Keep an eye on customer feedback and identify potential areas of improvement, as well as leverage the successful aspects of your establishment by generating and analyzing the data from feedback reports. Customer feedback is extremely important, especially in the hospitality industry where the customers should be at the center of the business. With resOS, you can generate feedback reports, as well as feedback replies reports so that you’re continuously evaluating customer satisfaction and improving where needed.
There are two types of feedback reports: general feedback reports with the average ratings for different criteria, and feedback replies reports with a focus on the replies from your guests on the resOS feedback form. In order to access these, you’ll have to go to Menu–>Reports–>Feedback/Feedback replies. This data is based on the internal resOS feedback form that is sent to the guests after their booking is over. In order for these reports to be generated, you’ll have to enable the add-on called Feedback, and you can do that by going to Menu–>Settings & add-ons–>Communication–>Feedback.
Do you want to read more about our feedback add-on? Check out this article. 💯
Feedback reports
Generate, identify and analyze the data from the internal resOS feedback form that is sent out to your guests after their booking. Use their scores for your food, atmosphere, service, etc. to improve and leverage the processes/dishes/services that are rated higher.
Metrics & Key metrics
Just like other reports, you can generate the data needed based on:
▪️Period: Choose the time period you want to generate the reports for. The periods to choose from are: Last month, Past 3 months, Next month, Next 3 months, Last & next month, Past & next 3 months, Month to date, Quarter to date, Year to date, All time, and Custom.
▪️From date-To date: Click on the start and end dates on the calendars displayed for these two fields so that you can generate the feedback data on this specific custom period.
Further metrics for feedback reports based on the metrics above ⬆️:
- Replies: the total number of replies.
- Satisfied: the percentage of guests recommending the establishment.
- Average rating: the average rating for all the categories.
- Atmosphere: the ratings for atmosphere.
- Food: the ratings for food.
- Service: the ratings for service.
- Value For Money: the ratings for value for money.
- Rating: ratings for all categories displayed per month, week or day.
- Satisfied: number of guests who recommend and who don’t recommend the establishment displayed per month, week or day.
- Last 10 Replies: the last 10 written replies that your guests shared with you together with the ratings and recommendations.
Feedback replies reports
Together with the ratings for different categories (atmosphere, food, service, value) and the satisfaction answers, your guests can also leave written feedback for your establishment. They can share their thoughts when it comes to food, service, waiting time, managements and many more. These replies are generated in their own section in Reports.
Metrics & key metrics
Feedback replies reports can also be generated based on some key metrics, such as:
▪️Period: You can choose a specific time period to generate the feedback replies reports for. The periods to choose from are: Last month, Past 3 months, Next month, Next 3 months, Last & next month, Past & next 3 months, Month to date, Quarter to date, Year to date, All time, and Custom.
▪️From date-To date: Click on the from date and to date and generate the feedback replies data for the customized period by choosing the dates on the displayed calendars.
▪️Feedback replies: You can see details such as the date of the booking, the name of the guest, the written feedback, if satisfied or not, the number of people on the booking, the scores for different categories, as well as the average of these scores.
Purpose and benefits
The purpose of feedback reports and feedback replies reports is to generate data to be used for identifying areas for improving, for maintaining high levels of customer satisfaction, to measure engagement and track responses to customer feedback. They benefit your establishment with the following:
- Helps with the identification of common pain points in different categories, allowing for immediate strategies to combat these.
- Recognition of recurring positive feedback that can be used to highlight and promote successful aspects of the establishment.
- Gives the staff the chance to showcase attentiveness to customer concerns in order to improve the overall brand perception and demonstrate a commitment to service.
- Gaining insights into how feedback replies correlate with repeating visits or customer retention.