TGI Fridays is integrating review technology into the checkout process, enabling customers to give feedback seamlessly as well as allowing the restaurant to address concerns on-site to preempt negative online reviews

Chain restaurant TGI Fridays is employing in-store review to help address customer concerns immediately, and thereby improve its online ratings. To do so, the franchise added a device to the checkout process that prompts customers to give honest feedback about their meals and experience at the restaurant.

Managers are notified as new reviews and comments come through and can then start a dialogue between the staff and customers to see what improvements can be made. The hope behind this way of incorporating feedback is that the restaurant will be able to address issues as or shortly after they occur and reduce negative online reviews made after the customer visit.

This modified review system also works as a way for TGI Fridays to collect more digital profiles from its customers, providing a source of valuable data and allowing the chain to offer more personalized advertisements.

TGI Fridays


Lead image: TGI Fridays via Instagram

Chain restaurant TGI Fridays is employing in-store review to help address customer concerns immediately, and thereby improve its online ratings. To do so, the franchise added a device to the checkout process that prompts customers to give honest feedback about their meals and experience at the restaurant.

Managers are notified as new reviews and comments come through and can then start a dialogue between the staff and customers to see what improvements can be made. The hope behind this way of incorporating feedback is that the restaurant will be able to address issues as or shortly after they occur and reduce negative online reviews made after the customer visit.