How to Run a Feedback Call After Delivery
The customer may still be eating when your employee calls. Give them an easy way to decline, and make the conversation worth their time if they stay.
Nexara is a restaurant order and operations platform built in Amman, Jordan. When an order reaches delivered status, it creates a feedback-call task with an item summary. Staff ask permission, discuss the delivery, and open a complaint case when follow-up is needed. Issa Al-Dalu helps each restaurant agree the recording and follow-up process on WhatsApp.
What should staff prepare before calling?
Feedback-call tasks come from delivered orders and include item summaries. Read the summary before dialling so the employee knows which meal the conversation concerns. Customer lookup by phone in the Call Center work area can show saved addresses and past orders.
- Agree who owns the feedback-call queue and who covers absences. Queue ownership, note-taking rules and responsibility for follow-up are restaurant procedures to agree during assisted setup.
- Read the delivered-order task's item summary before dialling.
- Check what the restaurant policy allows staff to offer when a customer reports a problem.
- Use the permission-based opening below, then ask “How did the delivery go?”
- Decide whether the issue needs a complaint case or whether the conversation can end.
What should the employee say?
Choose the customer's preferred language and keep the introduction short.
Hello, this is [name] from [restaurant], calling about your delivery. Is now a good time for a brief feedback call?
Suggested English opening
مرحبا، معك [الاسم] من [اسم المطعم]، بحكي معك بخصوص طلبك. مناسب نحكي شوي عن تجربة التوصيل؟
Suggested Jordanian Arabic opening
If the customer agrees, ask “How did the delivery go?” In Jordanian Arabic: “كيف كان الطلب والتوصيل معك؟” Ask about the specific item or delivery detail the customer mentions, rather than asking a general question again.
- For a missing item: “Which item was missing?” Check the answer against the task's item summary.
- For late delivery: “What time did the order reach you?” The manager can review the order record and delivery details available to the restaurant.
- For food quality: “Which item was affected, and what did you notice?”
- For an angry customer: “I understand why that was frustrating. Let me repeat the issue so we handle the right problem.”
- For a compensation request: “I will check what our restaurant policy allows and explain the next step.” Do not promise a refund or replacement unless the restaurant has authorised it.
- For a disputed delivery time: “I hear that the order felt late. I will check the order record and delivery details before someone responds.”
When a complaint needs action, repeat the issue back: “You received the meal without the sauce, correct?” Then explain the next step the restaurant can actually take. A manager should own the case, set a response deadline, attach a customer photo, and escalate it when needed.
How do you avoid annoying the customer?
| Do | Avoid |
|---|---|
| Ask whether now is a good time | Launch straight into questions |
| Refer to the relevant item | Read every item aloud |
| Ask one question at a time | Stack several questions together |
| Listen before checking details | Argue about what the customer experienced |
| End when the customer declines | Treat a busy customer as permission to call again |
If the customer is busy, say: “Understood. Thank you for taking the call.” End there. If they ask to speak later, agree on a suitable time. Record that outcome through the process agreed during assisted setup.
Avoid turning the conversation into a sales pitch or asking for a better public review. If the customer raises a problem, deal with that problem. Review the order record and delivery details available to the restaurant before deciding what happened.
How should staff record the outcome?
Use the restaurant's agreed note-taking process so another manager can understand what happened. Nexara creates the feedback-call tasks; during assisted setup, the restaurant agrees where outcomes are recorded and who owns follow-up.
A recommended four-part staff note
- Contact result: answered, declined or requested a later conversation.
- Customer comment: summarise the customer's words in plain language.
- Relevant order detail: identify the item or delivery issue, separating checked details from the customer's report.
- Next action: state whether no further action is needed or identify the person responsible for follow-up.
Suggested note template: “Customer reported [issue] involving [item]. Requested [action]. Checked against [available record]. Follow-up owner: [name].” Add “complaint case created” only after the case exists. Avoid labels such as “difficult customer” that do not explain the delivery problem.
If nobody answers, keep that separate from a completed conversation. If the customer gives praise, preserve the specific comment. Set a restaurant rule for further attempts so different employees do not repeatedly contact the same person.
The Feedback Calls area has a dispatch board, reporting and PDF output. Complaints and Customer Reviews report tabs help managers inspect recurring comments.
When should a bad call become a case?
Create a complaint case when an issue needs investigation or a response after the call. A manager can own the case, set a response deadline, attach a customer-provided photo, and escalate it. When the deadline is missed, the case appears as breached; other case statuses include open, escalated and resolved.
| Call result | Recommended restaurant action |
|---|---|
| Customer enjoyed the order | Keep the positive comment in the agreed restaurant record and finish the conversation |
| Customer offers a small suggestion | Record the suggestion and create a case only if follow-up is needed |
| Missing or incorrect item | Create a complaint case for branch investigation |
| Food safety or serious conduct concern | Create a case and contact the responsible manager immediately |
| Customer requests a manager | Create a case and assign responsibility for the response |
These assignments are examples for the restaurant to agree, not Nexara defaults. A packing error could go to the branch manager, while a repeated issue could go to an operations manager.
Attach a relevant photo when the customer provides one. Before resolving a case, check that the agreed action happened. The guide to how to log and close a complaint case covers the work after the initial call.
How do you set this up in Nexara?
Start with one branch. The restaurant decides who calls, what staff may promise and where outcomes are recorded. During assisted setup, Issa Al-Dalu helps the team agree queue ownership, note-taking rules and responsibility for follow-up.
- Name the employee responsible for feedback calls and the person covering their absence.
- Approve the English or Jordanian Arabic script.
- Agree which complaints require immediate manager attention.
- Agree where call outcomes and follow-up ownership are recorded.
- Walk through one delivered-order task and one complaint case with the founder on WhatsApp.
For a shared procedure across branches, use the feedback calls playbook. You can also review Nexara's feedback and complaint tools before setup.
Nexara's dashboard and storefront support Arabic and English, and live deployments are in Jordan. The founder answers support through WhatsApp and email during Amman hours. After you message the founder, he will walk through one delivered-order task and one complaint case with your restaurant, then help document the agreed procedure. Visit nexaratech.io to learn more.
What to remember
- Prepare from the delivered-order task and its item summary.
- Ask permission, then ask how the delivery went.
- Agree during assisted setup where outcomes are recorded and who follows up.
- Create complaint cases for issues needing investigation or a response.
Questions people ask
How does the feedback call queue work in Nexara?
Nexara creates feedback-call tasks from delivered orders and includes item summaries. Restaurant staff make the calls and work through the queue; queue ownership and follow-up procedures are agreed during assisted setup.
What should staff say on a post-delivery feedback call?
Introduce the restaurant and ask whether now is a good time. If the customer agrees, ask “How did the delivery go?” Then clarify only the item or delivery detail that needs attention.
Can Nexara provide a feedback call script?
This guide provides suggested English and Jordanian Arabic openings. The feedback-call task includes an item summary so staff can make the conversation specific to the order.
When should a feedback call become a complaint case?
Create a case when the issue needs investigation or a later response. A positive conversation or suggestion without follow-up can end without a case.
Can staff see what the customer ordered?
Yes. Feedback-call tasks include item summaries. The Call Center work area supports customer lookup by phone with saved addresses and past orders.
Does Nexara send feedback calls automatically?
Nexara creates feedback-call tasks from delivered orders. Restaurant staff make the calls and work through the queue.