You find out your rating dropped from a friend
Someone mentions that your score on one of the apps has slipped. You log in and see a run of low ratings from the last fortnight. Comments mention soggy chips and long waits. You look at the other apps. One is fine. One you have not checked since spring. Google has a new one-star review from a customer who ordered through an app and blames you for the rider.
You would have fixed the chips in a day if you had known. The fryer was playing up, or a new starter was bagging chips too early. But nobody saw the feedback while it was happening, because it sits in four places and nobody's job is to read them.
Why feedback gets missed
Each delivery app shows ratings in its partner portal, with its own layout and its own rules about which comments you can see. Google reviews live in your business profile. None of them notify you in a way that fits into a takeaway's day, and logging into each one is a job that slides every week.
Even when someone reads them, the comments are hard to act on. A rating on an app often cannot be tied back to the exact order, so you cannot see what was in it, when it went out or who packed it. Individual complaints look like bad luck. The pattern, the same dish, the same night, the same problem, only shows when you put everything together.
The price of feedback nobody reads
| Missed signal | What follows |
|---|---|
| A dish getting repeated complaints | More bad ratings until someone notices |
| Slow nights showing in comments | Ranking on the app slips |
| Google reviews left unanswered | New customers see complaints with no reply |
| Rider issues blamed on you | Your rating carries problems outside your kitchen |
| Praise for particular dishes | Your best sellers never promoted |
Ratings also shape how the apps show you to new customers, so a fortnight of unnoticed problems can affect orders for much longer than the problem itself.
One feedback feed across every app
- We collect ratings and comments from each delivery app through its partner reporting where that is available to you, or from exports, and reviews from your Google Business Profile through its interface.
- Each piece of feedback is stored with its source, date, score and text, and linked to its order where the app provides an order reference.
- Comments are sorted into themes such as temperature, portion, missing item, lateness and rider, using a language model such as OpenAI or Anthropic Claude to read them, with the theme shown so you can correct it.
- An alert goes to your phone when a low rating arrives, or when a theme repeats within a short period, such as three cold-food comments in one evening.
- Google reviews can be answered from the same screen, with a suggested reply you edit before it is posted. App responses follow each app's own rules.
- A weekly summary shows scores by app, the top themes and the dishes mentioned most, good and bad.
What each app shares with partners changes from time to time. We build around what your accounts actually expose and tell you where a gap remains.
A week with every review in one place
On Wednesday your phone shows two cold-chips comments within an hour. You check the fryer and it is running low. It is fixed before the weekend. On Monday the summary shows your new lamb dish getting praise on two apps, so you move it higher on the menu. The Google review from the unhappy app customer gets a polite reply the same day.
- Every rating and review in one feed
- Problems spotted the same night, not weeks later
- Complaints grouped by theme and dish
- Replies to Google reviews without logging into another portal
Are your ratings getting away from you?
- You have not looked at one of your apps' ratings in weeks.
- You learn about a ratings drop after it has happened.
- Google reviews go unanswered.
- You cannot link a bad rating to the order it came from.
- You do not know which dishes customers praise most.