Overview
Understanding how customers leave feedback on their Perkstar loyalty cards helps you appreciate the feedback process and guide customers who need assistance. This article explains the customer-facing feedback experience on both iOS and Android devices, so you can support customers and encourage participation in your feedback programme.
What customers can do:
Rate their experience with 1-5 stars directly on their loyalty card
Provide additional written feedback for ratings below 5 stars
Access external review links (Google, Yelp, etc.) if you've configured them
Submit feedback quickly and conveniently from their device
Why understanding the customer process matters:
Help customers who have questions about leaving feedback
Troubleshoot issues when customers can't find feedback options
Train staff to guide customers through the process
Encourage higher feedback participation rates
Set proper expectations about what customers experience
Before You Begin
Requirements for customers to leave feedback:
Customer must have loyalty card installed (Apple Wallet or Android)
Feedback feature must be enabled on your card configuration
Customer needs recent visit or transaction experience
Device must have internet connectivity
Important to know:
Feedback process is simple and quick for customers
Text feedback only appears for ratings below 5 stars
External review links only show if you configured them during card creation
Process differs slightly between iOS and Android
How Customers Leave Feedback on iPhone (Apple Wallet)
Step 1: Customer Opens Their Loyalty Card
What the customer does:
Opens Apple Wallet app on iPhone
Locates your business's loyalty card
Taps the card to view it fully
How customers might access the card:
From notification if you sent feedback request push
By opening Wallet and finding card
Double-clicking iPhone side button (if card is default)
Step 2: Customer Accesses Three-Dot Menu
Navigation process:
With card open, customer looks at top-right corner
Taps the three-dot icon (⋮) or info button
Menu of options appears
What menu shows:
Pass Details
Share Pass
Remove Pass
Other card-specific options
Step 3: Customer Opens Pass Details
Accessing feedback feature:
Customer taps "Pass Details" from menu
Card details screen opens
Shows comprehensive card information including feedback button
What customers see in Pass Details:
Card information and description
Your business contact details
Terms and conditions (if configured)
"Leave Your Feedback" button (if you enabled feedback)
External review links (if you added them)
Step 4: Customer Taps "Leave Your Feedback"
Starting the feedback process:
Customer scrolls to find "Leave Your Feedback" button
Taps the button
Feedback form opens with star rating interface
Button appearance:
Clearly labeled (text you configured or default)
Prominently displayed
May include feedback icon
Step 5: Customer Rates with Stars
Star rating interface:
Customer sees 5 stars and taps to rate:
1 star = Very dissatisfied
2 stars = Dissatisfied
3 stars = Neutral/Average
4 stars = Satisfied
5 stars = Very satisfied/Excellent
Customer interaction:
Taps desired number of stars
Stars fill in or change color when selected
Can change selection before submitting
Step 6: Text Feedback Appears (For Ratings Below 5 Stars)
Automatic text box behavior:
If customer selects 1-4 stars:
Text box automatically appears
Prompts customer to explain their rating
Allows detailed written feedback
Helps you understand specific issues
If customer selects 5 stars:
No text box appears
Customer proceeds directly to submit
Streamlined experience for positive feedback
What customers typically include in text feedback:
For 4-star ratings (satisfied but room for improvement):
Minor issues: "Great service but wait time was a bit long"
Suggestions: "Love everything but wish you had more vegan options"
Specific feedback: "Food excellent, but restaurant was cold"
For 3-star ratings (average experience):
Mixed experiences: "Food good but service was inattentive"
Inconsistency: "Quality varies between visits"
Specific problems: "Order took 25 minutes during lunch rush"
For 2-star ratings (disappointing):
Significant issues: "Order was wrong twice and staff seemed rushed"
Quality problems: "Food was cold and had to be sent back"
Service issues: "Staff was overwhelmed and forgot our order"
For 1-star ratings (very poor):
Serious problems: "Staff was rude when I mentioned the issue"
Major failures: "Waited 45 minutes, food was still wrong, no apology"
Unacceptable experiences: "Unsanitary conditions, very disappointed"
Step 7: Customer Sends Feedback
Submission process:
After rating (and entering text if applicable), customer taps "Send"
Feedback submits to your system
Confirmation message may appear
Feedback form closes
What happens on your end:
You receive the rating in your dashboard
Text feedback (if provided) appears with the rating
Feedback shows in your Feedback Rating section
Low ratings appear in "Dissatisfied Members" list
Step 8: External Feedback Links (If Configured)
info: If you added external review links during card creation, after customer submits star rating, additional buttons appear directing them to external platforms.
Common options you might have configured:
"Leave a Google Review"
"Rate us on Yelp"
"Review on TripAdvisor"
"Share on Facebook"
Other platforms you added
What these buttons do:
Open external websites or apps
Direct customer to your business's page on that platform
Allow customer to leave public reviews
Separate from internal loyalty card feedback
Customer behavior:
Some customers click through to leave public reviews
Many skip these (internal feedback is sufficient)
5-star customers more likely to leave public reviews
You can track clicks in "Feedback on Services" metric
How Customers Leave Feedback on Android
Overview
Note: Android feedback process is similar to iOS but with slight interface variations depending on whether customers have Google Wallet cards or Progressive Web App (PWA) cards.
Step 1: Customer Opens Loyalty Card
Card access:
From home screen (PWA):
Customer taps loyalty card icon
Card opens in browser
From Google Wallet:
Opens Google Wallet app
Finds your business's card
Taps to open
Step 2: Customer Accesses Settings/Menu
Navigation:
Customer looks for three-dot menu (⋮) or settings icon (usually top-right), then:
Taps the menu icon
Options appear
Or customer may:
Tap "Details," "More Info," or similar
Look for "Settings" or "Options" button
Step 3: Customer Finds Feedback Option
In menu or details screen, customer looks for:
"Leave Feedback"
"Rate Your Experience"
"Share Your Thoughts"
"Feedback" button
Customer taps feedback option to open form.
Step 4: Customer Rates and Submits
Feedback process:
Taps stars to rate (1-5)
Enters text feedback if rating below 5 stars (text box appears automatically)
Reviews submission
Taps "Send" or "Submit"
Same functionality as iOS:
Text box for ratings below 5 stars
Direct submission for 5-star ratings
External review links if you configured them
What You See When Customers Leave Feedback
In Your Dashboard
Accessing customer feedback:
Navigate to Dashboard or Analytics
Go to Feedback Rating section
View aggregated and individual feedback
What you see:
Summary metrics:
Total number of customers who left feedback
Number of 5-star (positive) ratings
Average loyalty level (overall rating)
Customers who clicked external review links
Detailed breakdown:
Distribution of ratings (how many 1-star, 2-star, etc.)
List of all feedback submissions
Date/time each feedback was submitted
Dissatisfied Members list:
All customers who rated below 5 stars
Their names (or customer IDs)
Their star rating
Their text feedback (visible here)
Date of feedback
Reading Customer Text Feedback
Where to find detailed comments:
In Feedback section, go to Feedback Rating area
Click on "Dissatisfied Members" or feedback details
Select specific customer feedback to read their comments
What customer comments reveal:
Patterns to identify:
Recurring issues (multiple customers mention same problem)
Staff-specific feedback (names mentioned)
Time-specific issues (lunch rush problems, weekend issues)
Product/service quality trends
Actionable insights:
Specific operational improvements needed
Training opportunities for staff
Product quality issues to address
Service speed or attentiveness concerns
Guiding Customers Through the Feedback Process
When Customers Ask How to Leave Feedback
Provide clear instructions:
For iPhone users:
"Open your loyalty card in Apple Wallet"
"Tap the three dots in the top-right corner"
"Select 'Pass Details'"
"Tap 'Leave Your Feedback'"
"Rate us with stars and submit"
For Android users:
"Open your loyalty card"
"Tap the menu (three dots) at the top"
"Select 'Leave Feedback'"
"Rate us with stars and submit"
In-store signage ideas:
QR code linking to feedback instructions
Staff training on guiding customers
Table tent cards with simple steps
Receipt reminder with instructions
Encouraging Feedback Participation
How to get more customers to leave feedback:
Verbal requests:
Train staff to ask: "Would you mind rating your experience on your loyalty card?"
At checkout: "We'd love your feedback—it's quick and easy on your card!"
After service: "Hope everything was great! Please rate us when you get a chance"
Automated push notifications:
Use Feedback Collection automation (sends 2-6 hours after visit)
Timing catches customers when experience is fresh
Significantly increases feedback rates
Incentives (optional):
"Rate your visit and earn bonus points!"
"Leave feedback for a surprise on your next visit"
"Your opinion matters—share feedback to earn a reward"
Make it easy:
Ensure feedback button is clearly visible
Test feedback process yourself regularly
Ensure it works on both iOS and Android
Fix any technical issues immediately
Training Staff to Assist Customers
Staff should know:
How to guide customers:
Where feedback button is located
Step-by-step instructions for both platforms
What customers need (installed card, internet)
How to troubleshoot common issues
When to encourage feedback:
After particularly good service (capture 5-star ratings)
When customer expresses satisfaction or dissatisfaction
During checkout or payment process
When customers ask about the loyalty programme
How to respond to feedback requests:
Welcome all feedback (positive and negative)
Thank customers for taking time to rate
Don't pressure or guilt customers
Respect if customers decline
Troubleshooting Customer Issues
"Customer Can't Find Feedback Button"
Common causes:
Feedback not enabled:
Check your card configuration
Ensure feedback collection is activated
If disabled, enable in card settings
Customer looking in wrong place:
Guide them: Three dots → Pass Details → Leave Your Feedback
Not on main card view
Inside Pass Details specifically
Card needs updating:
If you recently enabled feedback, customer's card may need refresh
Send a push notification to trigger card update
Or ask customer to remove and reinstall card
"Customer Says Feedback Won't Submit"
Troubleshooting steps:
Check customer's internet:
Feedback requires internet connection (Wi-Fi or data)
Ask customer to check connection and try again
Try again later:
Temporary technical glitch
Ask customer to try in a few minutes
Or accept feedback verbally/via email
Card sync issue:
Customer can try closing and reopening app
Or remove and reinstall card
Contact support if problem persists
"Customer Wants to Change Submitted Feedback"
Current limitation:
Warning: Feedback submissions are typically final and cannot be edited after submission.
Alternatives:
For customer:
Leave new feedback after next visit (shows experience changed)
Contact you directly to explain (you see original but appreciate context)
For you:
Note customer's follow-up explanation
Update your records manually if needed
Focus on resolving their concern rather than the rating itself
"Customer Left Wrong Rating Accidentally"
If they haven't clicked Send yet:
Customer can change stars before submitting
Just tap different star rating
If already submitted:
Cannot change submitted rating
Customer can leave new feedback next visit
Consider this when addressing their feedback
Best Practices for Managing Customer Feedback
Respond to All Feedback
5-star ratings:
Express gratitude
Reinforce positive behavior
Encourage continued loyalty
4-star ratings:
Thank customer
Address minor concerns mentioned
Show you're working on improvements
1-3 star ratings:
Reach out immediately (within 24 hours)
Apologize sincerely
Offer to make it right
Follow up to ensure resolution
Use Feedback to Improve
Regular feedback review:
Daily: Check for new dissatisfied members
Weekly: Analyze feedback patterns
Monthly: Strategic improvements based on trends
Action items from feedback:
Staff training needs
Operational adjustments
Product quality improvements
Service speed enhancements
Communicate Changes Based on Feedback
Let customers know you're listening:
"Based on your feedback, we've added more seating"
"You asked, we listened—new vegan options available!"
Post signs: "Thanks for your feedback! We've improved..."
Closes the loop:
Shows feedback creates change
Encourages future participation
Builds trust and loyalty
Frequently Asked Questions
Do customers know their feedback is visible to us?
Yes, feedback is understood to go to the business. It's private (only you see it), not public like Google reviews. Customers provide it to help you improve.
Can we prevent customers from leaving low ratings?
No, and you shouldn't want to. Honest feedback (including negative) helps you improve. All customers can rate their genuine experience.
How do we see customer text feedback?
In your Dashboard → Feedback Rating section → Dissatisfied Members list. Click on individual feedback to read their comments.
What if a customer leaves unfair or abusive feedback?
You can't delete it, but you can: (1) Reach out to understand their perspective, (2) Attempt service recovery, (3) Keep feedback for your internal records. Patterns matter more than individual outliers.
Should we incentivize feedback with rewards?
It can increase participation rates significantly. Consider: "Rate your visit, earn 50 bonus points!" However, ensure rewards don't bias ratings—customers should feel free to be honest.
Can customers leave feedback without visiting?
Technically yes (if they have the card), but most feedback comes after actual visits. Automated feedback requests trigger after transactions, which naturally ties feedback to visits.
How often can a customer leave feedback?
As often as they want—after each visit if desired. This is good! Multiple feedback points show trends (consistent quality or declining service).
What if we don't want text feedback, just star ratings?
The text box automatically appears for ratings below 5 stars—this is system behavior and helps you understand issues. You can choose not to read text feedback, but it's valuable for improvement.
Can we customize the feedback questions?
The standard interface is star ratings + text box. For custom feedback questions, you'd need external survey tools linked via the external feedback links.
How do external review links work?
If you added Google, Yelp, or other review platform links during card creation, buttons appear after customers submit internal feedback, directing them to leave public reviews on those platforms.
Tip: Need help with the feedback process? Contact support for assistance with enabling feedback, troubleshooting customer issues, or optimizing your feedback collection strategy.