How to Run a Feedback Call After Delivery

What should staff prepare before calling?

Before dialling, the employee should know the delivered order, the items involved and the customer record. Nexara populates Feedback Calls tasks from delivered orders and includes item summaries. Customer lookup by phone can show saved addresses and past orders in the separate Call Center work area.

1. Open the Feedback Calls work area and take the next customer assigned to the branch.
2. Read the order summary before dialling. Check the items, modifiers and delivery details shown for that order.
3. Call at a sensible time. If the customer does not answer, record the outcome using the available workflow.
4. Introduce the restaurant and ask whether the customer has a minute.
5. Ask one broad question first, then listen without defending the branch.
6. Record the useful fact: missing item, late delivery, food quality, packaging, driver conduct or a positive comment.
7. Close the task with the outcome. Create a complaint case when the restaurant needs to investigate or respond.

The order summary keeps the call tied to a real delivery rather than a vague customer memory. If the caller cannot reach the customer, record that result instead of leaving the task unclear. A manager can then distinguish no answer from a completed positive call.

What should the employee say?

Open in Arabic or English, based on the customer's preference. Name the restaurant, mention the relevant order and ask permission to continue. The lines below are templates. Staff can say the same meaning in Jordanian Arabic when that is more natural for the customer.

Hello, this is [name] from [restaurant]. You ordered [brief item summary] today. Do you have a minute to tell me how the delivery went?

Suggested English opening

مرحبا، معك [الاسم] من [اسم المطعم]. طلبت [ملخص قصير للطلب] اليوم. عندك دقيقة تخبرنا كيف كانت تجربة التوصيل؟

Suggested Arabic opening

If the customer agrees, ask one question: “Was everything you ordered delivered as expected?” Then wait. If the answer is positive, ask what went well. If there is a problem, ask what would have made the experience right for the customer.

• For a missing item: “I can see the item on the order summary. I will record this for the branch to check.”
• For a late delivery: “What time did the order reach you?” Record the answer and the delivery detail available to the team.
• For food quality: “Which item was affected, and what did you notice?” Keep the note factual.
• For a positive call: “Thank you. I will record that feedback for the branch.”
• For an upset customer: “I understand why that was frustrating. I am logging this so the team can follow it up.”

Use the restaurant's approved policy when discussing a refund, replacement or credit. If the policy requires a manager, record the request and route the case rather than deciding during the call.

How do you avoid annoying the customer?

The customer has already placed the order and waited for delivery. Ask permission before discussing it, use the order summary instead of making the customer repeat details, and stop once the useful facts are clear.

A short call gets more from the customer than a long checklist. If the customer is busy, say: “Understood. Thank you for taking the call. We will record this as a follow-up.” Log the result and end the call.

Do not use the call to defend the kitchen, driver or delivery partner. The caller's job is to capture the customer's account accurately. The manager can compare that account with the order and delivery details after the task is logged.

How should staff log the outcome?

Write the note so another manager can understand the issue without calling the customer again. Include what happened, which item was involved and what the customer asked for. Separate the customer's words from the employee's assumption.

A useful note has four parts

1. Contact result: answered, no answer or asked to call later.
2. Customer comment: the customer's main point in plain words.
3. Order detail: the item, modifier or delivery issue connected to the comment.
4. Next action: close the feedback task, ask a manager to follow up or create a complaint case.

For example: “Answered. Customer said the chicken meal arrived without the garlic sauce. Asked for the branch to check packing. Complaint case created for manager follow-up.” That note gives the next person a fact, a source and an action.

For a no-answer result, write the attempt and close or revisit it according to the branch's agreed process. For a positive result, record the specific praise when the customer gives one. “Good food” is less useful than “the meal was hot and the driver called on arrival.”

Nexara keeps customer records with addresses and order history. Feedback reporting uses the Customer Reviews and Complaints report tabs, helping managers examine recurring issues by branch or channel. A manager should review repeated comments during the normal branch check and compare them with the order details.

When should a bad call become a case?

Create a complaint case when the issue needs ownership, investigation or a response after the call. Nexara complaint cases support routing, SLA minutes, photos and escalation. Case chips show whether a case is open, breached, escalated or resolved.

A case is stronger when the note includes the customer's words, the order item and the requested resolution. Attach a photo when the customer provides one and the case record supports it. Do not mark a case resolved until the responsible person has completed the agreed action.

Use a simple routing ladder. The branch manager owns a packing or preparation issue. A responsible operations manager takes a repeated branch issue. A serious concern goes to the manager immediately, with the order detail and customer request attached to the case.

For a fuller process, see how to log and close a complaint case. The feedback calls playbook covers a shared standard for several branches. The related guide on feedback calls after delivery explains when the call belongs in the daily routine.

How do you set this up in Nexara?

Start with one branch and agree on who owns the queue, which outcomes staff record and which problems become cases. Nexara provides the Feedback Calls feature, delivered-order task population, item summaries and complaint cases. Your team supplies the call language and the restaurant policy for refunds or replacements.

1. Choose the role responsible for making feedback calls.
2. Write a short Arabic or English opening that names the restaurant and asks permission to continue.
3. Define the outcomes your manager wants to review.
4. Set the threshold for creating a complaint case.
5. Review open and escalated cases during the branch's normal management check.
6. Adjust the process after staff have used it for a full service cycle.

During the manager review, look for three practical signals: repeated missing items, the same delivery complaint across a channel and cases that remain open past their assigned SLA minutes. The reports and case chips give the manager a record to inspect instead of relying on memory from the dinner shift.

Nexara's dashboard and customer-facing ordering experience support Arabic and English. The platform is live in Jordan. Support is available in Arabic or English through WhatsApp and email during Amman hours, and the founder answers.

Read the Nexara features page for the wider order and operations picture. You can also review Nexara's integrations, frequently asked questions, the founder's page or book a Nexara demo. For questions about assisted setup, use the Nexara contact page or start a WhatsApp conversation. Nexara's agentic commerce capability is described on the Nexara agentic commerce page. The company site is nexaratech.io.