Become a Uber Eats Reviews Master and Learn How to Automate your Response to Increase Sales!

All delivery platforms each have their own review systems, but Uber Eats stands out with its comprehensive and feature-rich approach.

Uber Eats Reviews

To access your reviews on Uber Eats, begin by navigating to your merchant Dashboard. From there, select “Customers” on the left-hand panel, then click on “Feedback.” Within the Feedback section, you’ll find an “Overview” displaying your store’s average rating, followed by the “Reviews” tab.

Quick path: Start from your Dashboard, then Customers > Feedback > Reviews

In the Reviews section, you’ll see a chronological list of customer reviews, with various filtering options available. These options include filtering by date range, star rating, review tags, reply status, or comments.

• Date Range: You may use this option and select a specific date range to get valuable insights, such as evaluating the impact of recent ad campaigns or identifying recurring issues with certain products
• Star Rating: You may filter by numbers of Stars provided by customers from 1 - 5.
• Review Tags: These are basically “key words” that Uber Eats have marked as important as they are constantly used within the UE platform.
• Reply Status: This option will filter the reviews you have replied to already or pending ones.

It’s essential to respond to all reviews promptly, regardless of their rating, as this helps to bolster your reputation. Potential customers constantly check restaurant’s reviews in order to get an idea of how trustworthy and how polite the responses are. Remember, you have a 14-day window to respond to reviews, after which you can view but not reply to them. These are some examples of what you will see:

Review replied on time

Review Awaiting response

Review left unresponded

Creating Auto Replies

Responding swiftly to reviews enhances your reputation and fosters customer loyalty. Uber Eats offers a helpful feature that often goes unnoticed: automated review replies.

To help you with this process Uber Eats has an amazing feature that often becomes unseen: Did you know you can automate your review replies in Uber Eats?

Creating an Autoreply is akin to setting up a filter, where you define rules for automated responses based on review ratings. From the Reviews screen, navigate to “Manage Autoreplies” and select “Create Auto Reply.”

Quick path: From Reviews screen, click on Manage Autoreplies > Create Auto Reply

It’s advisable to set up autoreplies for both 1-star and 5-star reviews, at minimum. When creating an autoreply for a 1-star review, specify the conditions, such as customer type and minimum order spending, and craft a polite and empathetic response.

Let’s start by creating a polite Auto Reply one for 1-star Reviews:

First you will be prompted to choose the number of stars that a customer must give your restaurant so that the auto reply you’re creating will be sent.

1. Number of stars: Select 1 star
2. Type of customer: You need to choose either New or Returning
3. Minimum order spending: This is optional but you may choose from the default options or select “Custom” to indicate the exact amount you would like to choose as a minimum
4. Message: At this stage you are asked to create what will become your response to a customer’s review. Uber Eats is super nice and has an example that you can use but we suggest you create one of your own using your restaurant’s tone and personality.

UE will need you to create a message that uses at least 50 characters and up to 500.

1. Offer: This is also optional but, when it comes to poor reviews, we would recommend you offer your customer who’s had a bad experience a little something inviting them to give you another opportunity to redeem yourself.
2. Click CREATE

And just like that you have created your first Auto Reply!

Now, let’s try to do the same process with a 5-star Review:

1. Number of stars: Select 5 star

2. Type of customer: You need to choose either New or Returning. In this case, you may want to create 2 different automations, one for each of these options so that all 5-star reviewers will receive a message.

3. Minimum order spending: Again, this is optional. You may choose one of the default options or select “Custom” to indicate the exact amount you would like to choose as a minimum

4. Message: Please create a nice message using your restaurant’s tone that is sincere and humble, thanking the customer for leaving you such positive feedback.

5. Offer: This is also optional but, it would be a great idea to give a small offer to customers who’ve had a positive experience buying at your restaurant. This will encourage them to continue ordering from you and you will start to build loyal and recurrent customers.

6. Click CREATE

By implementing autoreplies, you streamline the process of engaging with customer feedback, demonstrating attentiveness, and fostering positive relationships with your clientele. As customer reviews increasingly influence consumer decisions, investing time and effort into managing feedback can yield significant returns in terms of customer satisfaction, loyalty, and ultimately, business success.

Embracing the features offered by Uber Eats and adopting best practices for review management, restaurants can not only mitigate negative experiences but also capitalize on positive feedback to drive growth and foster lasting relationships with their customers.

As you navigate the ever-evolving landscape of restaurant operations, integrating third-party delivery platforms seamlessly with your Square or Clover POS system is paramount for success. With OrderOut, you not only streamline your order management process but also gain invaluable insights and efficiencies that drive growth and customer satisfaction.

Don’t let the complexities of managing multiple delivery platforms hold your restaurant back. Embrace the convenience and advantages of OrderOut’s integration solutions today, and watch your business thrive in the digital age of dining.