Guest Feedback
Capture, analyze, and act on guest feedback in real-time. QR code collection, sentiment analysis, and automatic routing to the right teams for resolution.
Key Features
QR Code Collection
Generate location-specific QR codes for easy guest feedback submission.
Rating System
Collect 1-5 star ratings with category-specific feedback options.
Sentiment Analysis
AI-powered sentiment scoring to identify positive and negative trends.
Real-Time Alerts
Instant notifications for low ratings requiring immediate attention.
Work Order Integration
Create maintenance work orders directly from equipment-related feedback.
Trend Analysis
Track satisfaction trends over time by location, category, and staff.
Feedback Categories
Feedback is categorized to enable routing to the appropriate teams and meaningful trend analysis. Categories can be customized per organization.
Game Issue
Problems with arcade games or attractions
Cleanliness
Facility cleanliness concerns
Staff
Team member interactions (positive or negative)
Food
Food quality, service, or availability
Wait Time
Long waits at attractions or service areas
Party
Event/party-specific feedback
Safety
Safety concerns requiring attention
Other
General comments and suggestions
Feedback Collection Flow
Guest Scans QR
Location-specific QR codes at tables, attractions, or receipts
Rate & Categorize
1-5 star rating with optional category selection
Add Details
Free-text comments with optional contact info
Auto-Route
System routes to managers, creates alerts for low scores
Respond & Resolve
Team addresses feedback, optionally contacts guest
Sentiment Analysis
BeTS analyzes feedback text to determine sentiment, helping identify issues that ratings alone might miss.
Positive
Recognition, praise, satisfaction
Neutral
Suggestions, questions, mixed
Negative
Complaints, frustration, issues
SLA & Response Tracking
Response Time SLA
Configure target response times by rating level. Low ratings (1-2 stars) can have shorter SLAs for urgent follow-up.
Escalation
Automatic escalation to managers or regional directors when SLAs are at risk or feedback requires senior attention.
Work Order Integration
Feedback related to equipment issues (Game Issue category) can be converted directly into maintenance work orders, ensuring guest-reported problems are tracked and resolved.
One-Click Work Order
- Feedback details pre-populate work order description
- Link to specific game or asset if mentioned
- Set priority based on feedback severity
- Track resolution back to original feedback
Analytics Dashboard
Average Rating
Overall satisfaction score with trends
Category Breakdown
Distribution of feedback by type
Response Rate
Percentage of feedback responded to
SLA Compliance
On-time response percentage
Location Comparison
Benchmark locations against each other
Word Cloud
Common themes from feedback text