Features
NOT Feedback
- Let’s digress for a moment – aren’t we just talking about feedback here? Can’t you do this on social media, or through direct contact like email, phone, or customer service? Yes, absolutely! We encourage members who have specific grievances to make their voices heard and seek immediate resolution.
- However, here’s the reality: a very small percentage of transactions are ever reported as “feedback.” Don’t believe it? Take a look at any McDonald’s Google page. Despite hundreds of thousands of transactions, fewer than 100 reviews are typically posted in a given time span. Much less than 1%.
Public research studies confirm that, in fast food alone, more than 24% of transactions involve issues such as incomplete or wrong orders, improperly prepared food, missing utensils, napkins, or straws. Yet, because feedback is so infrequent, business managers often remain unaware of these problems. Many businesses rely on quick, checkbox-style email surveys that fail to capture the details and immediacy of actual customer experiences, leaving decision-makers without the information they need to improve.
The Problem With "Feedback" :
Bluntly put, the term "feedback" has been overused and often serves as an excuse for businesses to claim they’re listening to customers when they’re not really paying much attention to it. Which is why feedback participation rates have been falling lower for years.
We encourage you to experience our better solution – to communicate and connect.