> ## Documentation Index
> Fetch the complete documentation index at: https://storekit.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Feedback

> Collect post-order feedback with star ratings and comments in storekit. Route happy customers to leave reviews on Google and TripAdvisor automatically.

Customer feedback helps you understand what's working and what needs improvement. storekit automatically prompts customers to rate their experience after orders and bill payments.

## How It Works

After a customer completes an order or pays a bill, they're prompted to leave feedback:

1. **Star rating** - 1 to 5 stars for their overall experience
2. **Written comments** - Free-text field for additional feedback
3. **Detailed ratings** - Optional sub-ratings for Food, Service, Atmosphere, and Value for money

## Enabling Feedback

To enable customer feedback collection:

1. Go to **Settings** → **Feedback**
2. Enable **Order Reviews**
3. Save your changes

Once enabled, customers will see a review prompt:

* **Orders**: On the order status page after their order is complete
* **Bill payments**: In a modal after successful payment

## Smart Reviews

Smart Reviews help you capture positive reviews on external platforms like Google and TripAdvisor, while keeping constructive feedback private.

### How Smart Reviews Work

When a customer gives a **5-star rating**:

1. They're shown your configured external review links
2. They can tap to leave a review on Google, TripAdvisor, etc.
3. Their positive feedback appears publicly where it matters most

When a customer gives **1-4 stars**:

1. They're asked to explain what could be improved
2. Feedback stays private in your dashboard
3. You can address issues before they become public reviews

### Supported Platforms

Configure links to any of these review platforms:

| Platform                                                                                                                         | Description                     |
| -------------------------------------------------------------------------------------------------------------------------------- | ------------------------------- |
| <img src="https://www.google.com/favicon.ico" width="16" style={{display: "inline", marginRight: "8px"}} /> **Google**           | Google Business Profile reviews |
| <img src="https://www.opentable.com/favicon.ico" width="16" style={{display: "inline", marginRight: "8px"}} /> **OpenTable**     | Restaurant reservation platform |
| <img src="https://www.yelp.com/favicon.ico" width="16" style={{display: "inline", marginRight: "8px"}} /> **Yelp**               | Local business reviews          |
| <img src="https://www.tripadvisor.com/favicon.ico" width="16" style={{display: "inline", marginRight: "8px"}} /> **TripAdvisor** | Travel and restaurant reviews   |
| <img src="https://www.facebook.com/favicon.ico" width="16" style={{display: "inline", marginRight: "8px"}} /> **Facebook**       | Facebook page reviews           |
| **SquareMeal**                                                                                                                   | UK restaurant guide             |

### Setting Up Smart Reviews

1. Go to **Settings** → **Feedback**
2. Under **Review Links**, click **Add Link**
3. Select the platform
4. Paste your review page URL
5. Save changes

<Tip>
  To find your Google review link, search for your business on Google, click "Write a review", and copy the URL from your browser.
</Tip>

## Detailed Feedback Questions

For deeper insights, you can enable additional rating questions. When enabled, customers rate these categories separately:

* **Food** - Quality and taste of the food
* **Service** - Staff attentiveness and friendliness
* **Atmosphere** - Ambiance and environment
* **Value for money** - Whether pricing feels fair

These sub-ratings help identify specific areas for improvement.

## When Feedback Is Requested

### After Orders

For dine-in orders, customers see a "Review your order" button on the order status page. This appears when:

* The order is complete
* Order reviews are enabled
* The order wasn't paid via Pay at Table
* No review has been submitted yet

### After Bill Payments

For Pay at Table payments, a review modal appears automatically after successful payment. Customers can:

* Submit their rating immediately
* Dismiss the modal (if allowed in settings)

## Viewing Feedback

Access all customer feedback from your dashboard:

1. Go to **Feedback** in the main menu
2. View ratings, comments, and trends
3. Filter by date range, rating, or order type
4. Export feedback data for analysis

## Webhooks

Receive real-time notifications when customers submit feedback:

| Event                  | Description                                               |
| ---------------------- | --------------------------------------------------------- |
| `order.rating.updated` | Triggered when a customer submits or updates their rating |

The webhook payload includes the star rating, comments, and any detailed ratings submitted.

See [Webhook Events](/developers/webhooks/webhook-events) for payload details.

## Best Practices

<CardGroup cols={2}>
  <Card title="Respond to Feedback" icon="reply">
    Follow up with unhappy customers to resolve issues and show you care
  </Card>

  <Card title="Track Trends" icon="chart-line">
    Monitor ratings over time to measure improvement efforts
  </Card>

  <Card title="Share Positive Reviews" icon="share">
    Feature great feedback on social media and your website
  </Card>

  <Card title="Train Your Team" icon="users">
    Use specific feedback to guide staff training
  </Card>
</CardGroup>

## Related

<CardGroup cols={2}>
  <Card title="Promotional Banners" icon="rectangle-ad" href="/guides/marketing/promotional-banners">
    Promote your store with banners
  </Card>

  <Card title="Stories" icon="circle-play" href="/guides/marketing/stories">
    Engage customers with stories
  </Card>
</CardGroup>