A follow-up email goes to each guest a while after their visit and asks one question: how was it? The guest picks a star rating and presses submit. Guests who loved it are invited to say so publicly, on Google, Tripadvisor or both. If someone rates you under 4 stars, NomNom tells you straight away, so you can put it right.
Switch it on
1. Open the Follow-up tab. In NomNom Web, open Settings from the account menu (top right) or the button at the bottom of the left-hand bar, choose Email Settings, then click Follow-up at the top. Settings is for admins only.
2. Turn on Send follow-up email. Venues that joined recently have it on already, unless they unticked it when they signed up. With no review link set, it offers to add a Google one; the follow-up is on either way.
3. Choose when it goes. Click Send and pick anything from 1 hour after to 1 week after, counted from the booking time. 24 hours after is the default.
4. Check your review links. Under REVIEW LINKS:
- Google review link. If you picked your restaurant from Google when you set NomNom up, it says Generated from your Google listing — nothing to do. Only fill it in to point guests somewhere else.
- Tripadvisor link. Paste your listing’s review page. No link means no Tripadvisor button.
In NomNom Web: Settings → Email Settings → Follow-up. In the phone app: Settings → Email Settings → Follow-up.
What your guest sees
The email asks How was your visit? and shows five stars. Tapping one opens your review page with that rating picked, but nothing is saved yet: the guest checks their rating and presses Submit my rating. If they tapped the wrong star, they tap another one to change it, even after submitting.
- 4 or 5 stars: a thank-you, with Review on Google and Review on Tripadvisor buttons for the links you’ve added.
- 1 to 3 stars: an apology and a box to tell you what let them down, sent with Send to the manager. They’re told the team will be in touch. Your public review link stays on the page as a smaller link.
When a guest rates you under 4 stars
- If they write a message and press Send to the manager, you get an email straight away with their words, the rating and the booking details.
- If they only rate, NomNom waits about 30 minutes in case they change it, then emails you if it’s still under 4.
The email goes to your sender address in Email Settings, or your venue’s main email address if that’s empty, and its subject starts with the rating. Just reply: your answer goes straight to the guest. Your venue’s phones get a notification too. Ratings of 4 and 5 don’t email you.
Change the wording
In Email Settings, click Email Templates and choose Follow-up. Your Intro paragraph goes near the top and your Footer paragraph near the bottom. Save, then click Preview email to read it as your guest will. Insert field works as it does in Customising your confirmation emails.
Send one by hand
Open the booking, go to Messages, click Send email and choose Post-visit follow-up. It’s offered once the booking time has passed, if the booking has an email address and hasn’t had a follow-up already.
In NomNom Web: open the booking → Messages → Send email. In the phone app: open the booking → Messages tab → Send Email → Follow-up email.
Good to know
- Who gets one. Bookings with an email address, but not cancelled bookings or no-shows. One per booking, with no copy to you.
- No flood of old bookings. Switching it on only catches up about three days beyond your chosen delay. Emails land within about 15 minutes of being due.
- No list of ratings. There’s no screen of every rating: the alerts are how you hear about the low ones.
- Fair to guests. A guest who rates you low still sees your public review link. Sending only happy guests to Google is against Google’s rules.