Frequently Asked Questions

Question 1

Can SevenRooms help me get more restaurant reviews?

Accepted Answer

Yes. SevenRooms’ reputation management software aggregates your reviews from social media sites and websites like Google, Yelp and more. But we go further by sending your customers feedback surveys after they complete an order or reservation. By asking every diner for feedback, you’ll get more input, more quickly. Plus, our automated emails make it easy to ask guests to leave a positive review on your preferred review site.

Question 2

Should I respond to negative reviews?

Accepted Answer

Yes. Whether you receive a bad review on a third-party platform or directly in a feedback survey, we highly recommend following up. Here’s why: giving negative feedback and not receiving a response can anger guests even more. Receiving a heartfelt apology, on the other hand, leaves customers with a more positive impression than if they hadn’t had a problem in the first place.

Question 3

What is restaurant reputation management?

Accepted Answer

Restaurant reputation management refers to all the things you can do to bolster your public reputation and online presence. In an increasingly digital world, proactive monitoring your online reviews is one of the most important things you can do to help maintain a positive reputation and improve the customer experience. You need to know what customers are saying about your restaurant – it will highlight areas for improvement and shine a light on where your team excels. SevenRooms’ review aggregation software streamlines reputation management by consolidating all of your reviews in one place and tracking and analyzing trends across locations.

Question 4

What’s the difference between guest feedback and online reviews?

Accepted Answer

Guest feedback refers to opinions your customers share directly with you, privately, like through surveys generated by SevenRooms. Online reviews are feedback that customers post publicly on online review websites like Yelp, OpenTable or Google. When business owners respond to online reviews, their responses are also public. Often, when you get feedback directly first, you can prevent a negative online review from ever being posted.

Question 5

Does SevenRooms offer customer feedback surveys for reservations and orders?

Accepted Answer

Yes! SevenRooms’ customer engagement software includes direct guest feedback surveys for both on- and off-premise dining, including any waitlist, reservations or takeout customers. Additionally, if a walk-in provides an email address, they’ll also receive a survey.

Question 6

How can I share guest feedback with the rest of my service staff?

Accepted Answer

It’s important to select restaurant feedback software that makes it easy to track, analyze and share customer feedback. In addition to providing a robust digital dashboard that lets you search, sort and filter survey responses, SevenRooms also sends everything you need to know directly to your email. Our daily email summary shows you all new customer feedback survey responses from the past 24 hours.

Question 7

How do you get good feedback from guests?

Accepted Answer

Providing top-notch, personalized service is the key to getting great customer reviews — and so is remembering to ask for it! Automate guest feedback surveys to go to customers after every experience with your brand and address any customer concerns right away.

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