Trail & Feed It Back

Handling complaints and motivating teams with feedback just got easier. Introducing our new Feed It Back integration, keep reading to find out how it works.
Ben Peck
Dec 2023
4 min read
Trail and Feed it back partnership

Setting the scene

A customer sits down to eat in your restaurant and enjoys their experience.

Except when they visit the toilets, they’re unclean and un-stocked. After apologies are out of the way, what happens next?

Scrawling the complaint into a logbook? What if the feedback isn’t written down and gets forgotten? Or, what if the customer is too shy to complain? Typically, they would just leave with a damaged impression or never come back.

Mistakes happen — it’s how your team deals with them that’s key.

Encouraging customer feedback

Feed it Back offers customers an incentive to provide feedback on their experience. A fully branded and customisable survey captures their comments.

By encouraging feedback to be given through their own phone, customers are empowered to give feedback they might not otherwise have given.

Turning feedback into action

That’s where Trail’s integration with comes in.

Trail then makes sure that the feedback gets actioned; If a customer reports that the toilets aren’t clean, a task automatically appears in Trail telling the team what action to take, preventing repeat mistakes and improving the experience for other customers.

But with the new integration with Trail, that’s not where the journey ends.

As with all data in Trail, the incident is logged and stored securely.

Feed It Back can capture feedback on everything from alleged food poisoning to accident reports to maintenance & service issues and much more. Trail makes sure it's recorded and the right people take action at the right time to resolve any issues.

Motivating teams

And of course, negative feedback is only part of the story.

With Feed it Back and Trail, you can also share all that positive feedback you receive with the team members involved. The result? Encouraged team members with a spring in their step.

What does this integration mean for you?

The integration kickstarts quick team responses, making sure incidents are dealt with quickly and in the right way.

Automated incident logging reduces the load on your team. Can’t remember the date of an incident that happened 6 months ago? No problem. Just search for ‘foreign object’ or ‘dirty glasses’ and you’ll find what you’re looking for. No more trawling through tired, beaten logbooks and illegible handwriting. Hurrah!

What else you can do with Trail

Trail is much more than incident logging. It’s changing the way hospitality is run.

An incredibly simple app guides teams through their working day, from opening checks and food safety to cashing up. Checklists and forms replace paper logbooks, for a safe digital record.

Reports & alerts give the business complete visibility and control over efficient operations. And when integrated with ePOS, rotas and other systems, Trail becomes the central operational hub for the entire organisation.

Find out more ways to use Trail here.

Find out more about Feed It Back here.

McManus Pubs customer testimonial

What customers are saying

"I f****** love Trail, it's taking my businesses to the next level."
Josh Paterson
"We rarely provide training to our guys, they just bought into the idea straight away. I love that I have a full visual of everyone's activity in front of me."
Katrin Toots
Compliance Manager
“It’s not a paper diary that’s covered in barbecue sauce. We have clarity over what’s done in our sites and are confident going into our audits.”
Jay Brown
“The EHO visited almost every site last year and every store was given a five star rating."
Jay Brown
Operations Chef
"We turned our Costa Checks and various compliance forms into regular tasks on Trail, which has contributed to some of the best scores we have had."
Delroy Daniels
Operations Director
"Our teams love it, it gives our managers of all levels absolute clarity on what they need to achieve every day."
James Brown
Operations Director

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