Feedback & Reviews Pro
Read every customer review, track your average rating over time, identify recurring complaints, display and share your restaurant's feedback QR code, and use the trend chart to measure whether your service improvements are working.
How the Feedback System Works
Unavakam's feedback system is a closed-loop collection and analysis tool. Every restaurant gets a unique feedback QR code that links to a simple, mobile-optimised form where customers can leave a star rating (1â5) and a written comment. You print this QR code and place it on dining tables, at the counter, on bills, or share it digitally on WhatsApp, Instagram, or Google Business Profile. Customers scan it on their personal phone â no app download required, no login, no friction â and submit their rating in under 30 seconds.
All submitted feedback flows into the Feedback screen in your Admin Panel in real time. You can see the individual reviews, the overall average rating, how many reviews have been received, and how your rating has trended over recent weeks. The trend data is particularly valuable â a rising trend tells you that the changes you've been making (new chef, improved service training, menu revamp) are working. A declining trend is an early warning signal to investigate before the problem compounds.
Understanding the Rating Summary
At the top of the Feedback screen, a large summary card shows your overall average rating as a number (e.g. 4.3 out of 5) alongside a star graphic representation. Below this, the total number of reviews is shown. This is your restaurant's "reputation score" â the single most important number in the feedback system. When you're just starting to collect feedback, this number may fluctuate wildly with only a few reviews. As you accumulate 50, 100, and eventually hundreds of reviews, the average stabilises and becomes a meaningful, reliable signal.
Many owners make the mistake of focusing only on the star number. The more actionable data is in the written comments. A 3-star review with no comment tells you a customer was unsatisfied but gives you nothing to act on. A 3-star review that says "food was good but the service was extremely slow â waited 45 minutes for our food to arrive" gives you a specific, addressable problem: kitchen speed. Prioritise reading and acting on the written comments, especially the critical ones.
Using the Rating Trend Chart
The Rating Trend chart shows your average weekly rating plotted over the last 12 weeks (configurable). Each data point represents the average of all reviews received in that calendar week. Looking at this chart tells you not just where you stand today, but whether you're improving or declining over time â which no single snapshot number can tell you.
Here's how to read trend patterns:
- Consistently flat at 4.5+: Your operations are stable and customers are happy. Continue what you're doing.
- Gradual upward trend: Your improvements are working. Service training, menu changes, or staffing adjustments are having a positive effect on customer perception.
- Sharp drop in a specific week: Something happened that week. Check the individual reviews from that week's reviews filtered by date. Common causes: a staff member behaving unprofessionally, a kitchen equipment failure that caused long waits, a bad batch of a popular dish, an unusually busy day that overwhelmed your capacity.
- Gradual decline over weeks: A systemic problem is growing. This might be staff fatigue, menu quality creep, cost-cutting measures that are affecting food quality, or a new competitor pulling away your best customers. Investigate the review comments from the declining period for patterns.
The trend chart is most useful when you deliberately use it to measure the impact of specific changes. For example, if you hire a new head chef in Week 8, you can look at the chart from Week 9 onwards to see whether ratings improved. If you start a new staff training program in Week 3, the chart from Week 4+ tells you whether it's having the intended effect on customer satisfaction. This turns the feedback system into a measurement tool for your operational decisions.
Reading and Filtering Reviews
The reviews list below the summary cards shows every piece of feedback in reverse chronological order (newest first). Each review card shows the star rating (1â5 stars with colour coding â red for 1-2, yellow for 3, green for 4-5), the written comment text, and the date and time of submission. The comments are anonymous â no customer name is shown.
The most powerful use of the review list is not reading every single entry one by one, but using the filters strategically to surface patterns:
Filter by Low Ratings to Find Problems
Click the 1 â or 2 â filter to see only critical reviews. Read every single one. Look for recurring themes â if 8 out of 12 one-star reviews mention "long waiting time", that's not bad luck, it's a systemic problem. If 6 reviews mention "rude staff at the counter", you have a specific person to address. Patterns in low ratings are the most actionable intelligence your feedback system provides.
Filter by Date Range to Investigate Specific Periods
If the trend chart shows a drop in ratings during a specific 2-week window, set the date filter to that period and read those reviews in isolation. You may immediately identify the cause â a period when your regular chef was on leave, a week when your kitchen was understaffed, or a weekend when you were far over capacity for a large event.
Filter by High Ratings to Learn What's Working
Don't neglect the 4 and 5 star reviews. Customers who take the time to write a positive comment often mention specific things that delighted them â "the biryani was the best I've had in this city", "the waiter Suresh was incredibly helpful and friendly", "love the ambience and the quick service". These comments tell you what to protect and double down on. If multiple positive reviews mention a specific dish, consider featuring it more prominently on your menu or creating a combo around it.
Your Feedback QR Code
The QR Code panel on the Feedback page displays your restaurant's unique, permanent feedback QR code. This code links to a Unavakam-hosted feedback form that's optimised for mobile â it loads fast, works on any phone without an app, and submits in under 30 seconds. The URL behind the QR code is unique to your restaurant and never changes, so QR codes you print today will still work in two years.
How to Deploy Your QR Code
The key insight about feedback QR codes is that response rates are directly proportional to how visible and accessible you make the code. Here are the highest-impact placements:
- Table tent cards: A small printed card on each table with the QR code and a short message like "How was your meal? Scan to share your feedback." This is the highest-conversion placement because customers see it while still seated after their meal, when their experience is fresh.
- Printed bills: The QR code printed at the bottom of every physical receipt or bill folder. Customers look at the bill closely anyway â placing the QR code here captures their attention naturally.
- Exit signage: A poster or sign near the exit door. Customers who had a particularly good or bad experience are most motivated to leave a review as they leave.
- WhatsApp/social media: Share the feedback link digitally via WhatsApp Business broadcasts to your regular customer list, or include it in your Instagram bio or Google Business Profile.
Download and Share
Click Download QR to save the QR code as a PNG image. You can then insert it into a Canva or Word document to design a table tent, a poster, or a receipt footer. Click Share to copy the direct feedback URL or open the share sheet for direct sharing via WhatsApp or email.