BeHeard is a customer feedback feature that can be switched on for all franchisees on the YUMBI platform. It can be activated on your branded food ordering app and website, allowing customers to provide feedback on their ordering experience, service, food quality, and overall interaction – quickly and easily.
How does this feature work?
- Customers receive a push notification (if they ordered through the app) and email 60 minutes after ordering to prompt them to rate their order. A rate your order link will display on the customer's order on the screen, below are scenarios of when the rating link is made available to the customer
- If the store has live driver tracking enabled: the rating link will show after the completed delivery
- If the store has no live driver tracking for the order or it's a collect order: the rating link will show immediately
- If the order has been already rated the rating link will not show.
2. The time it takes for a push notification and email to be sent out is dependent on the Brand.
3. If push notifications are not enabled for the user, the customer will receive an email.
4. Intuitive questions are asked, tailored to the customer’s order channel (phone, app, web) and order type (delivery, collection, curbside).
 |  |  |
5. The customer will be presented with 5 stars to select to provide a rating.
6. If the ratings are 3 or under the customer will be presented with a section to provide more feedback.
Without the need for opt-in, franchisees can freely request feedback from all customers, as this process falls outside the realm of marketing communication. This immediate insight availability enables franchisees to respond swiftly to any issues that arise.
Feedback is initially directed to the franchisees, allowing for internal review before any public sharing. To re-engage high-value customers, franchisees can deploy automated SMS or push messages through YUMBI Engage, offering real-time, personalized compensation vouchers as part of smart campaigns. With access to customer details, franchisees can quickly reach out directly, enhancing response times.
This proactive approach to soliciting feedback not only demonstrates care but also fosters more positive reviews. Sharing these accolades with staff can significantly boost motivation and performance, cultivating a positive cycle of engagement and improvement.
Google Reviews:
Restaurants now have the opportunity to encourage their customers to leave a Google Review following their order rating experience. Here’s how it works:
- Customers who rate their order with 4 stars or higher will receive a prompt inviting them to leave a Google Review. This is also available to Switchboard orders through an SMS link they receive.
- Should a customer opt to leave a Google Review, they will be redirected from the app directly to the restaurant's specific Google Review page.
- If a customer chooses not to leave a Google Review, the order rating process will conclude as usual.
