Skip to main content

Guest Recovery

Win Back Guests and De-Escalate Customer Issues

Get ahead of issues before they become bigger problems to protect your online reputation and drive traffic and sales.

Get Started
A smiling man and woman sit at a table with coffee, surrounded by graphic elements labeled “Guest Recovery,” “Guest Win-back,” “Unhappy Guest,” and text boxes about guest response, outreach, and case creation.

30+ Years Serving the Biggest Names in the Restaurant Industry

Guest Recovery for Restaurants

Turn Problems into Profit

  • Real-Time: Identify and manage guest issues before complaints go public.

  • Win-Back: Respond instantly with tailored offers to win back unhappy customers.

  • Turn-Around: Increase retention and loyalty, turning dissatisfaction into advocacy.

5% -> 95%
According to Bain & Company, a 5% increase in customer retention can increase profits by 25%-95%.
Four people sit at a restaurant table, enjoying food and drinks while talking and smiling. The setting has floral wallpaper, and the warm atmosphere reflects thoughtful guest recovery and genuine hospitality.

Importance of Guest Recovery

Why Guest Recovery is ESSENTIAL for Restaurant Brands

  • Most guests do not return to a restaurant after the first time they visit.

  • Unhappy guests may even go far as leaving a negative review, impacting online reputation.

  • Guest retention is a major missed opportunity for restaurateurs.

70%
of restaurant customers never return
A woman sits at a table with a burger and drink, resting her head on her hand and looking disappointed. Above her, a one-star rating out of five highlights the need for guest recovery. The image is tinted purple.

ROI of Guest Recovery

Guests Who Have Poor Experiences Leave Reviews. Find Out How Much Your Average Star Rating Costs You.

ASR ROI Calculator

Power of Guest Recovery

The Service Recovery Opportunity

While many guests won’t speak up, those that share their negative experiences offer a phenomenal opportunity for brands to create a positive impression and fix prevailing systemic issues.

Regardless of whether it’s via an online review or survey submission, responding to a customer complaint typically delivers a massive 59 point NPS uplift according to Harvard Business Review. And the quicker the response, the bigger the upside.

Great responses to poor experiences are proven guest retention drivers.

A line graph showing guest loyalty over time. One line dips at "Service failure," then rises sharply after effective Guest Recovery; another rises steadily as "Guest without service failure." Labels highlight the impact of service recovery.

How to Improve Guest Recovery

Convert Complainers to Fans

Organized, Action-Oriented Guest Recovery

  • Real-Time Alerts for customer complaints and issues.

  • Case Management within a single easy-to-use interface.

A Guest Recovery table with four rows displays Status, Priority, and Location. Status includes New, In Progress, and Recovered; Priority levels are Medium, High, and Low; Locations featured are London, Brighton, and Manchester.

Respond Pro-Actively and Decisively

  • Respond Immediately for maximum impact.

  • Win-Back Guests with proactive offers.

Get Demo
Three chat messages demonstrate guest recovery: Bethany W says, “Our order took far too long.” The Restaurant Manager replies with an apology and a voucher code (XP123). Bethany W responds, “Thank you!!!”.

Action & Improve

  • Manage Efforts with resolution and response tracking.

  • Continuous Improvement that resolves the underlying service issues and improves  experiences for all other guests.

Dashboard showing two donut charts: The first visualizes 289 total cases related to Guest Recovery, with 51% recovered, 30% lost, 11% archived, and 8% closed. The second tracks 194 cases—45% new and 55% in progress. Avg. response time is 45 minutes.
See the product in action

Restaurant Guest Recovery and Response Platform

Explore Response Center

Response Center
One-stop shop for reputation management.
Overview
Three simple human icons in a row with a large speech bubble containing lines above them, all in dark purple on a lighter purple background, symbolizing group conversation or communication.
Unified Inbox
Respond to guests via all your review and social media channels from one place.
Unified Inbox
Two open hands surround a person icon with three stars above, symbolizing support, recognition, or customer satisfaction. The design uses purple and black lines on a dark background.
Response Enablement
Reply templates and AI responses for consistent guest engagement.
Enablement
Task Management
Get the right info and instruction in the right hands to take action fast.
Task Management
Two black and purple outlined gear icons overlap, representing settings, machinery, or mechanical processes on a white background.
Channel Integrations
Integrate direct with social media, review and email channels.
Integrations
The image displays the Peloton logo, featuring the brand name "Peloton" in bold, modern black letters with a stylized 'P' icon to the left, often seen on materials like the Guest Experience Survey.

“With BBI, we are able to optimize every guest experience with greater confidence and speed than ever before.”

Rob Papps
CEO, Nando’s

A person sits cross-legged on the floor reading a book, surrounded by a pile of books and holding an open book in their hands, perhaps filling out a Guest Experience Survey. Shelves full of books are behind them.

“Our NPS has been steadily increasing. We’ve also seen our online reputation scores climbing and we have seen a direct link between NPS and sales growth.”

John Welsh
MD, Hickory’s Smokehouse

A black silhouette of a teapot with a handle on top, a spout on the right, and a round lid in the center—an understated design, as simple and direct as a Guest Experience Survey.

“Preserving and retaining our to-go guests are now huge parts of our business. This [BBI] data changes that and helps us get better.”

Hernan Mujica
CIO, Texas Roadhouse

A stylized black compass rose with dotted accents is to the left of bold capital letters "NWTC," representing direction and clarity, much like a Guest Experience Survey, all set on a white background.

“It was like someone had turned on the lights. Within two weeks we were seeing an uptick in our NPS and after a further two weeks, we were seeing higher sales growth.”

Chris Hill
CEO, New World Trading Company

Logo for Ronhill Brewery & Restaurant featuring a stylized bird formed from barley and hops above bold text that reads "RONHILL BREWERY & RESTAURANT," designed to reflect the quality noted in our Guest Experience Survey.

“I’ve not come across a better system of gaining actionable guest feedback in the moment. [Restaurant managers] have a tool now that enables them to very specifically drill down on what they can do to improve the guest experience.”

Chris Westcott
CEO, Iron Hill Brewery & Restaurant

A person sits cross-legged in a meditative pose, hands forming a circle, appearing calm and centered—much like the focus needed when completing a Guest Experience Survey, representing meditation or mindfulness.

“We’ve seen remarkable growth in both our NPS and online reputation, which has risen by 1.5 stars, since working with BBI.”

Dean Wilson
Director, Olive Tree Brasserie

A black silhouette of a person sitting at a desk, working on a laptop. The person appears focused, perhaps completing a Guest Experience Survey, with one leg crossed over the other and hands typing on the keyboard.

“BBI definitely gives you that power to make change. If you’re the kind of organization that is striving to be the very best then [BBI] gives you the information that you can act on.”

Richard Colclough
MD, Parogon Group

Case Study Library
Get a Demo

Guest Experience Management Platform for Restaurants

Response Center is a Key Pillar of a Bigger, Holistic Guest Experience Platform

A grid of 15 logos from various companies, featuring a central pink "y" logo surrounded by brands like Google, Tripadvisor, NCR Voyix, and more—highlighting industry leaders in Guest Experience Survey solutions.

Integrations

Connect with tools you already use to collect more and better feedback.

More on Integrations
A survey interface with questions about chicken katsu curry, including options to rate look, taste, portion, and value, seamlessly featuring Vita Mojo Integration for streamlined feedback on service speed, staff, ambiance, comfort, food, and more.

Survey Studio

Menu-level post-order guest survey feedback in one minute.

More on Survey Studio
A dashboard shows company reputation metrics, including average rating (4.0), NPS (40.2), best location (Dundee, 4.7), worst location (Zeus, 3.8), and a table with ratings and review counts by location.

AI Sentiment Measurement

Surface and size difference-making strategy decisions fast.

More on Reputation Hub

Performance Intelligence

Fueling the AI Restaurant Command Center With Unrivaled Guest Experience Insights

Guest Recovery is a key part of our Guest Intelligence solution, built for guest experience management. This fuels our our AI Restaurant Command Center – Performance Intelligence – with key guest experience inputs that accelerate sales and traffic.

Know what’s working, what’s failing, and exactly what to do next.
Performance Intelligence
BBI Platform Overview
Dashboard displaying performance metrics for "BBI Kitchen," including sales data, average rating, visitor counts, and graphical trends. The interface features tabs for insights, financials, and team data with graphs and tables.
Average Star Rating and Guest Sentiment Example

Talk to us today!

Leave your contact details and we’ll get in touch to discuss how we can help.

[BBI-CP v17] Initializing...
// which jQuery executes when appended to #gform_24, redefining // window.gformRedirect to a NEW closure. Our v14 wrapper is gone, then // the very next line calls gformRedirect() and the page navigates BEFORE // the user can interact with the CP modal. // // v15 fixes: // 1. Hard-lock window.gformRedirect with non-configurable defineProperty // that ignores ALL writes once flowActive=true. // 2. Wrap jQuery $.fn.append on the gform_24 wrapper to STRIP