Purpose

The purpose of this article is to outline the Customer Review function in the Back Office Customer Module.

Process

What is a Customer Review?

When Customer Reviews are enabled, customers will receive an automated email after their Order is fulfilled. The message contains a link where they can rate the Food and Service provided. They can also write their own comments in a space provided.

Add Additional Review Questions

If desired, additional Feedback Questions can be added that ask the Customer to review Presentation and Friendliness. These additional questions must be activated by a Spoonfed Customer Support Partner or Account Manager.
 

Customer Review Settings

Go to Setup > Features > Customer Feedback.

Customer Review Email Max

If you have a Customer that Orders a large amount of orders (50+ meals each month), you might want to limit their Review Requests to 3-5, so that their email and Operator's notifications don't get oversaturated.

• Click Enable Customer Feedback.
   
• Below that box, select the maximum number of Review Request Emails a Customer is sent per month. 

If the Review Email Max is set to 15, a Customer can only gets up to 15 emails requesting feedback. If a Customer places 20 Orders, they still only get 15 feedback requests.

If the number of Max Emails box is left blank, review requests default to 1 per month at max. If no maximum number of reviews is required, enter a very large number that's unlikely to be reached, such as 100 or 1000 orders per month per customer.
 

Manage Reviews Within a Contact

Customer Review settings can be managed for individuals in the Contact Tab of the Customer Module.

1. Find a Contact Profile.
    
2. Scroll down to 'Reviews.'
    
3. Check 'Don't Send Email Reviews' to override the Default Feedback settings. This prevents the Contact from getting Review Request Emails.
    
4. Enter a number into 'Review Email Limit' to set a max number of reviews a Contact can receive per month.
    

Any new, unread review shows up as a banner at the top of the page. Click View New Review to read it.

Find Reviews in the Customer Module

1. Go to the Customer Module.
    
2. Click View/Edit near the Customer's name.
    
3. Find the Reviews Tab.
    
4. Any reviews the Customer has made will show.
    
5. Unread Reviews are highlighted in pink.
    
6. Click Details to read the full Review.

For more information regarding the Customer Module please refer to the proper model article in the section, Customer Module.
 

Customer Reviews Reporting

All customer reviews can be found in the Report Module of the Back Office. Reports from the Report Module can be filtered by Site, Contact, Organization, etc.

1. Go to the Reports Module.
    
2. Click Customer Reviews.
    
3. Filter by a Date Range to see all Reviews from all Customers made in a given amount of time.
    
4. Filter further by Site, Customer, and Contact, if desired.
    
5. Click 'Export' to create an excel sheet listing the data.
    
6. All unread Reviews are highlighted in pink.
    
7. Click 'Details' to read the full Review.

For more information on the Report Module please reference the section, Reports Module.