Product Feedback Documentation¶
Menu Location: Products > Product Feedback
Access Level: Customer Service and above
Last Updated: 2026-03-01
Overview¶
The Product Feedback page displays customer feedback submitted about specific individual products. This includes ratings, reviews, comments about quality, taste, packaging, and satisfaction with particular items. Unlike menu feedback (which covers overall box experience), product feedback focuses on detailed opinions about each product, helping you make sourcing decisions, identify quality issues, and showcase popular items.
Primary Functions:
- View customer ratings and reviews for individual products
- Track product satisfaction trends over time
- Identify quality issues with specific products or batches
- Approve or moderate customer reviews for public display
- Make informed sourcing and discontinuation decisions
- Feature top-rated products in marketing
Page Layout¶
Header Section¶
- Product Filter - Select specific product to view feedback
- Rating Filter - Filter by star rating (1-5)
- Status Filter - Pending review, approved, rejected
- Date Range - Filter by submission date
- Export Button - Download product feedback data
- Search Box - Search feedback text or product names
Main Content Area¶
Table displaying product feedback with columns:
- Submission Date - When feedback was submitted
- Product Name - Which product feedback is about
- Customer Name - Who submitted (link to customer detail)
- Star Rating - 1-5 stars
- Review Title - Customer's review headline
- Review Text - Detailed comments
- Verified Purchase - Customer ordered this product
- Status - Pending, Approved, Rejected, Flagged
- Public/Private - Visible to other customers or internal only
- Actions - Approve, reject, flag, respond
Understanding Product Feedback¶
Feedback Types¶
Ratings Only:
- Customer provides star rating (1-5)
- No written review
- Quick satisfaction indicator
- Aggregate for product score
Full Reviews:
- Star rating + written review
- Detailed opinions
- Can include photos (if enabled)
- Most valuable feedback
Quality Reports:
- Report product issues
- Spoilage, damage, incorrect item
- May not include rating
- Requires immediate attention
Star Rating System¶
5 Stars - Excellent:
- Love this product
- Exceeds expectations
- Will order again
- Recommend to others
4 Stars - Good:
- Satisfied with product
- Meets expectations
- Would order again
- Minor room for improvement
3 Stars - Average:
- Acceptable
- Meets basic expectations
- May not reorder
- Some disappointment
2 Stars - Below Average:
- Disappointed
- Did not meet expectations
- Quality issues
- Unlikely to reorder
1 Star - Poor:
- Very dissatisfied
- Significant quality issues
- Waste of money
- Definitely won't reorder
Common Use Cases¶
Use Case 1: Review and Approve Pending Product Reviews¶
Goal: Moderate customer reviews before public display
Steps:
- Filter: Status: Pending Review
- For each pending review:
- Read review text
- Check for inappropriate content (profanity, personal attacks)
- Verify review is about the product (not unrelated complaints)
- Check if verified purchase
- Approval decision:
- Approve: Legitimate, helpful review → Make public
- Reject: Inappropriate, spam, or off-topic → Keep private
- Flag: Needs manager review (potential defamation, legal concern)
- For 1-2 star reviews:
- Note quality issues
- Contact customer if appropriate
- Investigate product batch/supplier
- Mark review status
Best Practice: Approve 95%+ of reviews (only reject truly inappropriate)
Frequency: Daily or every few days
Use Case 2: Identify Low-Rated Products for Improvement¶
Goal: Find products with consistent quality or satisfaction issues
Steps:
- Export: All Products with Average Rating < 3.5 stars
- Analyze low-rated products:
- "Organic Spinach": 2.8 stars (quality inconsistent)
- "Wild Salmon": 3.2 stars (portions too small)
- "Grass-Fed Ribeye": 3.0 stars (too much fat/gristle)
- Read specific reviews to understand issues
- Take action:
- Spinach: Change supplier or improve quality control
- Salmon: Increase portion size or adjust pricing
- Ribeye: Better trimming or different cut
- Monitor ratings after changes
- Consider discontinuing if ratings don't improve
Decision Threshold: Products < 3.0 stars with 10+ reviews = serious consideration for removal
Use Case 3: Feature Top-Rated Products¶
Goal: Showcase highly-rated items in marketing and promotions
Steps:
- Filter: Rating: 5 stars + Verified Purchase: Yes
- Identify products with:
- High average rating (4.5+ stars)
- Multiple reviews (10+ reviews)
- Consistently positive feedback
- Example: "Grass-Fed Ground Beef": 4.8 stars, 45 reviews
- Use in marketing:
- "Customer Favorite: 4.8/5 stars!"
- Feature prominently in store
- Include in email campaigns
- Highlight in menu builder
- Pull specific review quotes (with permission):
- "Best ground beef I've ever had!" - Sarah M.
Impact: Featured products sell 30-40% more
Use Case 4: Monitor Batch-Specific Quality Issues¶
Goal: Quickly identify if specific product batch has issues
Steps:
- Filter: Product: [Specific Product] + Last 7 Days + Rating: 1-2 stars
- Unusual spike in low ratings?
- Normal: 1-2 low ratings per week
- Concerning: 5+ low ratings in one week
- Read reviews for common themes:
- Multiple customers report "sour smell"
- Several mention "arrived warm/thawed"
- Many note "tough texture"
- Investigate:
- Check receiving date of this batch
- Review storage conditions
- Check packing temperatures
- Contact supplier about this lot
- Immediate action:
- Pull remaining inventory if safety concern
- Contact affected customers
- Offer replacements or credit
- File claim with supplier if appropriate
Prevents: Widespread customer dissatisfaction from bad batch
Use Case 5: Respond to Product Reviews¶
Goal: Engage with customers and address concerns
Steps:
- Filter: Approved Reviews + No Response + Rating: 1-3 stars
- For each negative review:
- Draft response addressing their specific concern
- Apologize if quality issue
- Explain what you're doing to improve
- Offer to make it right (credit, replacement)
- For positive reviews:
- Thank customer (optional)
- Highlight their favorite features
- Post response (public or private depending on system)
- Track if responses improve customer satisfaction
Example Response to 2-star review: "Thank you for your honest feedback about our salmon portions. We've heard from several customers and are increasing portion sizes by 20% starting next week. We've also added $10 credit to your account. We hope you'll give us another try!"
Review Moderation Guidelines¶
Approve Reviews That:¶
- Provide honest opinion about product
- Describe actual experience
- Are relevant to the product
- Include both pros and cons
- Are written by verified purchasers
Reject Reviews That:¶
- Contain profanity or hate speech
- Include personal attacks
- Are spam or promotional
- Are about shipping/service, not product
- Violate terms of service
Flag for Review:¶
- Potential defamation or legal issues
- Suspicious patterns (same customer, same language)
- Safety claims that need investigation
- Borderline inappropriate content
Never Reject Because:¶
- Review is negative (honest criticism OK)
- Customer is unhappy (valid complaint)
- Product gets bad rating (transparency important)
- Competitor mentioned (comparison OK)
Transparency = Trust: Showing real reviews (including negative) builds credibility
Product Rating Analytics¶
Metrics to Track¶
Product-Level Metrics:
- Average star rating
- Total number of reviews
- Rating distribution (how many 5-star, 4-star, etc.)
- Trend over time (improving or declining)
Portfolio Metrics:
- Average rating across all products
- % of products rated 4+ stars (target: 80%+)
- % of products rated below 3 stars (target: < 5%)
- Most and least reviewed products
Review Engagement:
- % of customers who leave reviews (target: 10-20%)
- Response rate to reviews
- Time from purchase to review
Troubleshooting¶
Low Review Volume¶
Symptoms:
- Very few customers leaving product reviews
Causes:
- No review prompt after delivery
- Review process too complicated
- Customers don't know reviews are read
Solutions:
- Send post-delivery email requesting reviews
- Simplify review submission process
- Offer incentive (loyalty points, entry in drawing)
- Show that reviews lead to improvements
- Display reviews prominently on product pages
Fake or Suspicious Reviews¶
Symptoms:
- Multiple similar reviews
- Reviews from non-customers
- Overly promotional language
Actions:
- Verify purchase history
- Check review patterns
- Flag for investigation
- Reject if clearly fake
- Contact customer if uncertain
Overwhelmingly Negative Reviews for New Product¶
Analysis Needed:
- Is product actually poor quality?
- Were expectations misset?
- Is description/photo misleading?
- Pricing too high for value?
- Comparison to similar product unfavorable?
Actions:
- Investigate product quality
- Gather more feedback
- Consider removing if consistently negative
- Adjust description/pricing if misalignment
- Find better supplier if quality issue
Related Pages¶
- Product Reviews (
admin-edit.php?table=product_reviews) - May be separate from feedback - Menu Feedback - Overall menu/box feedback
- Products (
product_classifications_active.php) - Product management - Customers (
customers.php) - View customer who left review
Permissions & Access¶
Required Access Level: Customer Service or higher
Access Level Capabilities:
- Customer Service: View feedback, approve/reject reviews
- Manager: All CS + respond to reviews, product decisions based on feedback
- Administrator: All features + review system configuration
Best Practices¶
Review Moderation¶
- Review daily - Don't let reviews sit pending
- Be fair - Approve negative reviews if honest and appropriate
- Be consistent - Apply same standards to all reviews
- Be transparent - Publish real opinions, good and bad
- Respond thoughtfully - Address concerns in negative reviews
Using Feedback for Decisions¶
- Require minimum sample - Don't overreact to 1-2 reviews
- Look for patterns - Multiple customers reporting same issue = real
- Weight verified purchases - More credible than unverified
- Consider context - Seasonal products, new products, batch issues
- Track trends - Is rating improving or declining over time?
Encouraging Reviews¶
- Make it easy - Simple review process
- Ask at right time - 1-2 days after delivery
- Incentivize - Small reward for reviewing
- Show impact - "Based on reviews, we improved..."
- Feature reviews - Display on product pages, in emails
Quick Reference Card¶
| Task | Action/Location |
|---|---|
| Review pending reviews | Filter: Status = Pending |
| Approve review | Click Approve button |
| Reject inappropriate review | Click Reject > Select reason |
| Find low-rated products | Filter: Rating < 3.5 stars |
| View product's all reviews | Filter: Product = [name] |
| Respond to review | Click Review > Add Response |
| Export review data | Click Export button |
| Find quality complaints | Search: "bad", "spoiled", "quality" |
FAQs¶
Should I delete negative reviews?¶
No, unless they violate review guidelines (profanity, spam, off-topic). Honest negative reviews build trust and show transparency. Respond to address concerns instead.
What's a good average product rating?¶
4.0-4.5 stars is good. Above 4.5 is excellent. Below 3.5 indicates issues that need addressing.
How many reviews does a product need before the rating is meaningful?¶
At least 5-10 reviews for initial indication, 20+ for reliable average. Be cautious making major decisions with < 10 reviews.
Can I incentivize positive reviews?¶
No. Incentivize reviews in general (all reviews), not specifically positive ones. Offering reward for good reviews is unethical and may be illegal.
Should verified purchases be weighted more heavily?¶
Yes. Reviews from verified purchasers are more credible. Some systems allow filtering to show only verified purchase reviews.
How do I handle reviews that mention competitors?¶
Generally allow them. Customers naturally compare products. Remove only if promotional for competitor or off-topic.
What if employee reviews products?¶
Disclose if publishing. Employee reviews can be helpful but must be transparent about relationship to avoid deception.
Can I edit customer reviews?¶
No. Don't edit review content. Can only approve, reject, or respond. Editing reviews is unethical and destroys trust.
How long should I keep old reviews?¶
Typically keep all reviews indefinitely, but may archive reviews for discontinued products. Old reviews still provide historical insight.
Change Log¶
2026-03-01¶
- Initial documentation created
- All sections completed per template requirements
- Included review moderation guidelines
- Added analytics framework
End of Documentation
For additional help, contact your system administrator or Kiva Logic support.