Digital Employee · Feedback and complaints
Reputation
Puts your guests' serious complaints in a person's hands.
Reads your guests' surveys, flags every serious complaint and looks after the conversation after the visit.
- CoverManager surveys
The problem
Your guests' complaints arrive, but they sit where nobody opens them.
If a location's surveys stop arriving, nobody notices until much later. And a serious complaint buried among everything else gets read late, or not at all.
What it does
It reads each location's satisfaction surveys and classifies every guest: promoter, neutral, detractor or no rating. Every serious complaint reaches your team as soon as the survey comes in, and customer care gets the daily detractor summary. After the visit it prepares the message that asks how it went and invites everyone alike to share it in a review; if something went wrong, it prepares an apology and passes the case to your team. A person approves every message before it's sent.
Its job, point by point
- Reads each location's satisfaction surveys, in CoverManager or HIRO Booking
- Classifies every guest: promoter, neutral, detractor or no rating
- Flags every serious complaint as soon as the survey arrives
- Checks that surveys keep arriving at every location
- Sends customer care the daily detractor summary
- Prepares the after-visit message and invites everyone alike to leave a review
- If something went wrong, prepares an apology and passes the case to your team
- Follows up with the unhappy guest until they're won back
With your team
Your team knows every day which guest to call. In a serious complaint, Reputation doesn't write to the guest: a person from your team calls them.
What it doesn't do
It doesn't read or reply to Google or TripAdvisor reviews.
It doesn't offer anything in exchange for a review, or choose whom to invite by their rating.
In a serious complaint it doesn't write to the guest: a person from your team calls them.
It doesn't send the survey: your booking engine does.
HIRO Platform
In HIRO Platform
What you see of this Employee in HIRO Platform.
- The Surveys tab: how surveys arrive at each location, and an alert when one stops receiving them.
- The last 30 days at a glance: surveys, average rating, promoters and detractors.
- Serious complaints from the last 7 days, with the guest's profile, the visit, the survey comment and the booking note.
- Every survey, filtered by label and location.
- The inbox: every serious complaint as a card to handle, and after-visit messages waiting for approval.
- Each location's review link and Reputation's activity, step by step.
- The daily detractor summary by email, to the recipients you choose.
Frequently asked questions
What is Reputation?
It's HIRO's digital Employee for your guests' feedback. It reads satisfaction surveys, alerts your team to every serious complaint and prepares the after-visit message.Do I need CoverManager?
Not necessarily. It works with CoverManager surveys or with HIRO Booking, HIRO's booking engine.Does it invite guests to leave reviews?
Yes, everyone alike. After the visit it prepares a message that asks how it went and invites the guest to share it in a review, regardless of their rating; a person approves it before it's sent.Does it reply to Google or TripAdvisor reviews?
No. It works with satisfaction surveys and the after-visit message; it doesn't read or reply to public reviews.Can the AI hide a complaint?
No. A rating of 2 or less is always flagged; the AI can only raise severity, never lower it or remove a complaint.What happens with a guest who had a bad experience?
Reputation alerts your team as soon as their survey arrives and prepares an apology with no review link. In a serious complaint, a person from your team calls the guest.
Let's talk about your restaurant.
Tell us how you work. We review your case and David gets in touch with you.