Guest Post-Dining Survey
planned
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sonora.braun@toasttab.com
planned
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Brian Anderson
I see that this is listed as "In Progress" can you elaborate on whay is being built and is there a timeline for deployment?
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Brian Anderson
Sonora, our current vendor Wisely does this with any guest that joins the waitlist. What do you think the workaround is that they have in place?
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Brian Anderson
sonora.braun@toasttab.com We recently met with Wisely and asked about the legality of the survey text after the visit. Their response was that this is considered part of the transactional communication of joining the waitlist because the message comes quickly after the guest pays the check. If it came at a later date it would not qualify and would be considered marketing.
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sonora.braun@toasttab.com
Brian Anderson: Hi Brian - Unfortunately our Legal team doesn't agree with Wisely's on this one! They let me know timing of the message has nothing to do with this regulation. I'm working to see if guests can opt in to the survey in some other way though!
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Brian Anderson
sonora.braun@toasttab.com: Understood, I wonder why Wisely takes that stance. Anyway, I see that this request is marked "I progress" now, what is the solution Toast is adopting?
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sonora.braun@toasttab.com
Hi Sarah - The short answer is that we will not be able to do this via SMS text since this is considered legally to be a marketing message since it is soliciting feedback (unfortunate, I know!). It will have to be done via email. It is something we won't have resourcing to complete until later this quarter or early in Q4, but the design of it is in progress and it will tie up into the broader Toast Guest Feedback platform.
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Elliot Cash
sonora.braun@toasttab.com: In addition to an email, is it possible to incorporate this at the end of the payment process when someone's using a QR code to pay (QR code on check, view menu & pay, order and pay)? It seems like after filling out the payment/tip info it could be a nice customer UI to click a link to leave feedback if they wanted and fill out a survey (NPS style or otherwise).
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sonora.braun@toasttab.com
Elliot Cash: This is actually already available today to add to your digital receipt emails and is a free product inside Toast! We are simply going to integrate with it. See: https://central.toasttab.com/s/article/Guest-Feedback
Sarah Pak
sonora.braun@toasttab.com: our other vendor Wisely told us that if it is within 24 hours and it is directly related to the transaction (meaning it is only triggered upon payment), it is not considered marketing.
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sonora.braun@toasttab.com
Sarah Pak: Hi Sarah - Unfortunately our Legal team doesn't agree with Wisely's on this one! They let me know timing of the message has nothing to do with this regulation when I brought this message up a few weeks ago. I'm working to see if guests can opt in to the survey in some other way though!
Sarah Pak
sonora.braun@toasttab.com: Okay, thanks for checking anyway. Appreciate you! Looking forward to seeing if there is another solution!
Sarah Pak
Michael Mueller is this capability for guests who have given us their number via waitlist and reservation?
Sarah Pak
sonora.braun@toasttab.com would you be able to answer this question?
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Michael Mueller
in progress