Canadian Pizza Magazine

Products Back of House
Online-ordering module helps restaurants respond quickly to negative comments


November 6, 2019
By Canadian Pizza

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A new module in the order-and-delivery program by Paytronix Systems lets operators identify and take immediate action to win back customers who had a poor online ordering experience.

FEEDback is designed to help store managers measure and mediate interactions with guests who place orders online, Paytronix said in a news release. The module is integrated with the Paytronix order and delivery platform, which is integrated with the loyalty, customer relationship management and stored value components of the Paytronix Rewards platform.

Here’s how it works: FEEDback automatically sends out a survey within two hours of the placement of a take-out or delivery order while the experience is fresh in the customer’s mind. Guests are asked to rate their experience on a scale of one to five, and the results are immediately sent by email to a store manager who also can see the guest’s lifetime value. For guests who submit a low one- or two-star rating, the manager can respond with one tap to send the unhappy guest one of several pre-written apology messages for cold food, bad food or bad delivery with a coupon asking them for another chance. Or, they can send a personal message.

“One manager recovered a customer who had a bad experience on their third order,” said Tim Ridgely, head of Order & Delivery, Paytronix. “After the FEEDback interaction, the customer has placed 18 additional orders, spending nearly $900 with that brand, and remains active today. The brand captured not just one additional order, but years of additional lifetime value.”

In addition, Paytronix has partnered with premier third-party aggregators to help enhance the online ordering experience.

paytronix.com