After each and every purchase a customer makes in ResQ, we ask for feedback. Once you or the customer have marked the portion as picked up (or at latest on the next day), the feedback request will pop up.
Customer can choose from three options: good, okay, or bad.
When one clicks one of these options, a new window will open. In it, we ask for more details about the experience. Options in this window vary based on the first choice, but for example, in Good view, we ask "What was particularly good?" The options are Size, Prize, Service, Description, and Taste.
Customer can also write additional comments to the field above. These are especially helpful for you receiving the review: with customer feedback, it's way much easier to improve your service and products!
Where can I see them?
All the reviews can be seen in real-time in the Partner app. You only see reviews about your own venue. All the reviews are anonymous, so any details about the customer are not shown. This means that you can't contact the customer. If you, however, feel that you need to pass a message to the customer, you can always write to our customer support and we'll help you to do that! The easiest way to contact us is by using the chat in the app (Menu -Help & feedback).
In your Insights page, you can see all the reviews from last two months. In the listing, there's the date of the purchase, product(s), rating, and possible additional feedback from the customer.
ResQ Club staff also reads part of the reviews as quality control. However, as we receive thousands of reviews every day, we do not read all of them. All the Problem reports, which you can also see in your Insights page, we do read.
Rarely something goes wrong with ResQ offers, but sometimes a situation might arise where a customer receives a wrong item or her purchase is not available at all, or the venue is closed when she arrives to pick up her food.
For these rare cases, there is a problem report in the app. It can be found in the customer's receipt (Menu → My orders → choose receipt → "Problems with this order?")
These problem reports go in real-time to your partner app, but also to ResQ customer support. We read all of them through, and if needed ask for additional information about the situation. We can also make a refund, give free credits, be kind, or do whatever it takes to fix the problem.