Customer feedback is your early-warning system. It tells you what’s working, what’s slipping, and where your operation needs attention before it turns into a negative review.
According to a 2023 Qualtrics report, companies that actively gather and respond to customer feedback see double the customer retention of those that don’t. And in the restaurant world, retention turns directly into repeat orders and word-of-mouth referrals.
What Questions Should You Be Asking?
Generic survey templates waste questions collecting basic order details. With FoodTec surveys, you never have to ask customers how they ordered or what they ordered — the system already knows through your integrated POS, online ordering, and loyalty programs.
That means every question in your survey can focus on quality, accuracy, speed, and service. *The surveys and charts below are from sample FoodTec data.
Focus on short, operational questions that give managers clear, actionable feedback without overwhelming the guest. Most customers should finish the survey in under a minute.
Item-Level Satisfaction
Because FoodTec knows exactly which items were in the order, the survey automatically asks customers to rate each one individually.
Each item can receive its own 1 to 5 rating.
This is where operators gain insight that most third-party survey tools cannot provide. Instead of only learning that “the order was okay,” you learn whether specific menu items consistently perform well or fall short. Combined with tools like inventory optimization and kitchen systems, you can quickly spot if a recipe, prep step, or holding practice needs attention.
How Pizzerias Use Customer Feedback to Improve Operations
Here are the problems pizzerias solve with consistent feedback:
Identify Which Part of the Customer Journey Is Slipping
If guests consistently mark orders as “not on time,” operators can immediately investigate whether those delays are happening during prep, routing, or delivery.
Instead of guessing, managers can zero in on the exact part of the process that needs attention.
Catch Food or Prep Issues Before They Become Complaints
Item-level ratings make it obvious if a specific menu item is declining in quality.
If three people in the same week say the fries were cold or a pasta dish was overcooked, operators know it’s not a one-off. They can speak with the kitchen, check holding times, or adjust prep procedures that day. Paired with kitchen systems and inventory optimization, those fixes can be implemented and monitored quickly.
With FoodTec, every survey response includes the order number (pictured above), so you have a chance to win them back before they leave.
Understand Staff Impact on the Guest Experience
When customers say the employee was friendly, accurate, or helpful, that reinforces good habits and highlights strong performers.
If service ratings dip on certain shifts, operators know where extra coaching or staffing adjustments may be needed. Connecting this feedback with your employee management and performance reporting tools makes it easier to coach individuals and recognize top performers.
Identify Patterns in Driver Performance
Customer feedback makes it clear which drivers consistently create a great experience and which ones may need more coaching. When guests repeatedly mention late arrivals, unfriendly interactions, or exceptional service from specific drivers, operators can spot patterns they would never see from delivery times alone.
This helps managers address issues early, reward strong performers, and ensure the last mile of the order consistently reflects well on the restaurant. Tying this feedback into your delivery monitoring and performance reporting tools gives you a complete picture of driver performance.
Spot Trends Across Busy Times
Feedback helps operators understand how the restaurant performs during peak hours versus slower periods.
If accuracy slips every Friday evening or delivery times stretch on rainy nights, managers can plan staffing around those patterns. With integrated performance reporting and kitchen systems, you can see how changes in labor, prep, or routing impact guest satisfaction over time.
How Should You Send Feedback Requests?
Email is the most effective channel for timely feedback. FoodTec automatically sends surveys after the order, when the experience is still top of mind. For guests using your online ordering site or loyalty programs, that request can be triggered automatically as part of their digital journey.
For dine-in or call-in orders, many restaurants also print survey codes on receipts so customers can respond later.
Consistency matters more than the method. The goal is to capture feedback while it is still relevant.
Can Feedback Really Help Sales?
Absolutely.
The more you listen, the easier it becomes to:
- Fine-tune menu items
- Improve packaging
- Adjust delivery staffing
- Promote the deals customers already love
Customers who feel heard reorder more often — and one small operational fix can easily pay for itself in repeat business.
Even if the feedback is negative from a customer, asking for feedback keeps them from leaving, and you may even win back their business.
How Much Do Restaurants Normally Spend on Survey Tools?
Across the industry, operators typically pay:
- $50–$200/month for basic survey platforms
- $300–$1,200/month for tools with analytics or employee-level insights
- Extra per-location fees for chains
All FoodTec customers get this entire feedback ecosystem — surveys, comments, order-level visibility, staff-linked ratings, and trend insights — built directly into the POS and connected to modules like online ordering, loyalty programs, delivery monitoring, inventory optimization, kitchen systems, and performance reporting.
Final Thoughts
The best time to ask for feedback is right after the order. The best way to use that feedback is to bring it into your daily operations.
With FoodTec Solutions, every customer gets access to these survey tools and insights, fully integrated with your POS, your orders, your employee management, and your performance reporting — no additional software needed.
Want to make the most of your customer feedback?