Get started with Order Feedback

Video walkthrough

All you need to know in a 3min video. 

Order Feedback

Feedback is a fully integrated feature in Bopple, using our platform to encourage, collect, and manage customer feedback for your business. 

✅ No setup required

✅ Private feedback sent directly from the customer to you

✅ Celebrate and share good feedback with your team

✅ Address customer concerns in private, before they go public

✅ Prevent bad reviews from damaging your reputation 

Customers share feedback

Customers can share private feedback about their experience through their order summary (online or in-app) or through their order receipt email. 

View feedback

You can view customer feedback directly from your Bopple Back Office. When a customer provides feedback through their receipt or order summary, the feedback is linked with the order. 

1. Go to the Feedback section in Bopple Back Office. If you operate multiple stores, you can view feedback across all stores here. 

2. Optionally use the filters to narrow your search by rating, 

   • View all positive or negative feedback

   • View all feedback relating to wait times
   • View feedback at one of your multiple stores

3. Click on a feedback submission to view all details of the order. 

Feedback details

When a customer submits feedback, you'll get access to the below details, in addition to having quick access to all of the details of their order. 

• Rating Positive 😄 or Negative 😞
• Category Primary reason for the feedback. See categories below. 
• Comments Any additional details or feedback from the customer. 
• Allow response Whether the customer is open to receiving a follow-up.

Categories

High level categorisation of feedback allows you to easily see what parts of your service are going well, and where improvement or review might be needed. 

• Not Received Reports of orders that were not received, such as delivery drop-off issues, or cases when your store is physically closed without your store hours being updated to prevent orders. 
• Accuracy Reports of orders that were incorrect or incomplete, including missing items, missing ingredients, or items that weren't prepared correctly. 
• Quality Feedback on the quality of the items including flavour, portion size, packaging and preparation. 
• Wait Time Feedback on whether an order was prepared or delivered in accordance with the estimates provided to customers, and whether it was properly processed for customer status notifications. 
• Service Feedback on any aspect of the customer service received, including commentary on interactions with staff. 
• Payment Any queries or concerns relating to the payment or price of the order. 
• Other Any other feedback the customer may wish to provide. 

Respond to feedback

If customers indicate they are open to receiving a response (shown on the feedback details), you can feel free to follow-up with them directly. To do so:

1. Go to the Feedback section in Bopple Back Office 

2. Select a feedback thread to see order details and your customers comments.

3. Optionally process a refund, full or partial, on the order. You can also easily create a promo code or credit voucher for the customer via the Discounts area. 

4. Use the customer's contact info in the order details to follow-up directly. 

Feedback FAQs

How often are customers prompted to leave feedback? 
After every order.

Are customers required to leave feedback? 
No, it is completely optional.

Can I export all my feedback?
You have full access to view, filter, search and inspect submitted feedback in Back Office. Exporting isn't currently available at this time. Make a feature request here. 

Can I view reports on all of my feedback?
We'll be adding insights and reporting on feedback in a future update. For now, you can review activity in feedback using the filter options in the Feedback area of Back Office.