GrabaTable

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Requesting Reviews

Learn how to encourage customers to leave reviews while following best practices and platform guidelines.

Automatic Review Requests

Configure in Global Settings > Reservation Settings:

  • Enable review requests: On/off
  • Timing: Send X hours after completion
  • Reminder: Send follow-up if no response
  • Incentive mention: Optionally mention rewards

Screenshot Placeholder: Review request settings

Optimal Timing

Best practices for review timing:

  • 24-48 hours: Best response rate
  • Too soon: Guest may still be traveling
  • Too late: Experience not fresh in memory
  • Reminder: 5-7 days after initial request
Send review requests 24-48 hours after dining for best response rates.

Email Configuration

Customize the review request email:

  1. Go to Settings > Email Templates > Review Request
  2. Customize subject line
  3. Edit email body
  4. Preview and test
  5. Save changes

Manual Review Requests

Request reviews manually:

  1. Go to completed reservations
  2. Select reservation(s)
  3. Click "Request Review"
  4. Email sent to customer

Screenshot Placeholder: Manual review request

When to Use Manual Requests

Send manual requests for:

  • VIP customers
  • Special occasions
  • Exceptional experiences
  • Follow-up after issue resolution
  • High-value repeat customers

Review Request Email

Email Components

Customizable email includes:

  • Thank you message
  • Direct link to review form
  • Star rating buttons
  • Estimated time (2-3 minutes)
  • Option to decline

Screenshot Placeholder: Review request email

Personalization

Include dynamic fields:

  • Customer name
  • Visit date
  • Venue name
  • Specific details (e.g., celebration)

Customer Review Process

How Customers Leave Reviews

  1. Receive review request email
  2. Click review link
  3. Rate on 5-star scale
  4. Write detailed review (optional)
  5. Upload photos (optional)
  6. Submit anonymously or with name
  7. Receive confirmation

Screenshot Placeholder: Customer review form

Review Guidelines for Customers

Customers are asked to:

  • Be honest and fair
  • Focus on their experience
  • Avoid offensive language
  • Stay relevant to the venue
  • Respect privacy of staff and guests

Incentivizing Reviews

Allowed Incentives

You can offer:

  • Entry into prize draws
  • Discount on next visit
  • Loyalty points
  • Small complimentary items
Never offer incentives conditional on positive reviews. This violates review policies.

How to Offer Incentives

  1. Mention incentive in review request
  2. Make it available to all reviewers
  3. Don't require specific rating
  4. Fulfill promises promptly
  5. Track redemption

Example language:

"As a thank you for your feedback, we'll add 50 loyalty points to your account when you complete your review."

Not Allowed

Do not:

  • Pay for reviews
  • Offer incentives only for 5-star reviews
  • Require reviews for service
  • Penalize negative reviews
  • Request removal of negative reviews

Best Practices

Maximizing Response Rates

Do's: ✓ Send requests at optimal times ✓ Keep emails concise ✓ Make review process easy (one-click) ✓ Thank customers for their feedback ✓ Respond to reviews promptly ✓ Show appreciation for reviewers

Don'ts: ✗ Send multiple requests for same visit ✗ Request only from happy customers ✗ Make review process complicated ✗ Pressure customers ✗ Send requests too frequently

Request Frequency

Set limits per customer:

  • Per visit: One request per reservation
  • Overall: Max one request every 30 days
  • Unsubscribe: Honor opt-out requests
  • Reminders: Max one reminder per request

Managing Opt-Outs

Unsubscribe Handling

Customers can opt out of review requests:

  • Click unsubscribe link in email
  • Automatically added to suppression list
  • No further review requests sent
  • Can re-subscribe anytime

Suppression List

View and manage in Settings > Email Suppression:

  • View opted-out customers
  • Manually add/remove emails
  • Export suppression list
  • Respects global unsubscribes

Screenshot Placeholder: Email suppression list

Review Request Templates

Template Types

Create templates for:

  • Standard visit: Regular dining experience
  • Special occasion: Birthday, anniversary
  • Issue resolution: After resolving complaint
  • VIP guest: High-value customers
  • First-time diner: New customer follow-up

Creating Templates

  1. Go to Settings > Email Templates
  2. Click "New Review Request Template"
  3. Name template
  4. Write subject and body
  5. Add variables
  6. Save template

Screenshot Placeholder: Review request templates

Template Variables

Use dynamic fields:

  • {customer_name} - Guest's first name
  • {venue_name} - Your venue name
  • {visit_date} - Date they dined
  • {party_size} - Number of guests
  • {special_occasion} - If noted

Multi-Venue Review Requests

If managing multiple venues:

Venue-Specific Settings

Configure separately:

  • Review request timing per venue
  • Different email templates
  • Separate incentive programs
  • Venue-specific branding

Unified Management

  • View all review requests across venues
  • Track response rates by venue
  • Compare performance
  • Share successful templates

Tracking Performance

Monitor request performance:

  • Sent: Number of requests sent
  • Opened: Email open rate
  • Clicked: Link click rate
  • Completed: Reviews submitted
  • Response rate: Percentage completing review

Screenshot Placeholder: Request performance metrics

Optimization Tips

Improve response rates by:

  • Testing different send times
  • A/B testing subject lines
  • Simplifying review process
  • Personalizing messages
  • Following up on great experiences

Next Steps

Need Help?

If you need assistance setting up review requests or have questions about incentives, contact our support team at [email protected] or via WhatsApp.

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