Loyalist × Up 'n Go
Feedback a guest leaves when they pay at the table comes into Loyalist as a review on their profile, so it reads alongside their visits and whatever they have said on public platforms. Paying is the moment a guest is most likely to answer, which is why this feedback arrives in volume.
How it works
Most guest feedback never gets collected, because asking for it a day later means asking someone who has moved on. Up ‘n Go asks at the moment of payment, while the guest still has their phone in their hand and the meal still in mind. That feedback comes into Loyalist as a review on the guest’s profile, attached to the person who left it wherever their details allow. It then reads next to their visit history and anything they have said on the public platforms, so a quiet complaint at the table and a poor review a week later are recognisable as the same guest twice.
Key benefits
- Feedback given at the table becomes a review on the guest’s profile. What a guest says when they pay is captured as their own rating rather than as an anonymous score in a survey tool, and it lands on the person who said it.
- Paying is when guests actually answer. Feedback asked for at the point of payment gets a response rate that an email the following day does not come close to, which means the picture is built from many guests rather than the few who bother to reply later.
- Private feedback and public reviews sit together. A guest who mentioned something at the table and then wrote about it publicly is one person with one story, and seeing both is what makes the pattern legible instead of looking like two unrelated complaints.
- Unhappy guests can be reached before they write anything. Feedback that arrives while the guest is still identifiable is something a restaurant can act on, whether that means a manager reaching out or holding that guest back from the next promotion.
Frequently asked questions
Does table feedback reach the guest who gave it?
Where their details allow, yes. Feedback arrives with the payment, so there is usually contact detail behind it, which makes this a more reliable match than a public review signed with a display name. Feedback that cannot be resolved to a person still arrives and is still readable.
How does this feedback differ from a review left on Google or Yelp?
Mostly in who sees it and how much of it there is. Feedback at the table is given privately and in far greater volume, so it reads as a running measure of service rather than as the occasional strong opinion that makes it onto a public platform. Both end up on the same guest record.
What can a restaurant do with feedback once it is on a profile?
Treat it as behaviour rather than as a score. A guest whose feedback has slipped across three visits is a specific person a manager can call, and a segment can be built to keep unhappy guests out of a campaign until somebody has spoken to them.
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