Order Ratings Explained

Order ratings allow you to collect feedback from your customers and respond to any issues in a timely manner. Ratings are done on a 1-5 scale (with 5 being the best), and there’s an optional comments field for customers who would like to provide additional feedback. 

It’s worth noting that these ratings aren’t published anywhere on your Direct Ordering site – it’s purely a way for you to gather feedback from your customers in real-time. i.e. these ratings are not public like the Yelp or Google ratings that are seen by other customers.

When a rating is submitted by a customer, your team will receive an email with the rating and any additional feedback provided by the customer. 

How Order Ratings Work

Participating in automated Order Rating emails to your customers is optional, but you can collect ratings from your customers in real-time if you choose to. Direct Ordering can send an automated follow-up email to your customer a certain number of hours after an order is delivered or picked up. You get to choose the number of hours, and this choice can be different for Online Ordering orders versus Catering orders. Your brand’s version of this email will reflect your brand’s aesthetic (just like your customer confirmation emails), and you can customize the email content and the 'star' icons themselves.

Setting up Order Ratings

To turn on order ratings:

1. In your Direct Ordering Admin Panel

2. Go to Settings > in the Communications section > go to Order Ratings

3. Customize your desired fields, adding any CC or BCC recipients from your internal team that you'd like to receive these notifications (comma-separated, if multiple). 

4. Enter your desired number of hours into the OLO Hours After and Catering Hours After fields, which will be the number of hours Direct Ordering will wait to send the automated Order Rating email to your customers.

   1. Direct Ordering offers the flexibility to send Rating emails selectively for one order type, such as Catering, while excluding the other, Online Ordering. This can be achieved by entering "0" in the hours field of the order type you wish to omit. To ensure the emails are automatically sent, you must enter a number other than zero.

   2. Furthermore, you can establish different hour parameters for Online Ordering versus Catering orders. For instance, in a scenario where a customer is hosting a major Catering event, you have the option to delay the automated Rating email by 24 hours, allowing them ample time and space to enjoy their event before they are asked to assess its success.

5. Finally, check the "Include location recipients on customer responses" checkbox if you'd like your Store-specific Confirmation Email list to be notified every time a customer submits a Rating response. 
   > Note: To view which email addresses are already included in your Confirmation Email list, please review this related article:  Store-specific Email Recipients 

Customizing your Order Ratings Icons

1. In your Direct Ordering Admin Panel

2. Go to Settings > in the Communications section > go to Order Ratings

3. In the left navigation > select Icons

4. Upload both an Empty and a Full icon. 
   > The Empty icon is what arrives in the customer's email initially before they submit their rating:

   

> The Full icon is what the icon changes to once it's selected:

> Note: If you don't want to submit custom rating icons, default stars will be added for you when you submit the page.

Once this setting is turned on and customers start rating orders, you’ll receive email notifications when ratings are submitted

Access your Order Ratings Report

1. In your Direct Ordering Admin Panel

2. Go to Reporting > Order Ratings

3. Set the dates you'd like to review. 

4. Click Download CSV

5. Once the report has populated on the Downloads screen, use the Download File link to download your CSV.  

Here is a sample report of the data you can expect to find in your Order Ratings Report:

Here is where you can find the Order Ratings report in your dashboard:

How a Customer Experiences Order Ratings