Start with a useful account of the experience
Encourage guests to explain the issue clearly enough for the branch to investigate. Ask only for information relevant to handling the complaint. Use contact details only for permitted follow-up, and avoid requesting information that the team does not need.
Make responsibility visible
Branch and team ownership help a complaint reach the people responsible for addressing it. Follow-up status and history give colleagues context when a shift changes. Agree internally on who checks new complaints and who can decide the next action.
- Check the facts before promising a resolution.
- Record the next step so colleagues can continue the work.
- Update the status to reflect what actually happened.
Respond carefully and learn from the pattern
Write a response that acknowledges the issue and explains what your team can do. Optional AI drafts can support wording, with human review and approval. Use branch reports and complaint history during team reviews to discuss recurring issues and practical service improvements.
ILLUSTRATIVE EXAMPLE
A missed item at a restaurant
A guest scans the branch QR code and chooses a private complaint about a missing side dish. The branch team checks the order, records an agreed next step, and follows up using permitted contact details. A later shift can consult the history instead of asking the guest to start again.
Common questions
Does a private complaint replace a Google review?
No. Both choices are available to every guest. A private channel supports direct communication; it does not prevent public feedback or hide a negative experience.
Who decides how a complaint is resolved?
Your business does. Sumaty supports ownership and follow-up, while your team checks the facts and chooses an appropriate response within its responsibilities.
Can several branches use the same process?
Yes. Branch links, team ownership, and branch reports support a shared approach while keeping the relevant branch responsible for its own follow-up.