Survey & Reviews

Make It Easy for Guests to Leave Reviews

Welcome to the Survey & Reviews feature! This tool helps you automatically invite guests to share their feedback after they dine with you, helping you grow your online reputation.  

By providing a simple, branded page with all of your preferred review platforms in one place—like Google, Trip Advisor, and a private option—you make it incredibly convenient for customers to leave a review on the site they use most.    

On this page

• How It Works: The Path to More Online Reviews
  • The 3-Step Guest Experience
  • Key Benefits for Your Restaurant
  Setup Guide
  • Step 1: Activate Automated Review Requests
  • Step 2: Choose Where Guests Can Leave Reviews
  • Step 3: Customize Your Private Review Questions
  • Step 4: Personalize Your Review Request Emails
  • Step 5: Manage All Your Reviews in One Place
  • Step 6: Be Notified of New Reviews
    AI Helper Tool for Reviews      

How It Works: The Path to More Online Reviews

The feature is designed to be simple for both you and your guests. It automates the review request process and guides your customers to a single, elegant page where they can easily share their feedback.

The 3-Step Guest Experience:

1. The Invitation Email: Shortly after their visit, your guest receives a personalized email from your restaurant inviting them to leave a review.

2. The Review Selection Page: When they click the link in the email, they are taken to a page that displays all the review platforms you've chosen—like Google, Trip Advisor, and a private feedback option.

3. The Guest's Choice: The guest simply clicks their preferred platform and is taken directly there to write and post their review.

Key Benefits for Your Restaurant:

• Centralized Management: View and reply to guest feedback directly from your Back Office, all in one convenient space. 

• Save Time with Automated Replies: Ensure every guest feels acknowledged by setting up automatic replies. You can customize responses based on the star rating, so you’re always sending the right message.

• More Reviews, Less Hassle: By making the process convenient, you'll see an increase in the number of reviews you receive.

• Give Your Guests a Choice: Let customers review you on the platform they are most comfortable with.

• Promote the Sites You Care About: You have full control over which review sites are displayed.

• Receive Valuable Private Feedback: The "Private" option is perfect for gathering honest insights to help you improve.

• Save Time with AI-Powered Replies: Subscribers on the Signature package can use the AI Helper Tool to instantly generate thoughtful, professional replies to guest feedback.

Setup Guide

Here’s how to get access and set up your survey & reviews feature:

1. Go to your Libro Back Office
2. Access the menu option Survey & Reviews 

From the list, you can view and reply to your private Libro reviews as well as your Google reviews or any other connected partners. (Click here to learn more about connecting you TripAdvisor and Facebook reviews). 

To personalize your survey, click on the Settings button located at the top right of the page. Once in this section, you have the option to personalize multiple fields, such as adding preset and personalized questions, and activating automatic survey reminders with a personal message to encourage your clients to leave a review.

Step 1: Activate Automated Review Requests

This is the main switch for the entire feature:

1. Navigate to the Review Settings page.
2. At the very top, you will see a section called "Review Requests".
3. Click the toggle next to "Automatically send a review request to guests after their dining experience." When the toggle is green, the system is active.

Step 2: Choose Where Guests Can Leave Reviews

In the "Review Platforms" section, you will choose which options appear on your restaurant's review page. Every platform you activate here will be displayed as a choice for your guests.

• Public Review Sites (Google, Trip Advisor, etc.): Turn the toggle switch to green for each public review site you want to feature. Click the "Connect" or "Configure" button to link your account, ensuring guests are sent to the correct page. 
• Private Feedback Option: The "Private" option gives guests a way to send their comments and suggestions directly to you, instead of posting them publicly. This is a great way to hear honest feedback that can help you improve your operations.

Step 3: Customize Your Private Review Questions

The "Private" feedback option is a powerful survey you can tailor to get the specific insights you need. Next to the "Private" platform, click the "Customize" button to edit your questions.

• Preset Questions: Choose from a list of ready-made questions covering key topics like service, food quality, and ambiance to quickly build your survey. You can use these to fill up to three spots after the main "Overall Experience" question.

 

• Custom Questions: Ask about anything specific by adding up to two of your own questions. To do this, turn on the "Activate Custom Questions" toggle and write your question (up to 70 characters) in both English and French. This is perfect for getting feedback on new menu items or special promotions.

Step 4: Personalize Your Review Request Emails

In the "Review Request Emails" section, click the "Customize" button. This will allow you to:

• Edit the text of the email to match your restaurant's brand and voice.

• Set up automated reminder emails to gently nudge guests who may have forgotten to leave feedback.

Step 5: Setup Auto-Replies for Review Partners

You can set up automatic replies for your reviews from Google, Facebook, and Private reviews. This feature is managed individually for each platform, allowing you to create unique, customized replies for different review sites.

Important: The auto-reply system runs once every day at 8:00 AM. This daily schedule creates a buffer, giving you time to leave a different or more personalized reply to a new review before the automated response is sent. If you manually reply to a review, the automatic reply will not be sent for that specific review.

To begin, navigate to the review partner you wish to configure and click the 'Edit' or 'Customize' button next to it. From there, follow the steps below.

1. Toggle on 'Review auto-reply'.

2. Under "Type of review," choose when the auto-reply should be active:

   • All

   • Reviews with comments

   • Reviews without comments

3. Select the star rating(s) that you want this auto-reply to apply to.

   • Note: You don't have to select all of them. You can create a specific reply just for 5-star reviews, for example.

4. Click 'Save'.

Step 6: Manage All Your Reviews in One Place

Once connected, your Back Office becomes the command center for your online reputation.

• See All Your Reviews in a Unified Feed: From your Back Office, you can see a complete list of all your guest feedback. This includes private comments sent directly to you and public reviews that have been posted on your connected partner sites like Google.

• Reply to Everything from One Spot: You can reply to both private feedback and public reviews directly from your Back Office. This saves you valuable time and ensures no guest comment is ever missed.

  • AI Helper Tool (Signature Package): To make replying even faster, subscribers on the Signature package can use the AI Helper Tool. When viewing any review (public or private) in your Back Office, simply activate the tool to automatically generate a personalized and professional draft response. You can then review, edit, and post it in seconds.

Step 7: Be Notified of New Reviews

Activate email notifications so you never miss a new review. From the notification email, you can click a link for quick access to view and reply to the review in your Back Office.

To activate review notifications:

1. From your Back Office, go to My Restaurants, then click on Settings.

2. Go to Notifications.

3. In the Email Notifications section, add one or multiple email addresses.

4. Check the box "Receive notifications for new reviews".

5. Select your preferred notification frequency.

6. Click Save.

An email will now be sent to inform you of new reviews according to the frequency you selected.

AI Helper Tool for Reviews

Available on our Signature package

The AI Helper Tool automatically suggests a reply based on the guest’s review, helping you respond faster and more consistently.

Here’s how to use it:

1. Open the review you want to reply to.
   You’ll see the review details along with a reply text box. The AI will automatically generate a draft response.

2. Adjust the response using the AI Helper Tool panel below the text box (optional):

   • Choose a tone (e.g., Enthusiastic, Professional, etc.)

   • Click “Refine AI response” to update the suggested reply

3. Fine-tune your reply (optional):

   • Use Shorten or Lengthen to adjust the message length

   • Make manual edits directly in the text box if needed

4. Click “Post reply on Google” when you're happy with your response.

Note: This feature is available exclusively on our Signature package. Contact our support team if you’d like to learn more or upgrade your plan.