A restaurant’s success or failure can oftentimes be dictated solely based on its online reviews. Trigger-happy patrons will give you a one-star review simply for making them wait 5 minutes too long for their table. Although other factors can influence a bad review, most issues can and should be handled while the guest is still on site. Today’s tech savvy diners are intimidated by face to face confrontation and would rather complain online than call over a manager.
Feedback helps solve both problems of delivering private feedback in real time and allowing diners to express their opinion without the awkward “Can I speak to a manager” request.