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Know what happened after the order.

The food was ready. The guest was still waiting. Get private feedback about the handoff, with their words behind it.

Create a guest feedback goal

First 100 customer replies free.

Maple Street KitchenTakeout pickup
How was pickup?
waited ages. my food was ready the whole time
Would a text when it’s ready help?

Let customers know when pickup is ready.

Next test: check how guests learn their order is ready, before assuming the kitchen was slow.

See what they said

Separate kitchen time from handoff time

“waited ages. my food was ready the whole time”

Investigate the ready-to-collect signal.

In the example, the guest was near the door and didn’t hear their name. The reported issue points toward communication at pickup rather than food preparation.

Read other guest experiences and check the actual handoff. A suggested notification is an operational test, not a change that Let Us Know sends or makes automatically.

See what they said

Learn about the experience your team couldn’t see.

A fulfilled order doesn’t tell you whether pickup was clear, an item was missing, or food arrived in good condition after the trip home. Ask about a recent order and follow the detail the guest describes.

Live conversational surveys give guests room to explain through AI follow-up questions. Feedback stays in a private conversation rather than being published as a review.

Start with guests you can appropriately email

  1. 1

    Say what you want to learn

    Shape the goal in a short chat.

  2. 2

    Choose who to ask

    Choose participants, review, and schedule emails.

  3. 3

    See what their replies reveal

    Find themes, read evidence, and ask follow-up questions.

Choose Participants from your permissioned direct-order or loyalty mailing list. Don’t assume access to guest emails from a delivery marketplace. You review the emails and schedule; this prototype doesn’t trigger them from your POS.

Keep the question close to the order

Pickup and waiting

Ask how pickup went, then what happened while they waited. Compare instructions, readiness, and the collection handoff.

Missing or incorrect items

Ask which item was different from what they ordered. Check the order and packing process before treating the whole meal as the issue.

Condition after travel

Ask what the food was like when they opened it. Explore packaging, travel, and the item itself without assuming a single cause.

Ask after the part you want to understand

For pickup, ask once the handoff has happened. For food condition or the meal itself, let the guest experience it first. Choose timing that fits the question, rather than applying one delay to every order.

Start neutrally: “How did pickup go?” If they mention a wait, ask “What happened while you were waiting?” Keep one question at a time so they can tell you what mattered.

This prototype simulates emails and conversations. It doesn’t monitor Google or Yelp reviews, send pickup notifications, or change your POS. Private feedback can inform your decisions without controlling whether a guest leaves a public review.

See how guests open the conversation →

Find the moment that needs attention.

Create a guest feedback goalSee reply-based pricing