Every merchant faces a tough week once in a while. Maybe a few incorrect orders slipped through, or delivery delays affected reviews, we understand, it happens! What matters most is how you bounce back. Here’s how to turn low-rating weeks into opportunities for growth (and happier consumers).

1. Review insights with AI Summary

When you need the bigger picture, the AI Summary tool is your best starting point. It scans the past three months of incidents, reviews, and order trends in just a few taps, giving you a quick snapshot of how your business is performing.

With the AI Summary tool, you can:

• Spot recurring issues early (like missing items or long prep times)

• Reduce costly errors before they snowball

• Apply AI-powered tips to improve consumer experience and cut down on compensation costs

It’s like having a business coach that never sleeps, and always spotting trends and helping you level up. Click here to find out more.

2. Analyse feedback with your AI Assistant

Once you’ve reviewed your overall insights, use your AI Assistant to dig deeper and act fast. Get instant answers to your sales performance, marketing results, and consumer feedback, all in one chat. You can even take quick actions like adding new menu items or updating store hours directly through your AI Assistant.

Try asking prompts like:

• “What were my top complaints last week?”

• “How have my order ratings changed in the past month?”

• “Show me which dishes had the most cancellations.”

• “Help me improve my menu photos.”

• “Which items get mentioned most in positive reviews?”

Your AI Assistant helps you connect the dots between feedback and operations, so you can make quick, informed changes. Click here to find out more.

3. Take corrective actions

Once you’ve spotted the root cause, act fast. A few small tweaks can make a big difference.

Here are a few ideas:

• Menu optimisation: Remove underperforming items or refresh descriptions and photos. Click here to learn more at our FREE menu optimisation workshop.

• Staff training: Brief your team on recurring issues (e.g. packaging, timing, accuracy).

• Process checks: Ensure prep and delivery steps are clearly outlined, especially during peak hours.

• Communicate updates: Let consumers know when improvements are made and build trust through transparency.

4. Respond with care

Your replies to reviews matter. They show consumers that you care and are taking action.
Here are a few templates you can adapt:

⭐ For service issues

 “Hi [Name], thank you for your feedback. We’re sorry your experience didn’t meet expectations. We’ve already shared your comments with our team to ensure this doesn’t happen again. We hope to serve you better next time!”

⭐ For incorrect or missing items

 “Hi [Name], we truly apologise for the mix-up with your order. We’re improving our order checks to prevent this in future. Thank you for bringing this to our attention.”

⭐ For delivery-related feedback

 “Hi [Name], thank you for letting us know. While delivery times can sometimes vary, we’ve shared your feedback with our team to improve your next experience.”

Pro Tip: Use AI tools regularly, even when things are going well. They can help you catch early signs of dips, make smarter menu or operational decisions, and keep your store performing at its best.

Low-rating weeks happen, but with the right tools and quick actions, you can bounce back stronger than ever.