When the complaints screen feature is enabled, it will allow guests who report a negative experience to provide their information in order to be contacted by the restaurant/ operator.
A negative experience is measured by a response of 1-3 on the NPS question:
Here are some additional settings of this feature:
Guests are unable to submit a complaint unless they leave an email address and tick the permission box
Email addresses collect via the complaints screen will not be opted into 'email marketing'
Data shows that detractors (1-3 NPS guests) will respond negatively to being sent marketing emails if they had a bad experience. It's much better to send an apology to make it right
There is an option to choose whether or not to collect the name as well as the email address. This can be particularly helpful to use when responding to the customer complaint.
Here's an example of the complaints page, with & without name collection fields enabled;
What customisation is available on this screen?
The two areas below that are highlighted in yellow are customisable
Title and subtitle
First & last name field
You can also customise the background image
Please contact our support team to request the set up of the complaints page and/ or any customisable changes you'd like to make.
Viewing complaints in the dashboard
There are a few ways to see your complaints.
For basic users - Go to the Engagement tab on the Dashboard.
If you don't see the Engagement tab, it's likely your user permissions do not allow you to access Guest Complaints
For more advanced use (& the ability to respond to complaints);
Using our Guest Recovery feature you can respond to & manage all complaints through to resolution.
Using our GuestXM Response Centre feature we can ensure all complaints populate in your inbox. Using an outlook connection you can respond to these complaints from the email address of your choice.
You can use our email notification feature or our API you can push complaints into your internal support system
If you'd like to enquire about enabling any of these advanced features, please contact your Customer Success Manager or email us at [email protected].