Google reviews

#What it's for

With the Google reviews module, your menu asks for feedback at the best moment (when the order is served, at payment, at pickup). We offer all your customers, whatever rating they give, the chance to leave a review on your Google listing in one tap and, if they like, to tell you something privately. That's what Google's rules require: nobody is filtered out by their rating.

Price: 9.90 €/month or 99 €/year + VAT. Included in the «Guests come back» and «Everything» plans. No free trial.

#1. Get your Google link

1. Go to your Google Business Profile (your venue's listing).
2. Find «Ask for reviews» and tap «Copy link». It starts with g.page/r/…
3. In Guests › Reviews, paste it into Google review link and tap Save.

In the Guests › Reviews › Survey section there's help to find it (Open my Business Profile, Find my Place ID) and Test link. The «Ask for reviews» link is better than your listing's link: it opens the review form directly.

#2. What your customer sees

With the module on, the link added and the switch on (Venue settings › More options › «Ask for reviews from the menu…»), your menu asks for feedback:

• when the order is served at the table: «How is it going?»;
• when collecting a pickup order: «How was it?»;
• on the «Paid!» screen;
• at the end of the menu and with the «Review» button at the top.

It asks once per visit. The customer taps the stars («Tap the stars. It takes 20 seconds and helps us a lot.») and, with any rating, sees the same screen:

• Post on Google, which opens your listing to leave the review (if you've added the link).
• «Want to tell us something privately? (optional)»: if they tap it, they write whatever they like and tap Send privately. Your team reads it and it isn't published anywhere.

#3. Private feedback

In Guests › Reviews you see:

• The figures: To Google · 30 days, To Google in total (customers we've sent to Google) and Private · 30 days.
• The list of Private feedback, with the stars, date, text and table. If the customer left contact details, you have Call, WhatsApp or Reply by email.
• Mark as handled once you've dealt with it.

Each piece of private feedback also reaches you as a phone notification and by email at your «Alert email».

To reply to public reviews, tap Reply on Google: replies are written in your Google profile.

#Survey after the visit

You can also ask for a rating a while after the visit. Go to Guests › Reviews › Survey:

1. Turn on Ask for a rating after every visit (bill paid, pickup collected or booking finished).
2. Choose the channels: the «paid» screen (always), app notification, email (only club members who accepted news) or SMS (only with their permission; each SMS has a cost).
3. Choose when: 30 minutes, 1 hour or 2 hours later, or the next day at 11:00. Never before 10:00 or after 21:30.
4. Choose how often, at most, the same person is asked (it comes set to 30 days). After rating, everyone is offered Google and the private message, whatever their rating.
5. Tap Save. With Open the rating page you see how your customer receives it.

Right there you see the invitations sent, the replies, the average rating, those sent to Google and any unhandled private feedback.

#The reviews sign

In Menu › QR › Reviews there's a sign with a QR code that goes straight to leaving a Google review: «Enjoyed it? Tell Google». Choose the background (white or your colour) and size (A6 or A5) and tap Print. Put it by the till or on the table. This QR goes straight to Google, with no stars.

#Tips

• Reply to private feedback the same day: the customer will notice you're listening.
• Reply to Google reviews too, the good and the bad.
• Don't offer gifts in exchange for reviews: Google doesn't allow it.

#Common problems