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Customer Feedback

Menu Location: Reports > Customer Feedback (the entry point in the menu for the Menu Feedback, Box Scores and Custom Question pages)

Last Updated: 2026-09-22

Overview

Customer Feedback is the hub page for the popup your customers see in the lower-left of their home page. It asks one question per visit, chosen by where the customer's order is:

  • Menu - how the upcoming box's menu looks, asked before the box ships.
  • Box - how the last delivered box was, asked after delivery.
  • Custom - a rotating question you write, asked only when there's no menu or box question waiting.

This page shows each question's current on/off state and how many answers it has collected, with a link through to its own report page.

Primary Features

The three questions

Each card shows the question, its current state, and its answer count.

Menu Feedback - pre-delivery thumbs up / thumbs down on the customer's upcoming box. Its page also holds the master on/off switch for the whole popup and the weekly approval grade. The card shows:

  • On when the menu question is live.
  • Off when the popup is on but this question is switched off.
  • Classic thumbs when the store is still on the older thumbs survey.

Box Scores - the post-delivery 1-10 score, with the count of rated orders. A score at or under your unhappy threshold alerts your admins so you can make it right before the customer cancels. The card shows On, Off, or Needs popup on.

Custom Question - your rotating question (for example an NPS "would you recommend us?"), with the count of responses. The card shows On, Off, or Needs popup on.

Each card has an Open button that takes you to that question's page.

How the popup behaves

Click the how it works link in the banner at the top of the page for the full detail on where the popup appears, when it first opens, how often a customer sees it, and how previews behave for admins.

In short:

  • One small card in the lower-left of the customer's home page - a round icon on desktop, a slim "Feedback" tab above the bottom menu bar on phones.
  • It opens itself once, on the customer's first scroll or after a few seconds, whichever comes first.
  • At most once per browser session, and each menu or box question is tied to one order and asked only once.

Feedback digest email

Answers are not emailed one at a time. They collect and go out together as a single New customer feedback (N) email, so a busy day doesn't bury your admins in individual notifications.

  • The digest covers all three questions - menu, box and custom.
  • It's sent to the admins subscribed to the Cust left feedback on menu notification event, at most about every 10 minutes, and only when there is something new.
  • Each answer is one row: customer, question, answer, and the comment if they left one. Answers flagged as unhappy are shaded red and bolded so they stand out first.

Common Use Cases

See which questions are live

Steps:

  1. Open Customer Feedback from any of the three pages' breadcrumbs.
  2. Read the state label on each card. Off and Needs popup on both mean customers aren't being asked that question.

Turn the whole popup off

Steps:

  1. Open Menu Feedback from its card.
  2. Use the Menu question: On button to switch the popup off for everyone.

Note: The master switch lives on the Menu Feedback page, not here.

Check how much feedback you've collected

Steps:

  1. Read the counts on the Box Scores and Custom Question cards.
  2. Open a card to see the actual answers.

Confirm what a customer would see

Steps:

  1. Open one of the three pages and click its Preview button.

Previewing writes nothing and does not use up a customer's one-time ask.

Troubleshooting

Box Scores and Custom Question are missing from the Reports menu

They only appear once the Customer Feedback popup is on. Switch it on from the Menu Feedback page.

A card says "Needs popup on" but the question's own page shows it as on

The popup's master switch is off, so nothing reaches customers. Use the toggle on that question's page - turning a question on also switches the master popup on.

The responses count hasn't moved

Check the card's state first. If the popup or that specific question is off, nothing is being asked. If both are on, the question may simply not be due yet - menu and box questions are tied to individual orders, and the custom question only appears on its re-ask cadence.

  • Menu Feedback - the pre-delivery menu thumbs, the weekly approval grade, and the master popup switch
  • Box Scores - the post-delivery 1-10 box question and its unhappy-customer filter
  • Custom Question - the rotating custom question and its responses

Recent Updates

2026-10-12

  • The hub now carries a note pairing these in-the-moment surveys with public star reviews: a happy signal here invites the customer to review their items (and share on Google), with links through to the Review Approval queue and the Reviews report.

2026-09-22

  • This hub is now the single Customer Feedback entry in the Reports menu. Menu Feedback, Box Scores and Custom Question no longer appear in the menu individually; open them from the cards on this page.

2026-09-17

  • New hub page, added with the unified Customer Feedback popup: one card per question with its live state and answer count, and links through to each question's page.
  • Admin alerts changed from one email per answer to a single batched New customer feedback (N) digest email covering all three questions, sent at most about every 10 minutes with unhappy answers highlighted.