Food and Hospitality
Customer satisfaction tracking for restaurants and cafes
In a restaurant, the experience takes shape in a single meal and shows up in Google reviews the same day. Keeping taste and service standards consistent across branches gets harder as the chain grows. Comvo collects feedback on the spot with a QR code at the table and lets you address a negative experience before the guest leaves or within the same day.
Key challenges in the industry
-
Standards across branches
The same menu can come out with different taste and presentation at different branches.
-
Service speed
During peak hours, waiting time is one of the most common factors that lower satisfaction.
-
Instant reviews
A dissatisfied guest voices the complaint on Google, not at the table.
-
Delivery
With delivery orders, the experience often stays outside the restaurant's view.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Table and service
- Checkout and payment
- Delivery and takeaway
- Reservations
- Cleanliness and ambience
Sample survey
Guests answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Taste, service speed, staff attentiveness, cleanliness, price and valueMultiple choice question; used to identify the reason behind a negative experience (root cause).
- Yes / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
- Open-ended commentThe respondent writes in their own words. When text analytics is enabled, topics, tone and risk-related statements are classified.
Questions, scales and conditional logic are tailored to your business. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 The QR code at the table opens the survey; the branch and table are recorded automatically.
- 2 The guest shares the experience in a few questions; a low score opens a reason question.
- 3 A negative response reaches the branch manager's phone as a notification, so the guest can be attended to while still in the restaurant.
- 4 The manager records the action taken (a complimentary item, a replacement, an apology) with a closing code.
- 5 Guests are invited to leave a Google review.
Sample alert rules
- If satisfaction is 2 or lower, a case is assigned to the branch manager with a 1-hour resolution time and critical priority.
- If text analytics detects a hygiene or food safety risk, the case goes to the quality manager as critical.
- A 1-3 star Google review is opened as a case for the manager of the relevant branch.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
-
Taste and service by branch
You compare taste, service and cleanliness scores across branches.
-
Satisfaction by time of day
You make score drops during peak hours visible.
-
Google rating and response rate
You track the online reputation of your branches and leave no review unanswered.
-
Resolution speed
You measure how quickly negative experiences are addressed.
Key modules
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Online Reputation Reviews from Google, App Store, Şikayetvar and other platforms Learn More
- Text Analytics AI-powered topic, sentiment and risk analysis Learn More
Related guides
- Surveys QR Code Customer Satisfaction Surveys How to collect QR code surveys in stores, restaurants and branches: where to place the code, keeping the survey short and linking responses to branches.
- Online Reputation How to Respond to Google Reviews How to respond to Google Business Profile reviews: sample replies to positive and negative reviews, response time, personal data and Google policies.
- Surveys Customer Satisfaction Survey Questions Sample customer satisfaction survey questions for stores, e-commerce, service and support, and how to build a short survey with a high response rate.
Frequently asked questions
Do guests fill in the survey at the table?
Yes. The QR code on the table card opens the survey on the phone; no app installation is needed. The survey can also be completed while paying the bill or at home.
Is there a multilingual survey for international guests?
The survey opens in the language of the guest's device, and guests can change the language.
Can delivery orders be measured?
For orders from your own ordering system, a survey can be sent by SMS after delivery.
Is it suitable for a single-location restaurant?
Yes. The organization structure can also be set up with a single branch; table QR surveys and Google review management bring direct benefits to small businesses as well.
Let us map out a scenario for your industry together.
Share your branch structure and the points where you interact with your guests, and we will prepare a suitable survey and rule set for you in a demo environment.