Guest CRM & feedback
A guest profile built from real visits, automatic post-visit surveys, review management and a complaint workflow with recovery outcomes.
Updated 2 August 2026
What it is
The CRM builds a profile for every guest from what actually happens — bookings, orders, visits — and wraps the feedback loop around it: post-visit surveys that send themselves, reviews in one place, and complaints tracked through to a recovery outcome.
What problem it solves
Guest history is usually trapped in the booking book and scattered across review sites. Nobody can answer "when was this regular last in?" or "did anyone follow up that complaint?" — and churn is invisible until the regular simply stops coming. A profile fed by real transactions answers all three.
How it works
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The CRM dashboard shows your guest base at a glance — total guests, new this month, active, and churn risk — with search, filters and segments. Churn risk is defined by your own threshold, and win-back credits can trigger automatically for lapsing guests.
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Each guest profile is a full picture: last visit, order count, year-on-year spend, top dishes, visit history, dietary tags and allergens, staff notes, and a link to the guest's own preference centre.
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Surveys go out automatically after an order is completed — the guest gets a short rating with an optional comment on their phone, and responses land back on the profile. You can also create your own surveys and send them manually to a list.
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Reviews collect in one view — Google reviews ingest automatically from your connected Google Business Profile — with rating and sentiment filters, an awaiting-reply queue, and your responses logged against each review.
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Complaints run a real workflow: open, investigating, resolved, closed, with severity, SLA tracking and a recorded recovery outcome — apology, refund, voucher, gift card or manager callback — so service recovery is a practice, not a hope.
Everything inside the system
- Guest profiles built from bookings, orders and visits, with spend history, top dishes, dietary tags and staff notes.
- Configurable churn-risk thresholds and automatic win-back credits.
- Post-visit surveys with automatic dispatch after orders, manual sends, and response-rate tracking.
- Review management with automatic Google review ingestion, sentiment and reply tracking.
- Complaint workflow with severity, SLA and recovery outcomes.
This is built into NexDine — there is no separate CRM to buy, and the profiles fill themselves from your own trade. Google reviews arrive through your connected Google Business Profile (external), set up and managed from inside NexDine.