New in QuickFeedback: Make It Right, when unhappy customers ask you to fix it

Inside is a first name, a phone number, and four sentences about a Saturday morning that went wrong. The customer wrote them twenty minutes ago, standing on the sidewalk outside your shop. Then she did something she has never been able to do in QuickFeedback before. She asked you to call her.

That is Make It Right, and it is live in your account today.

The gap we never closed

QuickFeedback has always been built on a simple trade. Feedback is anonymous, so people tell you the truth. They tell you the wait was too long, the order was wrong, the room smelled like bleach. Nobody softens it to be polite, because nobody is looking you in the eye.

That anonymity is why the feedback is worth reading. It is also why every negative comment ended the same way. You learned what went wrong, you fixed it for the next customer, and the person who actually had the bad experience walked away for good. You had the problem and none of the details. No name, no number, no way to say the six words that fix almost everything: let me make this right for you.

Make It Right closes that gap without touching the trade. The customer stays anonymous unless the customer decides otherwise.

What it actually is

One extra question (customizable), asked only after negative feedback, and only if you switch it on:

We'd like to make this right. Want us to reach out to you?

If they say yes, they leave an email address or a phone number, and it arrives attached to that one feedback. If they say no, nothing changes at all. The comment stays anonymous exactly as it does today.

That is the entire feature. A bridge between "something went wrong" and "we took care of it," built by the customer, only when the customer wants it built.

What your customer sees

The flow stays as fast as it has always been. Scan, tap the unhappy face, say what happened, read the AI reply.

Then one card appears under that reply. Name field, optional. Two chips to choose email or phone, whichever you asked for in your settings. A primary button that says "Yes, contact me," and a quiet "No thanks" link that simply makes the card go away. Tap yes and the card is replaced by your confirmation message. That is the whole interaction, and it costs about eight seconds.

The public review section sits below it and stays visible the entire time, before the ask, during the ask, and after it. Every customer sees the same option at the same prominence, whatever they tapped and whatever they typed. Make It Right adds a step for people who want help. It removes nothing from anyone.

What you see

The alert email changes shape the moment a request comes in. The subject tells you action is needed, and the contact details sit at the very top, above the feedback itself, with a button that opens the response in one click. If the customer skipped the ask, the email is exactly the one you get today.

In your feedback list, the response carries an orange label: Make It Right, contact them. Click it and the row expands with the name, the preferred method, the contact detail, and a copy button. Make the call. Mark it resolved. The label turns green: Made it right, with the date. Clicked it by mistake? Re-mark it and it goes back to waiting.

Your dashboard carries the story end to end, as three bars on one scale: unhappy feedbacks, asked for contact, made it right. Open requests are counted separately so nothing quietly ages out of view.

And when you resolve one, the notes box asks what you did. Two seconds of typing now ("called her, redo booked Thursday") is the difference between a record and a memory, three months from now when you are looking at the month in review.

It gives small businesses a practical customer service recovery process when something goes wrong.

Three rules we built in before we built anything else

Make It Right is a service recovery tool. It is not a contact list, and we made sure it cannot quietly become one.

1. The contact detail belongs to one feedback. It is attached to that single response. There is no contacts screen, no list to export, no segment building itself in the background.

2. It is never used for marketing. A customer asking you to fix a problem has not joined your newsletter. Those details never flow into any marketing tool, ever.

3. It deletes itself. Contact details are erased automatically after the retention period you pick: 30, 60, 90, or 180 days. The feedback stays. Your resolution history stays. The personal data does not.

   
   

Your customers trust the QR code because it asks nothing of them. Make It Right keeps that promise and hands them the choice, one feedback at a time.

Why customer service recovery is worth turning on

The customers who quietly stop coming back rarely tell you anything. They had a mediocre visit, they decided not to make a scene, and you never learn their name. The ones who do speak up are giving you something valuable, and until now the most useful thing you could do with it was improve next week.

Now you can answer them this afternoon. Not because anyone was steered away from anywhere, but because a problem someone handled beats a problem nobody noticed. Reviews should reflect what your business is actually like. The fastest way to improve them is to fix the thing, while it still matters to the person it happened to.

Turning it on takes about a minute

Make It Right is off by default. Nothing changes in your flow until you decide it should.

1. Open your QR code settings and find the new Make It Right card, directly under your negative response message.

2. Switch it on.

3. Choose what to ask for (email, phone, or both), edit the message and confirmation text if you want them in your own words, and pick your retention period.

It works per QR code, so you can try it at one location or one counter before rolling it out. The messages support every language you have enabled, same as the rest of your feedback flow.

Available today

Make It Right is included on every paid plan starting now, and you can use it during your 30-day free trial. If you already have QuickFeedback, it is sitting in your QR code settings waiting for a toggle.

If you do not, this is a good week to start. Set up your QR code in under a minute. The next time something goes wrong on your floor, you will hear about it first, and for the first time, you will be able to do something about it.

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