Keep the guest journey simple
Place the branch QR code where guests can use it comfortably and explain that honest feedback is welcome. Keep the invitation consistent across shifts. The guest page can also offer a lightweight menu link, giving visitors a convenient route to the menu you provide.
Give each branch a workable routine
Use branch and team ownership to clarify who checks feedback and who follows up. Status and history help a new shift understand earlier actions. Keep replies specific to the experience, and review any optional AI draft before approving it.
- Agree who reviews new feedback during the day.
- Check operational details before responding.
- Record follow-up so the next shift has context.
Use branch reports to guide a conversation
Review branch reports alongside the underlying feedback. Discuss repeated concerns with the people who were working and choose an improvement to revisit at the next team meeting. Differences between branches need context: opening hours, guest volume, and service format can affect what you hear.
ILLUSTRATIVE EXAMPLE
Following up after a busy weekend
A restaurant manager reviews feedback from two branches. Several guests mention slow service at one location. The manager checks the complaint history with the branch lead, agrees a change to the shift handover, and reviews later feedback for context.
Common questions
Can a dissatisfied guest still leave a public review?
Yes. The Google review and private complaint options remain equally available. Feedback choices do not depend on a guest giving a positive response first.
Are connected Google features available immediately?
They depend on an official Google Business Profile connection and the necessary permissions. Verify availability for your account before relying on a connected workflow.
Does this guarantee better ratings or more bookings?
No. Sumaty supports feedback organization and follow-up. Ratings, visibility, and business results depend on customer experiences and factors outside the product.