Read ratings and feedback on the Reviews page

Add-on: Post-Visit ReviewsBackofficeFor managers

Needs: Any backoffice user with access to the location

The Reviews page collects every rating and comment guests left through your post-visit review emails, with charts to spot trends and a list of private feedback to follow up on.

Where to find it

Backoffice › Reviews (left sidebar). The menu item only appears when the Post-Visit Reviews add-on is enabled for the location.

What it does

Summary cards:

  • Total ratings and Average rating (out of 5), with the share that is positive. "Positive uses your review threshold from Email Automations."
  • Review requests (reservations) — how many review emails were sent, with the Fill rate (share of requests that got a rating).
  • Private feedback and Category tag mentions.

Two tabs:

  • Reports — Rating distribution, Ratings per day, Average rating over time with a running average, and Improvement themes (feedback categories) — how often guests picked food, service, ambiance, wait time, value or cleanliness.
  • Feedback — each rating with guest, party size, visit date, experience, rating, category tags and comment. Filter by stars (All ratings or one value) and Has comment, search ("Search by guest, reservation, experience…"), and open Review details to see the linked reservation or Open guest profile.

Use Refresh to load the latest ratings.

How to follow up on a low rating

  1. Open Reviews › Feedback and filter on 1 or 2 stars.
  2. Open the rating to read the comment and the reservation it belongs to.
  3. Click Open guest profile to see the guest's history and contact details, then contact them yourself.

Good to know

  • Ratings at or above your threshold send the guest on to Google. Your Google review itself is not shown here — only the star rating they gave in 10Seat.
  • Lower ratings are confirmed by the guest on a feedback page and stay private.
  • Each rating also appears on the guest's profile under Post-visit reviews and as Avg. rating.
  • The page loads the most recent ratings (up to 500) and feedback entries (up to 200) for the location, so totals on very busy locations cover your recent history.
  • There is no reply function: follow up with the guest by email or phone.

Troubleshooting

"Post-Visit Reviews add-on is not enabled" Click Go to Add-ons and ask an admin to enable Post-Visit Reviews.

"No reviews yet" / "No ratings yet" No guest has rated yet. Check that Post-Visit Review Email is switched on under Email Automations and that review emails are being sent (Email Activity, template Post-Visit Review).

The fill rate is low Many guests don't click. Try sending sooner after the visit (for example 2 or 4 hours) and make sure your logo and name make the email recognisable (Email Templates).

"Failed to load reviews" Click Refresh or reload the page. If it persists, contact 10Seat support.