How restaurants and delivery services can collect guest feedback by phone: 3 questions
Sado AI team · · 4 min read
In short
To learn what a restaurant guest thought, call the next day and ask three questions: a score from 1 to 5, what they liked most, and one thing to improve. Call only guests who booked or ordered, ask permission first and keep it under two minutes. Apologise to a guest who gives a low score and promise a manager’s call; invite a happy guest to leave a map review, without pressure. Count the answers weekly: a complaint that repeats is a job for the kitchen and the floor.
What a feedback call gives you
Few people write reviews on Instagram. Most unhappy guests say nothing; they just don’t come back. A two-minute call the next day tells you in time that the plov arrived cold, the waiter was slow or the hall was noisy. And the guest sees that someone cares.
Don’t use this call to push a promotion or a new dish. The guest should believe you really want their opinion: ask, listen, thank them. Save offers for another call.
Whom to call, and when
- Only guests who booked or ordered: you have their number from that order.
- The next day, between 11:00 and 20:00. Avoid lunch and dinner time and Friday prayers.
- Not every time: for example, no more than once a month per guest.
- A guest who has already called to complain gets a call from the manager, not a survey.
- A guest who says “don’t call” comes off the list for good.
The call: 3 questions
- Greet and ask permission: “You ordered from us yesterday. Do you have two minutes? We’d like your opinion.”
- Score: “From 1 to 5, how would you rate it?”
- Best part: “What did you like most?”
- One fix: “If we could improve one thing, what would it be?”
- Thank them and close. The next step depends on the score; see the table below.
Sample call: cold plov
Sado: Assalomu alaykum, this is Malika from Qozon Ota delivery. You ordered plov from us yesterday. Do you have two minutes?
Caller: Yes, go ahead.
Sado: From 1 to 5, how would you rate it?
Caller: Three. The plov was tasty, but it came cold.
Sado: I’m sorry, I’ll make sure that’s noted. Would it be all right if our manager called you tomorrow?
Caller: Okay, in the afternoon.
Sado: Fine, he’ll call tomorrow afternoon. Thank you for your feedback!
What to do with the answers
| Score | Next step |
|---|---|
| 5 | Thank them and invite a map review, without pressure |
| 4 | Note what was missing |
| 1–3 | Apologise, note the reason; a manager calls within a day |
| No answer | Try once more, then let it go |
Each week look at two numbers: the average score and the share of 1–3 scores. More important still is the most frequent reason. Discuss it with the chef and floor manager, and once it’s fixed, call back the guest who complained.
Handing the survey to an AI operator
Upload yesterday’s guests to the portal’s Auto-calls section as an Excel file, or let your till software send them by API. Sado’s operator talks with each guest live in Uzbek or Russian, asks your three questions and records the answers as separate fields. You set the calling hours and the daily limit: AI outbound calls.
Each conversation’s recording, transcript and short summary are in the portal, and results download to Excel. You can ask the portal assistant, Yordamchi: “Who scored us below three this week?” For example, 30 two-minute surveys a day cost 60 × 800 = 48,000 so‘m. For delivery too: AI operator for delivery. Try it live or call 78 778 01 23.
Questions
Don’t guests find these calls annoying?
Rarely, if the call is short, permission is asked and it isn’t repeated often. If a guest has no time, thank them and end the call. A number that says “don’t call” isn’t called again.
Isn’t an SMS or Telegram survey enough?
Fewer people answer those, and you can’t hear the tone of voice. You can use both: calls for recent guests, a survey for the rest.
May we ask happy guests for a review?
Yes, invite them politely and send the link. Never offer money or discounts for reviews, and never write reviews in a guest’s name.