Same broast. Better reviews.

Good food, an unfair rating

For a restaurant, a Google rating is often the first thing a new guest sees. At Laffah Broast, that number sat at 3.2, and it did not reflect what happened in the dining room on most nights.

The reason was simple. Guests who had a great meal paid, said thank you and left. Guests who had a slow order or a missed request went home and wrote about it. With no way to hear from people while they were still at the table, the restaurant was always reacting to problems after they had already gone public.

We knew most of our guests were happy. But the only people telling the world about us were the ones we had let down, and we were hearing about it from Google instead of from them.

A feedback form on every table

Laffah Broast now runs the RestaurantOS feedback module. Every table carries a branded QR code, and a guest can rate their visit from their phone in a few seconds: the food, the service and the ambience, with space to say what stood out.

The same QR experience powers Laffah’s online menu, so guests already reach for their phones to browse the menu, and leaving feedback before they go feels like a natural part of the visit rather than a chore.

Every response lands in one place, broken down by category, so the team can see what guests are praising and where the experience is slipping, instead of guessing from the odd review.

For the first time, we were hearing from the quiet guests, not just the angry ones. And the picture was a lot better than our rating made it look.

Fixing it before the guest leaves

When a guest leaves a low rating, the feedback module alerts the manager straight away. That turns a bad review waiting to happen into a problem the team can still solve: a manager can walk over, apologise, replace an order or simply listen, while the guest is still in the restaurant.

Over time, the category ratings showed Laffah’s team which parts of service needed attention, so the same complaint stopped coming up again and again.

If someone is unhappy, I want to know while they are still sitting here, not two days later on the internet. Now I do, and most of the time we can turn it around before they walk out.

Turning happy guests into public reviews

The other half of the change happens after a good meal. When a guest leaves a positive rating, the feedback module invites them to share it on Google and takes them straight to Laffah’s Google Business profile. There is no searching for the right listing and no extra effort.

The guests who were always happy finally had an easy way to say so in public. Review by review, the online picture caught up with what was happening at the tables, and Laffah Broast’s Google rating climbed from 3.2 to 4.2.

Our food did not change. What changed is that our happy guests started speaking up. Going from 3.2 to 4.2 is the best advertising we have ever had.

One system behind the counter

The feedback module sits alongside RestaurantOS POS and Laffah’s online menu, so orders, the menu and guest feedback all run on one platform. The team takes orders, serves guests and hears how every visit went without juggling separate tools.

We used to wait for reviews and hope for the best. Now we ask every guest, we fix what we can on the spot, and the rating shows it.