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📋 Customer feedback for restaurants

Find out what your diners actually think.
Before it ends up somewhere public.

Spokk collects private feedback from every diner via SMS. Dish ratings, service scores, staff feedback, open comments. All in your dashboard so you can act on it before anyone moves on.

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96%
of unhappy customers never complain directly to the business
source ↗
98%
SMS open rate vs. roughly 20% for email
source ↗
91%
of customers who had a bad experience and were resolved became repeat customers
source ↗
5x
cheaper to retain an existing customer than to acquire a new one
source ↗
Why private feedback first

Yelp and Google show you what went wrong. Spokk tells you before it does.

Think about the last time a table left a little off. Maybe the kitchen was slammed and the food came out slow. Maybe a server was having a rough shift. Maybe the corner table was too loud. Did they tell you? Almost certainly not.

96% of unhappy customers never complain directly to the business. They just leave. Some go home and write a two-star review later. Most just never come back and you never find out why.

Private feedback flips this. Instead of finding out about a problem three weeks later when someone posts it publicly, you find out the night it happened. The diner vents to your inbox instead of Yelp. You can follow up, make it right, and turn a lost customer into a loyal one.

And the diners who had a great time? They're also in your dashboard, telling you exactly what they loved. Those details are genuinely useful. Which dishes are getting mentioned most. Which server is getting name-dropped. Which element of the atmosphere is resonating. Real-time, specific, actionable signal.

This isn't just a nice-to-have. It's operational intelligence. The kind that most restaurants run without entirely, because no one ever built a good system for collecting it.

Without private feedback
  • • Find out about a bad experience when the review is already posted
  • • No idea which dishes are underperforming until you notice sales dropping
  • • Can't tell which staff member had a rough week until tips go down
  • • Silent churn — regulars stop coming and you don't know why
With Spokk feedback
  • • Same-night alerts on poor experiences so you can follow up immediately
  • • Dish-level ratings to inform menu decisions with real data
  • • Individual staff scores updated after every service
  • • The data you need to fix problems before they compound
Three ways to collect feedback

Different diners prefer different formats. Spokk covers all three.

All three form types work 100% in the browser. No app download. Diners just tap the link in their SMS.

📋
Classic
Most popular

Traditional form layout. Emoji or star ratings, dish selection chips, per-dimension scores (food, service, atmosphere, value), and an open-text comment field. Clean, fast, and familiar.

Best for: most restaurants and dining formats
💬
Chat
Highest engagement

Conversational AI interface. Asks questions one at a time in a text-message style. Feels more like a chat than a form. Higher completion rates for mobile-comfortable, younger diners.

Best for: casual dining, younger demographic, fast-casual
🎙️
Voice
Hands-free

The diner speaks their feedback aloud. Spokk transcribes it automatically. No typing, no form. Just talking. Remarkably effective for guests who hate typing or are not mobile-native.

Best for: fine dining, older demographics, accessibility
What you actually learn

Feedback that tells you something useful. Not just a number.

Dish-level ratings
Which menu items are landing and which are consistently disappointing. Updated every service.
Service quality scores
How your team is performing in the eyes of the people they actually served. Not your gut feeling.
Atmosphere feedback
Is the space too loud? Too dark? Too crowded? Diners will tell you if you ask.
Value perception
How diners feel about your price-to-experience ratio. Critical for menu pricing decisions.
Individual staff scores
Per-server, per-bartender, per-host performance breakdowns over time.
Open-text comments
The specific things that made their night or ruined it. Unfiltered. Specific. Actionable.
Service recovery

A complaint in your inbox is worth ten times one on Yelp.

Here's something interesting. When a business successfully resolves a complaint, the customer is often more loyal than someone who never had a problem at all. It sounds counterintuitive. But when someone sees that you actually give a damn and follow through, that creates a stronger connection than smooth sailing from the start.

The challenge for restaurants is getting the complaint in the first place. Most dissatisfied diners quietly leave. They don't want a confrontation. They don't flag the manager. They just don't come back.

Spokk's feedback form gives them the channel. It's low-friction, private, and it clearly signals that someone is actually reading it. When a diner submits feedback that indicates a poor experience, their response lands in your dashboard with a flag so you can see it immediately. You can follow up that night if you want to.

That follow-up, done well, is one of the most effective retention moves a restaurant owner can make. It costs almost nothing and turns a nearly-lost customer into someone who tells their friends about how well the place handled a problem.

Service recovery flow
1
Diner submits feedback with a low rating
Arrives in your Spokk dashboard with a service-recovery flag.
2
You see it in real time
Dashboard notification the same evening, not days later.
3
You reach out directly
A brief, genuine message via SMS or a call. No script needed.
4
Problem resolved, trust rebuilt
Most guests, surprised anyone followed up, become your advocates.
Keep exploring

More guides for restaurants

⭐
Google Reviews
Turn positive feedback into published Google reviews automatically.
📱
SMS Automation
The 4-step SMS sequence that runs post-visit follow-up on autopilot.
🎁
Loyalty Program
QR check-in loyalty rewards that bring diners back on a schedule.
👥
Staff Performance
Track individual server ratings from real diner feedback.
🎥
Testimonials
Video and text testimonials from your happiest regulars.
🔗
Referral Program
Give every regular a referral code and reward them when a friend checks in with it.
FAQ

Frequently asked questions

How does Spokk collect feedback from restaurant customers?

After every diner visit, Spokk automatically sends an SMS with a personal feedback link. The diner taps the link, rates their experience (food, service, atmosphere, value), selects the dishes they had, optionally rates the specific staff member who served them, and leaves any comments. All of this lands in your Spokk dashboard, not on a public review site.

What form types does Spokk offer for restaurant feedback?

Three types. Classic: traditional form with star ratings, dish selection chips, and an open-text field. Chat: conversational interface that feels like a text message exchange, one question at a time. Voice: the diner speaks their feedback aloud and Spokk transcribes it automatically. Voice is particularly useful for older guests or anyone who prefers talking over typing.

Will diners actually respond to a feedback SMS?

SMS has around a 98% open rate compared to roughly 20% for email. And because the feedback form is short (usually under 60 seconds), completion rates are far higher than traditional surveys. The key is timing — Spokk sends the message 2 hours post-visit when the experience is still fresh, which drives significantly higher responses than asking days later.

Can I customize the feedback form with restaurant-specific questions?

Yes. You can add custom questions to your form — things like 'Would you visit us again?', dish-specific ratings, atmosphere questions, or questions about your reservation experience. You can also set up multiple feedback forms if you operate different dining concepts or locations.

How does Spokk handle feedback from unhappy diners?

Feedback from all diners lands in your private Spokk dashboard as a service-recovery note. Diners who had a frustrating experience receive a message inviting them to share more directly with your restaurant, giving them a real channel rather than a dead end. This lets you follow up and fix the issue before it turns into a lost regular.

Can I track feedback by dish or menu item?

Yes. You can add dish selection to your feedback form so diners choose what they ordered. Their ratings and comments are then associated with those specific items. Over time you can see which dishes are consistently getting high or low marks, which is genuinely useful for menu decisions.

Can individual staff members see their own ratings?

That's configurable. Spokk's staff performance view is in your management dashboard by default. You can choose to share individual scores with team members if that fits your culture, or keep it at the manager level only.

How is this different from just reading Yelp or Google reviews?

Public reviews are a lagging indicator and a small sample. You only hear from the very happy and the very unhappy, and by the time they post you've already lost your chance to respond. Spokk's private feedback captures a much broader slice of diners in real time, before anything is posted publicly. You find out about a problem table on Tuesday night, not when the 1-star review lands on Wednesday morning.

Does Spokk support feedback in multiple languages?

Yes. Spokk supports English, Spanish, and French. Diners can select their preferred language, and the form, questions, and AI-generated review draft are all presented in that language.

How is feedback linked to specific customers?

Every feedback link Spokk sends is a verified personal link tied to a specific contact record. You always know exactly who submitted what feedback. There are no anonymous responses, which means you can follow up directly with a diner if needed.

Can I export my feedback data?

Yes. You can export your feedback data from the Spokk dashboard. This is useful for deeper analysis, sharing with management teams, or incorporating into operational reports.

Does Spokk work if my restaurant does not take reservations?

Absolutely. Spokk works with walk-in diners just as well as reservations. Your staff can log any visit manually from the Spokk portal in a few seconds, entering the customer's name and phone number to trigger the automation sequence.

Starter

For solo operators & small teams

$49/month

Billed $588/year

250 customers / month

Unlimited SMS included

  • 250 customers / month
  • 1 manager + 1 staff member
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

Growth

For growing businesses & teams

$82/month

Billed $984/year

500 customers / month

Unlimited SMS included

  • 500 customers / month
  • 2 managers + 2 staff members
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

Pro

For high-volume businesses

$166/month

Billed $1992/year

1,500 customers / month

Unlimited SMS included

  • 1,500 customers / month
  • 3 managers + 5 staff members
  • Unlimited locations
  • Dedicated toll-free SMS number (US & Canada)
  • Full automation sequence
  • AI review response drafts
  • Loyalty & referral programs
  • Feedback forms & QR codes
  • HubSpot integration & API access
  • Buy additional customer top-ups

All plans include a 14-day free trial. No charge until your trial ends. Questions?