Guest Experience — quality control and guest feedback

Guest Experience is a standalone quality control module that, after a confirmed visit, order, booking or other completed operation, collects a private guest rating, stores it in Reven and turns a negative experience into a task for the business. The module is separate from the internal "Support & ideas" section and is not a universal questionnaire.

How the module works

After a suitable event the guest sees a neutral question "How was your visit?" and selects 1 to 5 stars. The rating is saved immediately, so even without a comment the business receives a valid result. The guest can then provide reasons, an optional comment and permission to be contacted about this specific review.

Once submitted, the response appears in the business dashboard. For 1–3 star ratings a Quality Control case is created automatically. If the business configured a Google review link, a neutral button opening the Google review form is shown after every rating. Reven does not carry the text or stars to Google — only opening the form through the review URL is officially supported.

Sources and triggers

The module distinguishes sources: order, booking, deposit, voucher redemption, loyalty points earn, loyalty story, reusable QR and manual entry. The review request only fires once the experience actually happened.

• A completed order, booking, applied deposit and voucher redemption trigger the request.
• Paying a deposit, purchasing a voucher, joining the waitlist and kiosk payment alone do not trigger the request.
• One source event creates one invite; reprocessing a webhook does not create a duplicate.
• Email frequency is limited by a cooldown, but inline rating stays available even during the cooldown window.

Dashboard and metrics

The /guest-experience page shows the average rating, response count, response rate, low rating count, open cases, median resolution time and Google button views and clicks. Filters cover period, location, source, rating, case status and type (verified transaction or reusable QR).

The response list shows stars, comment, reasons, source, location, date, a safe operation context without payment data, contact permission and case status. Location-scoped users only see responses for their own location.

Quality Control cases

For ratings at or below the threshold a single case is created with status new. Statuses are new, in_progress, resolved and closed. The business can assign an owner, add an internal note, mark a contact attempt, record an outcome and close or reopen the case.

In the MVP the module sends no automatic reply to the guest and grants no compensation. That is a later stage. Every case change is recorded in the event log.

Settings

The /settings/guest-experience page configures enabled triggers, the case threshold (default ≤3), a list of up to 8 reasons, the email delay per source, a 7/14/30 day cooldown (default 14), the system Loyalty story, the low-rating alert recipient and the Google button visibility.

Google review links are pasted from the Google Business Profile: one default for the business and optionally one per location. The link is validated — only safe Google links are accepted (g.page, goo.gl or google.com). Reusable QR/link entry points are created per location. After creation — including after a page reload — you can show or hide the QR code, copy the link, download the QR code as a PNG, or open the public rating page. Before sharing it, choose the form language: Polish, English, Russian, Ukrainian, or Spanish. An entry point can be disabled and enabled again. For an older entry point whose link cannot be recovered, you can generate a new link; this invalidates the previous one. Previously issued links in the /rate?token=... format remain compatible while the entry point is active and its token has not been regenerated.

Permissions

Two permissions control access to the module: guest_experience:view and guest_experience:manage. Owner and manager receive both. Ordinary staff get no access automatically — it can be granted through a role. There is no fallback through another permission — staff must be granted the dedicated permission. Location-scoped staff only see and edit cases and responses for their own location.

Privacy and limits

Contact permission applies only to discussing the specific review, not marketing. The module does not store a Google account or the publication result, and a click through to Google does not mean a review was published. Guest Experience data is included in customer data export and deletion and in retention. Each public link contains a random, unpredictable identifier; a hash is stored for verification, and the identifier itself is additionally encrypted only so the owner can display the link and QR code again later.

Common checks