Documentation

Customer Feedback and Segments

Read the ratings and comments customers leave, write a response, close follow-ups, and keep a list of segment rules.

Customer feedback

Feedback is reviewed in the Web admin under CRM. You need permission to view feedback. The POS app has no feedback screens.

Each piece of feedback has an overall rating from 1 to 5, and can have separate ratings for food quality, service and ambiance, comments, what the customer liked, and suggestions.

How feedback is flagged
  • Feedback with an overall rating of 1 or 2 is flagged for follow-up automatically when it arrives.
  • Feedback with an overall rating of 4 or 5 counts as positive in the totals.
Not available in this version
  • Request Feedback on the Customer Feedback screen does not open, so feedback requests cannot be created from the Web admin.
  • CRM > Analytics, and the Analytics button on the Customer Feedback screen, do not open. The totals are shown at the top of All Feedback.
  • Mark Follow-up Required on the Feedback Details screen does not open, so you cannot flag feedback by hand.
  • The Feedback Settings under Settings, section CRM (Enable Feedback QR Codes, Feedback Token Expiry (Hours), Auto-send Feedback Requests) are saved but have no effect. No feedback QR code is printed on receipts and no request is sent after an order.

Review feedback

  1. Open All Feedback
    In the Web admin, go to CRM > All Feedback. The Customer Feedback screen opens. The cards at the top show Total Feedback, Average Rating, Positive and Pending Follow-up.
  2. Filter the list
    Choose a branch, a status, a source, a minimum rating, or whether follow-up is needed, then click Filter.
  3. Read the list
    Each row shows the date, customer, rating, the start of the comments, the source and the status. Rows that still need a follow-up are highlighted and carry a Follow-up badge.
  4. Open one
    Click the customer's name or the eye button. Feedback Details shows the ratings, the comments, What They Liked, Suggestions for Improvement, and an Information card with the source, branch, order number and date.
Status Meaning
New Received, and nobody has responded yet
RequiresAction Flagged for follow-up
Responded A response has been written
Resolved The follow-up has been marked as done

Respond to feedback

  1. Open the response form
    In the list, click the reply button in the row. Or open the feedback and click Respond.
  2. Write the response
    The original feedback is shown at the top. Type your reply in Response Message.
  3. Click Send Response
    You return to Feedback Details with the message "Response sent successfully." The status becomes Responded and your text appears under Our Response.
The response is a record, not a message

Suvaiq saves the response with the feedback. It does not email or text it to the customer. Contact the customer yourself if they should hear from you. Each piece of feedback takes one response: once it is saved, the Respond button is no longer shown.

Close a follow-up

  1. Open Needs Follow-up
    Go to CRM > Needs Follow-up. The list shows only feedback that is flagged for follow-up. The CRM > Dashboard shows the first five of these under Feedback Requiring Attention.
  2. Open the feedback
    Click the customer's name. Deal with the complaint, and respond if you want to keep a note of what was said.
  3. Click Mark as Followed Up
    You see the message "Feedback marked as followed up." The status becomes Resolved and the feedback leaves the Needs Follow-up list.

Customer segments

In the Web admin, CRM > Customer Segments opens Customer Segmentation Rules. A rule names one of five segments (New, Regular, VIP, AtRisk, Lost) and the conditions for it. You need permission to view segments.

Rules are stored, not applied
  • In this version Suvaiq does not use these rules to sort customers into segments, and a customer's segment is not shown on any screen.
  • Days to Consider "At Risk" and Days to Consider "Lapsed" under Settings, section CRM, are saved but have no effect.
  • Activate Rule, Deactivate Rule and Delete Rule on the Segment Rule Details screen fail in this version. A rule can be created and edited, but not switched off or removed.

Create a segment rule

  1. Open the form
    Go to CRM > Customer Segments and click New Segment Rule.
  2. Fill in the rule
    • Name: required.
    • Target Segment: required.
    • Priority: a number from 0 to 1000. A lower number means a higher priority.
    • Description: optional.
    • Conditions (JSON): required. The conditions are typed as text in the format shown under the box.
  3. Click Create Segment Rule
    The Segment Rule Details screen opens with the message "Segment rule created successfully."

View and edit rules

The list shows each rule's name, target segment, priority, type (System or Custom), status and creation date. Filter it by Target Segment, Status and Type, then click Search.

  • Click View to open a rule.
  • Click Edit to change a Custom rule. System rules cannot be edited.

Related guides

CRM overview

The CRM menu and where each task happens.

Customers

Customer records, phone numbers and addresses.