Setting Up Customer Order Ratings

Order Ratings Explained

Order ratings collect feedback from customers and allow a restaurant to respond to any issues in a timely manner. Ratings use a 1 to 5 scale, with 5 being the best, and include an optional comments field for customers who want to provide additional feedback.

These ratings are not published anywhere on the Direct Ordering site. They are purely a way to gather customer feedback in real time, and are not public like the Yelp or Google ratings that other customers see.

When a customer submits a rating, the internal team receives an email with the rating and any additional feedback provided.

How Order Ratings Work

Participating in automated Order Rating emails is optional. When enabled, Direct Ordering sends an automated follow-up email to the customer a set number of hours after an order is delivered or picked up. The number of hours is configurable and can differ for Online Ordering orders versus Catering orders. The rating email reflects the same design as the customer confirmation emails, and both the email content and the star icons can be customized.

Setting Up Order Ratings

To turn on order ratings:

1. Log into the Direct Ordering Admin Panel.
2. Go to Settings, and in the Communications section, go to Order Ratings.
3. Customize the desired fields, adding any CC or BCC recipients from the internal team that should receive these notifications (comma-separated, if multiple).
4. Enter the desired number of hours into the OLO Hours After and Catering Hours After fields. This is the number of hours Direct Ordering waits before sending the automated Order Rating email to the customer.

Direct Ordering offers the flexibility to send rating emails selectively for one order type, such as Catering, while excluding the other, Online Ordering. This is done by entering "0" in the hours field of the order type to omit. To ensure the emails are sent automatically, enter a number other than zero.

Different hour parameters can also be set for Online Ordering versus Catering orders. For example, when a customer is hosting a major catering event, the automated rating email can be delayed by 24 hours, allowing ample time to enjoy the event before being asked to assess its success.

Customizing the Order Ratings Icons

The Full icon is what the icon changes to once it is selected.

Once this setting is enabled and customers begin rating orders, email notifications are received whenever ratings are submitted.

Accessing the Order Ratings Report

1. Log into the Direct Ordering Admin Panel.
2. Go to Reporting, then Order Ratings.
3. Set the dates to review.
4. Click Download CSV.
5. Once the report populates on the Downloads screen, use the Download File link to download the CSV.

The following is a sample of the data found in the Order Ratings Report:

The location of the Order Ratings report in the dashboard is shown below:

How a Customer Experiences Order Ratings