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Feedback and Ratings

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Feedback and Ratings

Last updated: July 01, 2026

The ASH-Booking Feedback system collects customer opinions on bookings and received services, allowing you to measure quality and improve experience.

What is the Feedback System

It's a rating collection tool with:

  • Star ratings (1-5) with comments
  • Feedback sessions with time expiration
  • Predefined templates reusable
  • Categories to organize reviews
  • Automatic emails to solicit feedback

For Administrators and Operators

Rating a Booking

After a booking is completed:

  1. Go to the booking
  2. Click Rate or Assign rating
  3. Enter:
    • 1-5 stars — service quality
    • Comment — brief description
    • Category — what it refers to (e.g., food, service, cleanliness)
  4. Save

The rating will appear in the customer record and booking history.

Configure Feedback Templates

To standardize feedback collection:

  1. Go to Marketing → Feedback Templates
  2. Create predefined templates with:
    • Template descriptive name
    • Standardized questions (in multiple languages)
    • Rating scale (1-5, Emojis, etc.)
  3. Save

Tip: Create specific templates for each service type. Example: "Dinner at Restaurant Feedback", "Haircut Feedback".

Manage Feedback Categories

To organize reviews:

  1. Go to Marketing → Feedback Categories
  2. Create categories like:
    • Customer service
    • Product quality
    • Venue atmosphere
    • Cleanliness
  3. Each category has:
    • Name
    • Icon
    • Description

Feedback Solicitation Emails

After each booking you can send automatic emails to request feedback:

  1. Go to Marketing → Email Alert Templates
  2. Configure emails with integrated feedback section
  3. Activate automatic sending X days after completed booking

Feedback Statistics

To analyze ratings:

  1. Go to the Feedback section
  2. View:
    • Average rating per branch
    • Total number of ratings received
    • Time trends (chart)
    • Feedback by category (what works most)
    • Negative feedback to monitor

Ratings Dashboard

In the company dashboard you'll find:

  • Company overall average rating
  • Comparison between branches
  • Weekly/monthly trends
  • Top and bottom services

For Customers

Leave Feedback

Customers can leave feedback via:

  1. Link in email after booking
  2. Ratings section in the mobile app
  3. QR Code at the venue (if displayed)

Feedback Anonymity

  • Feedback can be anonymous or identified
  • If customer signs, feedback appears with their name in the admin panel
  • Anonymous messages are equally useful for improvement

Email Alerts for Critical Feedback

If you set minimum rating thresholds, ASH-Booking can send alerts to the administrator when:

  • A rating is below X stars
  • Many negative feedbacks are left in a short time

Configure these alerts on Marketing → Email Alert Templates.

Improving Service with Feedback

To maximize feedback usefulness:

  • Respond to feedback — shows attention to the customer
  • Analyze trends — identify recurring patterns
  • Intervene promptly — on negative feedback
  • Communicate improvements made thanks to feedback

Frequently Asked Questions

Can customers see other feedback?

No, feedback is only visible to administrators. Customers see only their own.

Can I delete feedback?

Yes, but it's discouraged for transparency. Better to respond explaining the situation.

How to motivate customers to leave feedback?

  • Politely ask at the end of the service
  • Send post-booking follow-up email
  • Offer symbolic prizes (e.g., bonus points)

This documentation is part of the ASH-Booking user guide. Back to index