Feedback

Where: CRM > Feedback
Who can use it: Permission: customers.feedback, customers.view or manage customers. Not available on SureScreen (menu board only) plans.
Open this page in SureTill

Feedback is where the ratings of your customers arrive. A guest who orders from the table with the QR code can leave a rating from 1 to 5 stars, a comment and separate scores for food, service and ambience. Each order can only be rated once.

Step by step

Find reviews

1. Open CRM > Feedback.
2. Click All, Unresolved, Resolved or Flagged to filter by status.
3. Click a row of the Rating Distribution (for example 1 Stars) to show only reviews with that rating. Click Reset Distribution Filter to clear it.
4. Type in the search box to search by customer name, comment or ID.
5. Use the date range to keep only reviews between two dates.

Export reviews

1. Set the filters you want.
2. Click Export Reports.
3. A file named feedback_export.csv is saved with the ID, customer, rating, comment, status and date of the reviews you can see.

Reply to a review

1. Click Official Reply on the review.
2. Read the original comment in the box at the top.
3. Type your answer in the text area.
4. Click Send Official Response. Click Discard to close without sending.

The reply is stored on the review together with the date and your user. If the server refuses the reply you see the reason in a message. The Post publicly on platform switch in the reply form is shown but is switched off and cannot be changed. Nothing is posted to Google or any other site.

Mark resolved, re-open or flag a review

1. Click Mark Resolved on an Unresolved review. Click Re-open Issue on a Resolved or Flagged review to put it back to Unresolved.
2. Click the flag button to flag a review. Click it again to remove the flag.

Tip

Under the hood Unresolved means pending, Resolved means approved and Flagged means rejected. The online storefront shows only approved reviews to the public, so marking a review Resolved also makes it eligible to appear on your storefront, and Flagged keeps it off.

Delete a review

1. Click the bin button under the flag button on the right of the review.
2. Confirm the question Delete review. The review is deleted for good.

Every setting explained

Setting	What it does
Overall Score card	The average of all ratings, and how many feedbacks it is based on. It shows a dash when there are no reviews yet.
Rating Distribution	A bar for each of 5 to 1 stars with the number of reviews. Green for 4 and 5, amber for 3, red for 1 and 2. Click a bar to filter.
All / Unresolved / Resolved / Flagged	Filter by status.
Search box	Matches customer name, comment text or review ID.
Date range	Start and end date. The end date is included for the whole day.
Customer	The customer name, or Guest when the review has no customer.
Channel badge	In-Store, Online or Google. Reviews left from a table QR order show In-Store.
Status badge	Unresolved (amber), Resolved (green) or Flagged (red). A new review waits as Unresolved until you resolve or flag it.
Stars and number	The rating from 1 to 5.
Comment	What the customer wrote.
Official Reply	Opens the reply form.
Mark Resolved / Re-open Issue	Saves the new status on the review.
Flag-icon button	Flags the review, or removes the flag.
Bin button	Deletes the review after you confirm.
Export Reports	Downloads the filtered list as a CSV file.

Tip

The reply text and date are saved on the review, but the list does not show earlier replies. Keep your own note if you need to remember what you answered.

Related articles

• Customers
• Contact Messages
• QR Ordering