Collect post-visit customer feedback automatically

Purpose

1.1. Automate the collection of post-dining feedback from restaurant guests via their preferred communication channels, immediately after their restaurant visit.
1.2. Capture guest satisfaction, collect insights on food, service, and ambiance, and identify improvement areas to enhance the overall dining experience.
1.3. Aggregate feedback data for reporting, trend analysis, and actionable insights for continuous operational enhancements.

Trigger Conditions

2.1. Reservation status changes to “Completed” or “Checked out” in the restaurant management system.
2.2. Scheduled timer triggers feedback request (e.g., 30 minutes post-reservation end time).
2.3. Manual staff marking of table as vacated or bill paid, initiating the workflow.
2.4. Guest contact details (email/mobile) exist and have not opted out of communications.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Programmable Messaging API; configure to send templated feedback requests to guest mobile post-visit.
3.2. SendGrid
• Feature/Setting: Transactional Email API; set up automated feedback survey emails triggered by completed reservations.
3.3. Mailchimp
• Feature/Setting: Customer Journeys; configure an email flow to send a feedback survey email post-dining.
3.4. SurveyMonkey
• Feature/Setting: Send survey link via Webhooks API; automate feedback survey distribution and aggregate responses.
3.5. Typeform
• Feature/Setting: Form embedded in automated email; pre-fill guest details for post-visit feedback collection.
3.6. Slack
• Feature/Setting: Send automated notification in internal channel with real-time feedback submissions using Incoming Webhooks.
3.7. Salesforce
• Feature/Setting: Process Builder or Flow to trigger email/SMS feedback requests upon reservation status update.
3.8. HubSpot
• Feature/Setting: Workflows; send automated feedback forms via email with response logging.
3.9. Zendesk
• Feature/Setting: Triggers and Automations; create tickets for each negative feedback and notify management.
3.10. Google Sheets
• Feature/Setting: API or Sheets Add-ons; log all responses automatically for reporting and analysis.
3.11. WhatsApp Business API
• Feature/Setting: Message Templates; trigger feedback request messages post-visit to guests’ WhatsApp.
3.12. Facebook Messenger
• Feature/Setting: Messenger Platform Send API; deliver survey links via Messenger post-visit.
3.13. Microsoft Power Automate
• Feature/Setting: Automated cloud flow to send emails/SMS and collect data into Excel or Dynamics 365.
3.14. Zoho CRM
• Feature/Setting: Workflow Rules; trigger feedback form delivery after reservation completion.
3.15. ActiveCampaign
• Feature/Setting: Automation builder; configure sequence to send follow-up feedback emails.
3.16. Intercom
• Feature/Setting: Post-event messaging; send in-app or email survey post-visit.
3.17. Airtable
• Feature/Setting: API automation; collect, store, and sort feedback for management review.
3.18. Outlook (Microsoft 365)
• Feature/Setting: Flow integration; auto-send survey emails to guest from completed reservation calendar event.
3.19. Yelp Fusion API
• Feature/Setting: Prompt recent guests for public reviews following private survey completion.
3.20. Jotform
• Feature/Setting: Email notification setup; send guest-customized feedback forms post-visit and auto-notify staff on low scores.

Benefits

4.1. Increases guest engagement and loyalty through prompt, personalized communications.
4.2. Ensures higher feedback volumes and better operational insights by automating outreach.
4.3. Enables real-time issue escalation for dissatisfied guests, reducing negative online reviews.
4.4. Consolidates feedback data, aiding in staff training, menu improvements, and service enhancements.
4.5. Frees staff time from manual outreach, boosting overall efficiency and guest focus.