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Customer Feedback System

An automated feedback system - capture issues early, route to the right team with SLAs, and turn satisfied customers into Google reviews (policy-safe, no gating).

What's coming:

  • •Automated “Is everything OK?” messages (SMS, WhatsApp, email)
  • •Smart routing to the right team or department
  • •SLA tracking with escalation to Duty Manager and GM
  • •Post-stay satisfaction pulse with checkout-day timing
  • •Google review requests (24-48h after checkout, no incentives)
  • •Theme analysis: parking, breakfast, cleanliness, noise trends
  • •GDPR/PECR compliant - service messages with clear opt-out
Get notified when it launchesBrowse available tools

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TWOSQUARES

What is an Automated Feedback System?

An automated feedback system is a tool that proactively collects customer sentiment at key touchpoints (like post-purchase or post-stay). It uses automated triggers (email/SMS) to ask simple questions, categorizing respondents as promoters or detractors in real-time.

Why is Feedback Management Important?

Managing feedback is crucial for reputation management. It allows you to intercept negative experiences privately before they become public bad reviews. Conversely, it empowers you to systematically direct happy customers to public review platforms, boosting your local SEO and social proof.

How to use this System

  • Configure your triggers (e.g., "Send SMS 2 hours after checkout").
  • Set up routing rules (Negative → Duty Manager; Positive → Review Request).
  • Monitor your dashboard for emerging trends (e.g., "Cleanliness scores dropping").
  • Respond to feedback directly from the platform to close the loop.