Reviews

Feature Overview

The Reviews section gives your management team a unified place to monitor and respond to customer feedback. You can view rating summaries broken down by category (such as Overall Experience, Food Quality, and Service), see individual review cards submitted through the Katalyst guest-facing checkout, search and filter reviews, and send private messages directly to guests. This helps you stay connected to your customers and address feedback quickly.

Prerequisites / Requirements

• Your account must have Reviews view or edit permissions.
• Guest reviews are collected through the Katalyst guest-facing checkout survey. The survey must be enabled in Settings > Guest Facing Checkout Survey for reviews to appear here.

Step-by-Step Guide

Accessing the Reviews Page

1. In the left-hand navigation sidebar, click Reviews.
2. The page opens with a Rating Summary panel at the top and a Customer Reviews list below.

Reading the Rating Summary

1. At the top of the page, the Rating Summary panel displays aggregate scores by category.
2. Click any category button on the left side of the summary panel (such as Overall Experience or other survey categories) to switch the displayed breakdown.
3. The center section shows a bar chart with star-rating distribution and a count of total ratings.
4. The right side shows the average score out of 5.00 and an overall percentage.

Browsing Customer Reviews

1. Scroll down to the Customer Reviews section.
2. Each card in the list represents an individual guest's feedback, including their rating and any written comments.
3. Click Load more at the bottom of the list to see older reviews.

Searching Reviews

1. In the Customer Reviews header bar, locate the Search... input field.
2. Type a guest name or keyword from their review to filter the list in real time.

Filtering Reviews

1. Next to the search field, click the All Reviews dropdown.
2. Select Reviews with messages to show only reviews that include written guest comments.
3. Select All Reviews to return to the full unfiltered list.

Viewing the Full Comment Card

1. On any review card, click the comment card icon or button to open the Comment Card dialog.
2. This dialog shows all individual survey question responses submitted by that guest.
3. Click outside the dialog to close it.

Sending a Private Message to a Guest

1. On any review card, click the private message icon or button.
2. A Private Messages dialog will open, showing the conversation history with that guest.
3. Type your message in the input field and click Send to deliver it directly to the guest.

Viewing Guest Book Details

1. On a review card, click the guest's name or the Guest Book icon if available.
2. The Guest Book Details dialog opens, showing the guest's full profile and visit history on file.

Common Troubleshooting / FAQs

Q: The Reviews page shows "List of reviews is empty — Wait for new reviews." This message appears when no reviews have been submitted yet for your restaurant. Reviews are collected through the guest-facing checkout experience. Confirm that the Guest Facing Checkout Survey is enabled in Settings > Guest Facing Checkout Survey. If it is already enabled, this simply means no guests have completed a survey yet.

Q: I sent a private message to a guest but they say they never received it. Private messages are delivered to the guest's registered Katalyst account email. Verify the guest completed their checkout with a valid email address. If the review was submitted anonymously (without a guest account), private messaging may not be available for that review.