Customer recovery
A reply protects the next reader. Recovery is what brings back the person who actually had the experience.
An unhappy customer gets a link to a short private survey — what went wrong, in their words, routed straight to the team that can fix it. At the end they get a make-it-right offer: a unique single-use code with whatever caps you set, redeemable at the location.
Corporate sees the responses roll up across the system, so the same complaint appearing at four locations reads as an operational problem rather than four unlucky nights.
Several platforms in this category route happy customers to Google and unhappy ones to a private form. It works, right up until it doesn't: Google removes reviews collected that way, and it is precisely the practice the FTC's rule on consumer reviews was written to address.
We built the opposite on purpose. Everyone gets the same prompt regardless of what they say, and the offer is never conditioned on writing a review, changing one, or removing one. If a customer later chooses to update their review, that is their decision and nothing here asked for it.
It is a real constraint and it costs some short-term rating movement. It also means nothing in your system can get your locations' reviews wiped or put your brand in front of a regulator.
The bad visit stops being the end of the relationship. And you get a second, structured feedback channel that is not limited to the customers angry enough to post publicly.