Within Uber Eats Manager, the Feedback section allows you to stay on top of customer feedback and manage customer relationships. You can always see what your customers are saying in the Feedback tab which covers your overall star rating, menu item ratings, delivery staff ratings as applicable, and delivery handoff ratings. Keep customers happy and coming back for more by responding directly to their reviews. When responding, you can also offer discounts on future orders to “make right” any perceived wrongs or to reward and delight already satisfied customers.
**UNDERSTANDING THE DATA ** Digging into the data and insights offered in the Feedback tab of Uber Eats Manager will help you better understand your customers’ and identify where you can make improvements to your delivery workflow. In-house guests rarely provide such transparent, direct feedback, so take advantage of these customer insights! If you have multiple locations, you can drill down to the specific location(s) you want to view data for using the location selector at the top.
**FEEDBACK: OVERVIEW ** The Overview page shows your restaurant rating, demonstrating the overall level of customer satisfaction from the last 90 days. After receiving their order, customers get a prompt in the app: “How was [Restaurant]?” They rate on a scale of 1 to 5 stars. Customers see this rating when reviewing your store on Uber Eats. Also on this page is a snapshot overview of your average menu item rating, average delivery staff rating, and average delivery handoff rating–you can also click “See reviews” in any of these sections to open the more detailed pages described below.
**FEEDBACK: REVIEWS ** The Reviews page shows you all orders where customers left reviews for your location(s). We’ve included details like the customers’ name and photo (if they have one) as well as whether they are a new customer or, if returning, their total number of orders. You will see their star rating, any tags related to compliments or areas for improvement, and a summary of whether they gave a thumbs up or down to any items in the order. Finally, you will see the order date and ticket size. There is also a “Reply” or “View” button which is covered below in Responding to Reviews.
**FEEDBACK: MENU ITEMS ** The Menu Items page shows your average menu items rating. Customers are prompted to rate each item once they’ve received their order and can review with either a thumbs up (100%) or thumbs down (0%). These ratings are not shown to customers. Customers can also add menu item tags related to compliments such as “Good portion,” or areas for improvement such as “Small portion.” The Menu Item Rank list lets you see how your menu items rank compared to one another. Clicking into an item from the rank list displays all reviews from the last 90 days, including any comments customers left about that item.
**FEEDBACK: DELIVERY STAFF ** The Delivery Staff page shows the overall customer satisfaction with your in-house delivery staff. This feature will only appear if your restaurant(s) use their own delivery staff. After an order is complete, customers are prompted to rate your delivery staff with a thumbs up (100%) or thumbs down (0%)–you’ll see the average of these ratings from the last 90 days. You can also review tags related to areas for improvement or read individual reviews, sorted by timestamp.
**FEEDBACK: DELIVERY HANDOFF ** The Delivery Handoff page breaks down how satisfied Uber Eats delivery partners are with the handoff process for your location(s). After pickup, delivery partners are asked to give a thumbs up (100%) or thumbs down (0%) rating. The average of those reviews from the last 90 days is your delivery handoff rating. They can also add tags related to areas for improvement such as “Long wait.” You can read individual reviews, sorted by timestamp.
**RESPONDING TO REVIEWS ** You asked for more control over managing customer relationships so we created the ability for you to respond directly to customer reviews, with the option to offer discounts on future orders. You can send thanks for a great review, encourage them to try again after a poor experience, or not reply at all–it’s up to you! Customers who receive a restaurant reply and promotion are 23.2% more likely to return than customers who did not receive a response*. *Based on global data from 8/1/2020 - 8/30/2020
**HOW IT WORKS ** **1. Start by clicking Reviews in the Feedback tab of Uber Eats Manager. ** -You’ll see customer reviews, sorted by recency. We’ve included details like the customers’ name and photo (if they have one) as well as whether they are a new customer or, if returning, their total number of orders. You will see their star rating, any tags related to compliments or areas for improvement, and a summary of whether they gave a thumbs up or down to any items in the order. Finally, you will see the order date and ticket size.
**2. Select the review you’d like to respond to. ** -You’ll be notified via email, or notification in the Uber Eats Manager app, when new reviews appear and you’ll have 7 days to respond. Within those 7 days you will see a REPLY button along with a countdown of the days left to respond. After those 7 days are up you will see a VIEW button instead. Once you’ve responded you will see a “Replied” label along with the value of the discount provided.
**3. Your customer will be notified of your response. ** -Your response is a private message you can send to the customer only once and they cannot reply back. You can add a self-funded discount code for the customer to use at your restaurant in the future. This is fully funded by your restaurant and expires after 30 days.