Guest Feedback Survey – How It Works and How to Use It

Why This Matters

Your Guest Feedback Survey is one of the simplest but most powerful tools in your REBEL ONE system. It helps you:

• Capture guest sentiment instantly with a QR code.

• Encourage 5-star guests to leave a public Google review.

• Privately collect less than 5-Star feedback so you can recover unhappy guests before they disappear.

This isn’t about chasing stars—it’s about protecting your reputation and building long-term guest loyalty.

How It Works (Behind the Scenes)

1. Guest scans the QR code (on a receipt, table tent, menu, or takeout bag).

2. They fill out a short survey: name, contact info, experience rating( 1-5 Stars), and a comment.

3. Your automation takes over:

   • 5 stars → Guest is invited to leave a Google review. You get an internal alert.

   • 4 stars → Guest gets a friendly message: “What could we have done better to earn a 5?” You’re notified if they reply.

   • 1–3 stars → Guest receives a recovery message (apology + invitation to share details). You’re alerted right away so you can follow up.

Every response is logged under the guest’s contact record, so you always know what happened and can take action quickly.

How to Use It (Day to Day)

1. Share the Survey

• Post or print the QR code where guests will see it: menus, table tents, takeout bags, or signage at checkout.

• Encourage staff to say:
  “We’d love your feedback—just scan this QR code and let us know how we did!”

2. Watch Your Alerts

• Conversations tab: All survey submissions appear here instantly (free, always on).

• You’ll also see emails or SMS alerts if you’ve chosen to enable them (available in REBEL ONE).

• Open the message and respond directly if the guest left a comment.

3. Respond the Right Way

• 5 stars → Thank them and keep the energy positive. A short public reply on Google goes a long way.

• 4 stars → Thank them, acknowledge their suggestion, and invite them back. Try to turn a “4” into a “5.”

• 1–3 stars → Reach out fast. Apologize, listen, and offer a remedy. A personal phone call can save a customer for life.

4. Review Results

• On desktop: Sites → Surveys → Submissions

• Filter by rating, date, or keywords.

• Export to CSV if you want to analyze trends.

Best Practices

• Act fast: The quicker you respond, the more likely you’ll win the guest back.

• Personalize: Always use their name and mention something specific when replying.

• Promote reviews: The more 5-star reviews you get, the stronger your reputation becomes.

• Train staff: Have servers or cashiers remind guests to scan the QR code before they leave.

Creating and Using Your QR Code

Your Guest Feedback Survey is already set up inside REBEL ONE and Reputation Accelerator.

The next step is making it easy for your customers to use by creating a unique QR code that links directly to your survey.

Step 1. Generate Your QR Code in REBEL ONE

1. Log into your REBEL ONE or Reputation Accelerator dashboard.

2. From the left-hand menu, click Sites → QR Codes.

3. Click + Create QR Code in the top right.

4. Give it a name like “Guest Feedback Survey”.

5. Select the Survey option.

6. From the dropdown, choose your Reputation Feedback Survey.

7. Customize if you like:

   • Colors (match your brand)

   • Shapes & Frames

   • Add your logo

8. Click Download (choose PNG format).

9. Save the file on your computer — this is your unique QR code that guests will scan.

Step 2. Dress It Up for Guests

The plain QR code works, but presenting it well will get you more scans. Use Canva (free) or any design tool to make it guest-friendly:

• Table Tents / Counter Signs

  • Create a small standing sign for tables or your cash register.

  • Add your logo and a short call-to-action like:
    “Tell us how we did! Scan here to leave quick feedback.”

• Menus or Check Presenters

  • Place the QR code at the bottom of your menu or on a sticker inside your check presenter.

• Takeout & Delivery

  • Print small labels or cards with the QR code and put them on bags, pizza boxes, or delivery containers.

Pro Tip: Always include one line of text so guests know what happens when they scan. Example:

“Scan to share feedback & help us improve.”

Step 3. What to Expect Once It’s Live

• Guests scan → fill out the survey in under a minute.

• You’ll receive instant notifications in your Conversations tab.

• On desktop, you can review all submissions in Sites → Surveys → Submissions.

• Positive reviews get routed to Google; negative ones stay private for recovery.

What Happens When Guests Respond

Your Guest Feedback Survey isn’t just a form — it’s a complete system that automatically routes feedback where it belongs. Here’s what happens behind the scenes every time a guest scans your QR code and submits:

⭐ 5-Star Responses (Excellent)

• The guest is immediately invited to leave a Google Review (via link in SMS/email).

• You get an internal notification letting you know you just earned a great score.

• Their contact record is tagged as “5-Star Review” for future marketing or VIP offers.

What You Should Do:

• Thank the guest with a short, personal public reply on Google.

• Use their name and be specific if possible (e.g., “Thanks, Sarah! Glad you enjoyed the brisket—we’ll see you again soon.”).

⭐ 4-Star Responses (Good, but not great)

• The guest receives an automatic message:
  “Thanks for your feedback! What could we have done better to earn a 5?”

• If they reply within 24 hours, you’ll get notified so you can continue the conversation.

• Their contact record is tagged as a “4-Star Guest.”

What You Should Do:

• Personally follow up — a quick call or text can often turn a 4 into a 5.

• Use this feedback in team meetings to spot areas for improvement.

⭐ 1–3 Star Responses (Fair, Poor, Terrible)

• The guest gets a recovery message (apology + invitation to share more details).

• You are alerted immediately so you can respond quickly.

• Their contact record is tagged as a “Needs Recovery.”

What You Should Do:

• Respond the same day if possible.

• Call the guest directly — listening and offering a remedy (gift card, free meal, personal apology) often saves the relationship.

• Log the issue so your team can prevent it from happening again.

Big Picture:
The system does the heavy lifting — routing good reviews public, bad ones private — but it only works if you act on the alerts quickly.

How to Access and Manage Feedback

Once responses start rolling in, here’s where to find them and how to manage them:

A. Conversations Tab (Mobile or Desktop)

• Go to Conversations in your REBEL ONE / Reputation Accelerator dashboard.

• New survey submissions will pop in automatically, just like a text or chat message.

• You can open the thread and reply directly if the guest left comments.

• This is the fastest way to stay on top of new feedback.

B. Back Office (Desktop) – Full View

• Go to Sites → Surveys → Submissions.

• Here you’ll see every survey submission in a table format.

• You can:

  • Filter by date, rating, or keywords.

  • Export results as a CSV file if you want to track trends over time.

  • Review guest comments side by side with their ratings.

C. Reputation Manager

• Go to Reputation Manager in your dashboard.

• Here you can:

  • See which guests were routed to Google.

  • Monitor your newest reviews as they post.

  • Respond publicly to reviews directly from inside Rebel One.

What You Should Do Daily

• Check Conversations Tab: Keep up with flow of new responses and respond to alerts promptly as needed (3⭐️ or below).

• Review Submissions: Use comments and patterns to coach your team.

  Scan Reputation Manager: Reply to new Google reviews.

Big Picture:
The survey + automation is a listening post for your business. Guests are talking — these tools show you where and how to listen. Respond quickly, use feedback to coach your staff, and celebrate positive reviews publicly.

Managing Your Yelp, Facebook, and Google Reviews

The Reputation Accelerator doesn’t just collect guest surveys — it pulls in reviews from Yelp, Facebook, and Google so you can see everything in one place.

Here’s how it works:

Yelp Reviews

Yelp reviews will appear inside your Reputation Manager dashboard so you can monitor them. When you want to reply, the system will take you directly to the Yelp website or app. That’s where you’ll post your response.

Facebook Reviews

Facebook reviews also feed directly into your dashboard. Unlike Yelp, you can respond to Facebook reviews right inside the REBEL ONE or Reputation Accelerator platform or through the Lead Connector app on your phone— no need to jump between platforms.

Google Reviews

Google reviews work the same way as Facebook. You’ll see them in your dashboard, and you can respond directly inside the platform or through the Lead Connector app.

Pro Tip: Respond to every review — good or bad. Thank happy guests to reinforce loyalty, and handle negative reviews quickly and professionally to show potential customers you care.

Conclusion – Turning Feedback Into Growth

Your Guest Feedback Survey isn’t just about collecting stars — it’s about listening to your guests, protecting your reputation, and driving more business through your doors.

By now you know how to:

• Put your QR code in front of guests so feedback flows in.

• Understand what happens behind the scenes with 5-, 4-, and 1–3-star responses.

• Access results instantly through Conversations, or review them in detail through Surveys → Submissions and Reputation Manager. — Use the app for on-the-fly check in's through out your day.

• Respond quickly and personally when needed to keep happy guests coming back and turn unhappy guests into loyal ones.

The system is built to save you time and keep you competitive — but its real power comes when you act on the feedback. Every response is a chance to improve, every 5-star review strengthens your reputation, and every recovered guest is proof that you care.

Next Step: Print and display your QR code, train your staff to encourage scans, and make it part of your daily routine to check alerts and respond.