Most feedback is quieter than a complaint.
Reviews & Feedback is the part of UMI that gathers what customers say — public reviews, form responses, notes taken after a visit — and groups them by what they are about. Every comment still gets answered. What it adds is the moment somebody notices that four of them describe the same thing.
Answered one at a time, all week.
The pace of service before ordering
One review, one form, two shift notesNamed positively, almost every time
Stable all weekAll three from first-time visitors
New since the menu changedOne operational problem, described seven different ways, by people who never met — and escalated by nobody.
One queue, grouped by what people are describing.
Nothing is deleted or scored. The comments arrive as they always did — they are just filed together when they turn out to be about the same thing, with the visit attached where UMI can find it.
“The service was good, but slower than usual.” ★3Visit found: Sunday, table 12 — 11 minutes to first order
“The wait was the only thing that let it down.”Arabic and English grouped together
Pace flagged twice by floor staff on separate nights.No visit attached — internal record
Three further comments describing the same delay.
Named positively in seven of eight. One asked for someone who was away.
All three from first-time visitors, all since the set menu changed.
Look at the seven waiting comments together before changing anything on the floor — and reply to the ★3 with the eleven-minute wait in front of you.
Replying stops being the whole task.
Four places, four tabs, whoever saw it first.
- A theme is spotted when somebody happens to remember last Tuesday
- Arabic and English comments are read as two separate piles
- The rating moves before anyone knows what caused it
One queue, grouped by what it is about.
- Comments describing the same thing are filed together
- Both languages are grouped by meaning, not by language
- The visit behind the comment is attached where it can be found