Understanding what your customers love — and where you can improve — is vital for growth on Local Pass. The Reviews section in your Merchant Dashboard shows feedback from Local Pass customers and lets you reply publicly.
Viewing Your Feedback
On your Reviews page, you can browse through your most recent feedback to stay on top of customer sentiment.
- History: Reviews are shown ordered by most recent, based on the last 100.
- Details: Each review card displays the customer’s written comments and their detailed score breakdown.
The Local Pass Rating System
Unlike simple 5-star systems, Local Pass allows customers to rate specific aspects of their experience. This gives you granular data on exactly what your business is doing right.
A customer’s Overall Score is calculated based on these four distinct categories:
- Atmosphere
- The vibe, decor, cleanliness, and comfort of your establishment.
- Food Quality
- The taste, presentation, and freshness of your products.
- Service
- The friendliness, knowledge, and speed of your staff.
- Value for Money
- Whether the price point matched the quality of the experience.
Replying to a Review
You can respond publicly to any review, right from the same page.
- Find the review you’d like to respond to.
- Click Reply to review.
- Write your response and submit.
Your reply appears under the review as a Merchant Response, visible to anyone viewing your store. If you need to change what you said, click Edit on your existing reply — there’s no limit on how many times you can revise it.
A thoughtful reply — especially to critical feedback — shows prospective customers that you’re engaged and responsive. Keep it professional even when a review is harsh.
