Customer Reviews and Responding to Feedback
Every order ends with a one-tap rating prompt. Most customers do not rate. The ones who do — the very happy and the very unhappy — change your business. Treat both groups well.
Where the prompt shows up
A few hours after the order is marked complete, the customer gets a text or email: "How was your order? ★★★★★". One tap, done.
If they tap a low rating (1 or 2), we ask why with a short list (cold food, late, missed item, wrong order, other). They can also leave a written comment.
Where reviews land
Open Reviews. You see:
- All reviews, newest first.
- Star rating, written comment, the order it relates to.
- Whether you have replied.
Replying
Click any review and write a reply. Keep it short and human.
For a 5-star review:
Thank you! So glad you enjoyed the burger. See you next time.
For a 1-star review:
Sorry your order was late. That is not our standard. I have refunded $X and added a credit for next time — please come back so we can do this right.
The customer gets your reply by email. Other customers cannot see private replies; we only publish summary star counts on your public ordering page, not individual reviews or replies.
Asking for reviews on Google
Customers happy enough to leave you 5 stars are the same ones who would leave you 5 stars on Google.
- Open Settings → Reviews → Google.
- Paste your Google Business Profile Write a review link.
- Toggle Forward 5-star raters to Google on.
After a 5-star rating in OrderFriendly, the customer is invited to share on Google with one tap.
Responding to negative reviews
A few rules.
- Respond fast. Within 24 hours, even if it is "We are looking into this and will reply tomorrow."
- Apologize first. Even if you think the customer is wrong. "Sorry your meal did not meet expectations" costs nothing.
- Offer something specific. A refund, a comp, a personal callback. Vague offers feel hollow.
- Do not argue in public. Move the conversation to private message inside the order.
Spotting patterns
Open Reviews → Trends.
- Most common low-rating reason — fix the root cause. If "missed item" keeps appearing, redo your bag check.
- Most-praised items — push them on the menu and in promo codes.
- Reviews by hour — sometimes ratings tank during one specific shift. Worth a conversation with whoever was on.
A note on fake reviews
We see clusters of zero-history accounts giving very high or very low ratings around the same time. We auto-flag and hide them from your average. You will still see them in Reviews → Flagged and can choose to respond.
If you suspect a competitor is leaving fake bad reviews, contact support — we can pull device fingerprints and dispute them.
Asking for written feedback
For deeper signal than stars:
- Open Settings → Reviews → Follow-up Survey.
- Pick a frequency (every order, every 5 orders, monthly).
- Customize the questions.
Keep it under 3 questions. Open-ended is better than multiple-choice for short surveys.
What good looks like
- Average above 4.5 stars is strong.
- Above 4.7 is excellent.
- Below 4.0 is a signal to dig in fast — usually 2 or 3 fixable root causes drive most complaints.
Common mistakes
- Ignoring reviews. Customers notice. Other customers reading reviews notice.
- Generic copy-paste replies. Worse than no reply.
- Arguing with a 1-star review in public. Even when you are right.