Use this article to open GEM for the first time, learn what each area of the product does and find out what needs to be connected before your data appears.
How to open GEM
GEM is an add-on to the DoorDash Merchant Portal. You reach it from the Merchant Portal rather than signing in to a separate site.
Sign in to the DoorDash Merchant Portal.
In the left sidebar, find Add-ons.
Click Guest experience management.
Note: Anyone who needs GEM must have a DoorDash Merchant Portal account for your business first. They don't need access to the same stores in the Merchant Portal that they'll have in GEM. See Managing users, permissions and store access for how to add someone to GEM.
What you can do in GEM
The GEM left sidebar is organized around three jobs: reading and answering customer feedback, tracking your public ratings and finding operational problems.
Reading and answering feedback
Where to go | What it's for |
Reviews > Feedback management | Read, filter, search and reply to reviews from every connected platform in a single feed. Set up automated replies here or in Settings. |
Reviews > Media | Browse every photo and video your customers attached to their reviews as one gallery, across all of your stores. |
Discount Redemptions | Track the credits and loyalty points you attached to review responses, including how many were redeemed and what those orders were worth. |
Tracking your ratings
Where to go | What it's for |
Review metrics > Overview | See your DoorDash and Google star ratings over time, including the Lifetime Rating chart. |
Review metrics > Reputation management | Track how your GEM customer survey is affecting your public Google rating. |
Benchmarking | Build a saved table comparing any stores, store groups and metrics you choose, side by side. |
Finding operational problems
Where to go | What it's for |
Operations Quality | Review order accuracy, cancellations, Dasher wait time and store downtime for your DoorDash orders, then compare stores to find where to follow up. |
Menu performance | See how guests rated each menu item, how often each item is missing or incorrect, and the reviews from orders that included it. |
Staying informed and taking action
Where to go | What it's for |
Alerts | Get an email when a new review comes in that matches criteria you define. |
Reports | Get scheduled email summaries of your GEM data, daily through quarterly or as a one-time send. |
Marketing | Open the Merchant Portal campaign builder, where you can target customers based on the review they left. |
Settings | Manage users and permissions, organize stores into store groups, configure automated review responses and check which review platforms are connected. |
What needs to be connected before your data appears
Different areas of GEM depend on different connections and products. If an area looks empty or doesn't appear in your sidebar at all, check the table below.
For this to work | You need |
Google reviews, and Reputation management | A Google Business Profile connected to GEM for each store. Stores without a connected Google listing won't appear in Reputation management. |
Operations Quality, Menu performance and order-volume metrics | DoorDash Marketplace order data for the store. Some stores may not have operations data available for these metrics. |
Loyalty points on review responses | DoorDash Cross-Channel Loyalty, which is part of DoorDash Commerce Platform Pro. Credits on review responses don't require it. |
Targeting campaigns by review activity | A DoorDash Storefront. |
To check which review platforms are connected for your business, click Settings > Integrations in the GEM left sidebar.
Note: Not every area is available to every account yet. Menu performance in particular is still rolling out. If you don't see something described in this article, reach out to support to ask about access.
Which review platforms GEM covers
GEM brings reviews from your connected sources into one feed. The sources available to you depend on your account.
Platform | What it covers |
DoorDash | Reviews from customers who ordered through DoorDash Marketplace, using Loved, Liked and Didn't like ratings. |
Reviews from your Google Business Profile, using 1 to 5 star ratings. | |
GEM Survey | Private feedback collected through GEM's own customer survey, using 1 to 5 star ratings. Only visible in GEM. |
Yelp | Available when a Yelp connection is in place for your account. |
Availability varies by account. Contact support to ask whether Facebook reviews can be connected for your business. |
Who on your team can see what
Two things control what someone can do in GEM:
What they can change. A Viewer can see everything but can't make changes. An Editor can take action, and you choose which features each Editor can use.
Which stores they can see. Users only see reviews and data for the stores assigned to them, either individually or through a store group.
For the full breakdown, including how to add someone and why a button might be disabled, see Managing users, permissions and store access.
Where to start
If you're setting up GEM for the first time, this order gets your team working fastest:
Add your team. Go to Settings > Users and add the people who need access, with the stores each one should see.
Organize your stores. If you run more than a handful of locations, set up store groups in Settings > Stores so you can filter, report and grant access by region, market, brand or franchisee instead of store by store.
Answer your open reviews. Go to Reviews > Feedback management > Needs Response and work through the backlog. GEM suggests a reply for each one.
Turn on automated responses for positive reviews. Starting with your highest ratings only is the lowest-risk way to begin, and it clears the volume that doesn't need a personal reply.
Set up an alert. Create an alert for your lowest ratings so the right person hears about a bad experience without having to check GEM.
Frequently asked questions
Do I need a separate login for GEM?
No. GEM uses your existing DoorDash Merchant Portal account. Open it from Add-ons > Guest experience management in the Merchant Portal left sidebar.
Why can't I see one of the areas described in this article?
Either the area isn't available for your account yet, or your user permissions don't include it. Check your own permissions by going to Settings > Users and clicking your own row. If the area is missing entirely rather than disabled, contact support to ask about access.
Why are some of my stores missing from a page?
Users only see data for the stores assigned to them, so first confirm your store access in Settings > Users. If you do have access, the store may not have the connection that page depends on — see the connection table above.
Does GEM replace the Merchant Portal?
No. GEM handles reviews, ratings and guest experience. Order-level details, financials and campaign building stay in the Merchant Portal, and GEM links across to it where you need them.
Questions? If you need help with this process or have questions, reach out to DoorDash Support at oosupport@doordash.com.