Industries

Feedback works differently in every industry

The mechanics are the same everywhere — ask, listen, respond, fix. What changes is the timing, the questions worth asking, and which platform the reviews land on.

When to ask varies more than people expect. A restaurant should ask the same evening or the next morning. A hotel asks after checkout. An e-commerce store asks days after delivery, not after dispatch. A clinic asks after the appointment but before the next reminder. Ask at the wrong moment and even a well-written survey underperforms.

Where reviews live differs too. Hotels care about Booking.com and Tripadvisor. Restaurants care about Google, Zomato and OpenTable. Service businesses care about Google and Facebook. Connecting the platform your customers actually use matters more than connecting all of them.

What “resolved” means is industry-specific. A replacement dish is not a refunded invoice is not a rebooked appointment. The recovery that works in one sector reads as inadequate in another.

The pages here cover the specifics for each industry: the moments worth asking at, the questions that produce usable answers, and the automations most businesses in that sector set up first.

Not sure where to start? The help centre walks through setup regardless of industry, and every automation template lists which sectors it suits.