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Paytronix launches feedback tool for online orders

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November 5, 2019

Keeping delivery customers happy is quite a challenge, which is why Paytronix Systems Inc. has launched FEEDback, a module to help restaurant managers measure interactions with guests who place orders online. 

"With FEEDback, it takes seconds to reach out to and recover a disappointed customer who may not visit again," Tim Ridgely, head of order and delivery at Paytronix, said in a company press release. "One manager recovered a customer who had a bad experience on their third order. After the FEEDback interaction, the customer has placed 18 additional orders, spending nearly $900 with that brand and remains active today."

With a U.S. online food delivery market valued at $17.5 billion in 2018, and expected to grow to more than $24 billion in 2023, brands are eager to incorporate the off-premise channel into their overall business. What's more, brands that combine online ordering with a loyalty program see an 18% increase in online ordering, according to the release.

How it works

FEEDback automatically sends out a survey within two hours of the placement of a take-out or delivery order. Guests are asked to rate their experience on a scale of one to five, and the results are immediately sent via 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 fully customized message.