L5 Feedback Process

1. Fill Zendesk fields with information provided by guest and make sure to add the summary of the case on the “Agents Comments” box 
2. Feedback tickets never require the “Action Required Box” to be checked. 
3. Reply to guest using appropriate macro:

• If the feedback is about a specific location or team member, please use one of the macros below where we invite theCehc guest to leave a Google Review. 
• *In the macro we’ll need to add the link for the restaurant’s Google Page, which can be found on this list: Singular Google Review Links - 4.10.25.xlsx

• L5 - Praise - Advertisement 
• L5 - Praise - Product  
• L5 - Praise – Service* 
• L5 - Praise - Specific Team Member*

4. Submit ticket as solved.

CLT	Definition	Example
LEVEL 5::PRAISE::BRAND COMPLIMENT	Compliments about the Tim Hortons brand.	Guest complimented the Tim Hortons brand for its consistency and quality.
LEVEL 5::PRAISE::ENVIRONMENT COMPLIMENT	Compliments about the Tim Hortons' restaurants environment.	Guest praised the clean and welcoming environment of a Tim Hortons restaurant.
LEVEL 5::PRAISE::OTHER COMPLIMENT	Compliments about general aspects of the business besides the other praise tags.
LEVEL 5::PRAISE::PRODUCT COMPLIMENT	Compliments about the Tim Hortons products.	Guest complimented the delicious taste of the new blueberry fritter.
LEVEL 5::PRAISE::SERVICE COMPLIMENT	Compliments about a team member's service.	Guest praised a team member for their excellent service and always welcoming them by their name.