Trail & Feed It Back

Bring customer feedback and team action together, with our new Feed It Back integration.
Ben Peck
Apr 2021
3 min read

Motivating teams with positive feedback and handling complaints just got easier. Here's how our new Feed It Back integration works.

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.

Turning feedback into action

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

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

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.

What customers are saying

"It’s the app I can’t live without in my working day."
Beth Cole
Assistant General Manager
"Trail is making it easier for our teams to ensure our food and safety practices are upheld."
– Trail is making it easier for them to ensure our food and safety practices are upheld."
Tracey Colbert
Risk & Compliance 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
"Trail was so easy to set up and the pubs love it"
Simon Swann
Regional Manger
"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
"Trail has given us realtime insight into every facility across our estate, so we can react to maintenance issues before they become large."
Scott Vernon
Chief Financial Officer

Rated 5/5 on