The customer feedback paradox: shopkeepers need to hear the criticism, but not in the public square. A negative review on Google does double damage: it lowers the rating, and it stays on display for years, read by hundreds of future customers who were not there that day.
The Lecy routing
After every point earned, the customer is invited to share how it went. What happens next changes everything:
- Positive feedback → they are encouraged to publish their review on Google, with a bonus point to go with it. The positive becomes public, visible, useful for local search.
- Negative feedback → it goes privately to the back office. It is not published. The shopkeeper sees what went wrong, when, in which point of sale, and can put it right.
Why it is valuable for a network
At the scale of a chain, this routing becomes a management tool: private feedback, aggregated by shop and by period, reveals the points of sale that are slipping before their Google rating shows it. It is an early warning system on quality, provided by the loyalty programme.
And where does ethics come in?
No review is invented, filtered after publication, or bought. Published reviews are written by real customers, in their own words, from their own phone, after a visit proven by the NFC tap. Lecy simply chooses the right moment to ask the question, and the right channel for each answer. A rising rating reflects a reality: satisfied customers who were finally given a reason to say so.