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Menu Feedback Documentation

Menu Location: Products > Menu Feedback (or search "feedback")

Access Level: Customer Service and above

Last Updated: 2026-03-01

Overview

The Menu Feedback page displays customer feedback submitted about weekly menus, product selections, and overall box contents. Customers can provide comments about what they liked, what they didn't like, requests for specific products, and general satisfaction with their menu experience. This feedback is invaluable for improving product curation, menu planning, and customer satisfaction.

Primary Functions:

  • View customer feedback on menus and box contents
  • Track satisfaction trends over time
  • Identify popular and unpopular products
  • Respond to customer feedback
  • Improve menu planning based on customer input
  • Monitor recurring complaints or requests

Page Layout

Header Section

  • Date Range Filter - Filter feedback by submission date
  • Rating Filter - Filter by star rating or satisfaction level
  • Product Filter - View feedback mentioning specific products
  • Status Filter - Addressed vs. unaddressed feedback
  • Export Button - Download feedback data
  • Search Box - Search feedback text

Main Content Area

Table displaying customer feedback with columns:

  • Submission Date - When feedback was submitted
  • Customer Name - Link to customer detail page
  • Menu/Order Date - Which menu the feedback is about
  • Rating - Star rating or satisfaction level (1-5)
  • Feedback Text - Customer's comments
  • Products Mentioned - Specific products referenced
  • Status - New, Reviewed, Addressed, Archived
  • Admin Response - Internal notes or customer reply
  • Actions - View, respond, mark addressed

Understanding Menu Feedback

Types of Feedback

Positive Feedback:

  • Loved specific products
  • Appreciated variety
  • Excellent quality noted
  • Great value perception
  • "Best box yet!"

Constructive Feedback:

  • Requests for specific products
  • Too much of one item
  • Not enough variety
  • Preferred different selection
  • Dietary concerns

Negative Feedback:

  • Quality issues with products
  • Disappointing selection
  • Too much repetition
  • Missing expected items
  • Value concerns

Requests:

  • "Can you include...?"
  • "More of X, less of Y"
  • "Never send Z again"
  • Seasonal product requests
  • Recipe suggestions

Common Use Cases

Use Case 1: Weekly Feedback Review

Goal: Monitor customer satisfaction and respond to feedback

Steps:

  1. Filter: "Feedback This Week"
  2. Sort by Rating (lowest first - address problems)
  3. For each negative feedback (1-2 stars):
    • Read full comments
    • Check customer's order history
    • Identify specific issue (quality, selection, quantity)
    • Add to customer account notes
    • Respond if appropriate (apologize, explain, offer credit)
  4. For positive feedback (4-5 stars):
    • Note which products customers loved
    • Thank customer if appropriate
    • Use testimonials for marketing (with permission)
  5. For requests:
    • Forward to purchasing team
    • Track common requests
    • Reply if request can/cannot be accommodated

Frequency: Every Monday (review previous week)

Use Case 2: Identify Product Issues

Goal: Find products receiving negative feedback

Steps:

  1. Filter: Last 30 Days + Rating: 1-2 stars
  2. Export feedback data
  3. Analyze product mentions:
    • "Tomatoes": 8 complaints (quality issues)
    • "Kale": 12 complaints ("too much kale")
    • "Chicken quality": 3 complaints
  4. Investigate issues:
    • Tomatoes: Check supplier, receiving quality, storage
    • Kale: Reduce kale frequency in menus, offer more greens variety
    • Chicken: Specific batch issue or ongoing concern?
  5. Take corrective action:
    • Change suppliers if needed
    • Adjust menu planning
    • Improve quality control
  6. Monitor if complaints decrease

Impact: 40-60% reduction in complaints for addressed products

Use Case 3: Track Customer Preferences

Goal: Understand what customers want more or less of

Steps:

  1. Export: All Feedback Last 90 Days
  2. Categorize requests:
    • "More of" requests:
    • Beef: 45 requests
    • Seafood: 38 requests
    • Berries: 32 requests
    • "Less of" requests:
    • Kale: 28 requests
    • Root vegetables: 15 requests
    • Pork: 12 requests
  3. Share with menu planning team:
    • Increase beef and seafood options
    • Vary greens more (not always kale)
    • Reduce root vegetables in boxes
  4. Test changes for 30 days
  5. Monitor if feedback improves

Example: "After reducing kale by 50% and increasing greens variety, negative kale feedback dropped 70%"

Use Case 4: Respond to Unsatisfied Customers

Goal: Turn negative experiences into positive outcomes

Steps:

  1. Filter: Unaddressed + Rating: 1-2 stars
  2. For each negative feedback:
    • Read customer's complaint thoroughly
    • Check if quality issue, selection issue, or expectation mismatch
    • Review customer's history (loyal customer or new?)
    • Determine appropriate response:
    • Quality issue: Apologize + offer credit or replacement
    • Selection: Explain customization options, offer to adjust preferences
    • Repetition: Show how to skip or swap items
    • Send personal email or call (not automated response)
    • Add credit to account if appropriate
    • Mark feedback as "Addressed" with notes
  3. Track how many unhappy customers are retained

Success Rate: 60-70% of unhappy customers stay if issue properly addressed

Use Case 5: Gather Product Requests for Sourcing

Goal: Identify products customers want that you don't currently offer

Steps:

  1. Search feedback for: "wish", "would love", "can you add", "want"
  2. Compile list of requested products:
    • Duck/Quail (15 requests)
    • Vegan protein options (12 requests)
    • More exotic fruits (10 requests)
    • Specialty cheeses (8 requests)
  3. Evaluate feasibility:
    • Can we source these?
    • What would pricing be?
    • Minimum order quantities?
    • Shelf life/handling requirements?
  4. For viable options:
    • Find suppliers
    • Test with small group
    • Add to regular offerings if successful
  5. Communicate to customers who requested:
    • "Based on your feedback, we're now offering duck!"

Impact: Product expansion driven by direct customer demand

Feedback Response Guidelines

When to Respond

Always Respond To:

  • Quality complaints (product issues)
  • Very negative feedback (1-2 stars)
  • High-value or VIP customers
  • Specific, actionable requests
  • Safety or allergen concerns

Optionally Respond To:

  • Positive feedback (thank you note)
  • General suggestions
  • Questions about products
  • Moderate feedback (3 stars)

Don't Need to Respond To:

  • Very positive feedback with no issues (5 stars, "Great job!")
  • Duplicate feedback from same customer
  • Vague feedback with no actionable info

Response Templates

Quality Issue: 

Hi [Name],

Thank you for letting us know about the [product] quality issue. We're very sorry this didn't meet our standards.

We're investigating with our supplier and have added $[amount] credit to your account for your next order.

We appreciate your feedback and hope to earn back your trust with your next delivery.

Best regards,
[Your Name]

Too Much Repetition: 

Hi [Name],

Thanks for the feedback about variety. Did you know you can customize your box?

You can:

- Swap items you don't want
- Set product preferences (more/less of categories)
- Skip weeks when selection doesn't appeal to you

I'd be happy to help set this up. Just reply to this email!

Best,
[Your Name]

Product Request: 

Hi [Name],

Thanks for suggesting [product]! We're always looking for products our customers want.

I've forwarded your request to our purchasing team. If we're able to source [product], we'll let you know.

Thanks for being a valued customer!

Best,
[Your Name]

Key Metrics to Track

Overall Satisfaction:

  • Average rating over time
  • % of 4-5 star feedback (target: 70%+)
  • % of 1-2 star feedback (target: < 15%)
  • Trend: Improving or declining?

Feedback Volume:

  • Total feedback submissions per week
  • % of customers providing feedback (target: 5-15%)
  • Response rate trends

Common Themes:

  • Top 5 most mentioned products (positive)
  • Top 5 most mentioned products (negative)
  • Most common requests
  • Recurring complaints

Response Effectiveness:

  • % of negative feedback addressed
  • Avg time to respond
  • Customer retention after negative feedback addressed

Troubleshooting

Low Feedback Volume

Symptoms:

  • Very few customers providing feedback

Causes:

  • Feedback form hard to find
  • No incentive to provide feedback
  • Customers don't know feedback is reviewed

Solutions:

  1. Make feedback form more prominent
  2. Send post-delivery email requesting feedback
  3. Offer small incentive (enter drawing, earn points)
  4. Share how feedback leads to improvements

Overwhelmingly Negative Feedback

Symptoms:

  • Majority of feedback is 1-2 stars

Red Flags:

  • Significant quality or service issues
  • Misaligned customer expectations
  • Pricing not matching value
  • Recent negative change (supplier, process, pricing)

Actions:

  1. Urgent management review
  2. Identify root cause(s)
  3. Immediate corrective action
  4. Communication to customers about improvements
  5. Monitor closely until ratings improve

Cannot Identify Customer from Feedback

Symptoms:

  • Anonymous or incomplete feedback submission

Check:

  • Is feedback form requiring customer login?
  • Email address captured?
  • Order number included?

Solution: Update feedback form to require identification for follow-up

  • Product Feedback (admin-edit.php?table=product_feedback) - Feedback on specific products
  • Customers (customers.php) - View customer who submitted feedback
  • Orders (cust_order.php) - View order associated with feedback
  • Products (product_classifications_active.php) - Products mentioned in feedback

Permissions & Access

Required Access Level: Customer Service or higher

Access Level Capabilities:

  • Customer Service: View feedback, add notes, mark addressed
  • Manager: All CS + respond to customers, export data, trend analysis
  • Administrator: All features + feedback form configuration

Best Practices

Feedback Management

  1. Review weekly - Don't let feedback pile up unaddressed
  2. Prioritize negative - Address complaints first
  3. Track patterns - Look for trends, not isolated comments
  4. Share insights - Forward feedback to relevant teams
  5. Close the loop - Respond to customers, show feedback matters

Customer Communication

  1. Be timely - Respond within 24-48 hours
  2. Be personal - Use customer's name, reference specific feedback
  3. Be solution-oriented - Offer fix, not just apology
  4. Be appreciative - Thank customers for taking time to provide feedback
  5. Follow up - Check if issue resolved in future orders

Continuous Improvement

  1. Act on feedback - Don't just collect it, use it
  2. Test changes - Implement improvements based on feedback
  3. Communicate improvements - Tell customers "based on your feedback..."
  4. Measure impact - Did changes improve satisfaction?
  5. Iterate - Continuous cycle of feedback → improvement → feedback

Quick Reference Card

Task Action/Location
View recent feedback Filter: Last 7 Days
Find negative feedback Filter: Rating 1-2 stars
Check unaddressed feedback Filter: Status = New/Unreviewed
Search for product mentions Use Search box for product name
Respond to customer Click customer > Send email
Mark feedback addressed Update Status > Add notes
Export feedback data Click Export button
Find quality complaints Search: "quality", "bad", "spoiled"

FAQs

How do customers submit menu feedback?

Typically through post-delivery email link, customer account portal, or feedback form on website. Check your system configuration for specifics.

Should I respond to all feedback?

Not necessarily. Prioritize negative feedback and high-value customers. Positive feedback doesn't require response unless you want to thank customer or request permission to use as testimonial.

What if customer feedback is wrong or unfair?

Respond professionally. Acknowledge their experience, provide context if appropriate, offer solution. Don't argue, even if feedback unreasonable.

Can I use customer feedback in marketing?

Only with permission. Reply to very positive feedback asking if they'd be willing to provide testimonial or review.

How quickly should I respond to negative feedback?

Within 24-48 hours ideally. Faster for quality/safety issues or very upset customers.

What's a good average rating?

4.0-4.5 out of 5 is good. Above 4.5 is excellent. Below 3.5 indicates significant issues.

Should I offer credit for every complaint?

No, selectively. Quality issues or service failures warrant credit. General dissatisfaction or preference differences may not. Use judgment.

How do I know if feedback is representative?

Compare feedback themes to broader metrics (retention, support tickets, reviews). Small sample size may not represent all customers.

Can feedback be integrated with other systems?

Often yes - feedback can trigger tasks, CRM updates, quality reports. Check with administrator about integrations.

Change Log

2026-03-01

  • Initial documentation created
  • All sections completed per template requirements
  • Included response templates
  • Added trend analysis framework

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.