upon guest checkout.

3.18. Google Sheets
• Feature: API Updates
• Sample: Store feedback in real time, map responses with reservation metadata.

3.19. Freshdesk
• Feature: Feedback Automation
• Sample: Log guest feedback, assign urgent responses as tickets.

3.20. Aircall
• Feature: Call Logging & API
• Sample: Trigger automated IVR asking for verbal feedback after a call concludes.

3.21. Qualtrics
• Feature: Survey Automation
• Sample: Schedule and send experience surveys post-visit; analyze with built-in tools.

3.22. Facebook Messenger API
• Feature: Send Message Endpoint
• Sample: Automate Messenger feedback requests directly to guest’s Facebook account.

3.23. Yelp Fusion
• Feature: Reviews API
• Sample: Guide guests to complete a review after verified visit.

3.24. Monday.com
• Feature: Automations
• Sample: Automatically track guest feedback in reservation-linked item boards.

3.25. Jotform
• Feature: Prefill Forms API
• Sample: Email or SMS personalized survey forms linked to guest ID.

Benefits

4.1. Accelerates feedback cycle, enabling rapid response to guest issues.
4.2. Captures actionable insights to refine service and menu continuously.
4.3. Strengthens guest loyalty by signaling care and responsiveness.
4.4. Supplies structured data for staff performance and CX analytics.
4.5. Reduces manual workload and eliminates follow-up bottlenecks.
4.6. Multichannel reach ensures high response rates and inclusivity.
4.7. Enables closed-loop feedback and escalation for dissatisfied guests.
4.8. Seamless integration with CRM and reporting platforms for holistic view.