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.