Transforming Guest Feedback: How CBS NorthStar and Ovation Are Improving Real-Time Guest Experience for Restaurants
🎥 Watch the full interview
Today, collecting real-time customer feedback is more important than ever. It’s not just about surveys or reviews anymore. It’s about listening, responding, and improving the guest experience in the moment.
That’s why we have teamed up with Ovation, a guest experience platform that helps restaurants capture feedback quickly and act on it before it impacts reviews or repeat visits. Our own Jeremy Julian sat down with Amanda Spradlin, VP and Head of Customer Success at Ovation, to talk about how this technology is helping restaurant operators create better service and stronger customer loyalty.
What is Ovation and Why Does It Work?
Ovation makes it easy for guests to share how they feel about their experience using a quick two-question survey sent by text. Guests can respond with emoji-based answers and add comments, giving operators real insights without slowing down the process.
Amanda explains that texting, instead of email, works better for restaurant operators who are often away from a desk. It gets noticed faster and acted on quicker, which is exactly what you need when a customer isn’t happy and the clock is ticking.
Real-Time Feedback Means Real-Time Fixes
Ovation knows that timing matters. When a guest is happy, they’re encouraged to leave a public review. When they’re not, the system routes their feedback directly to the operator. That gives the business a chance to respond immediately, fix the issue, and turn a potential negative review into a positive experience.
It’s not just about preventing bad reviews. It’s about making sure every guest feels heard, and every visit ends on a good note.
How Ovation Connects with CBS NorthStar
Because Ovation integrates with NorthStar’s open platform, every guest response links back to the guest’s transaction. That means you’re not just getting a vague idea of how someone felt. You know exactly what they ordered, how they paid, and what went right or wrong.
This helps operators see patterns and make smarter decisions, whether it’s adjusting menu items, improving training, or fixing tech issues that affect service.
Turning Data into Action
Amanda shared a great example of how this works in real life. A beverage brand using Ovation noticed several complaints about soda machines at specific locations. That insight helped them fix the issue fast and avoid losing sales or trust.
That’s the power of centralized feedback. It’s not buried in an inbox or lost in a comment card. It’s clear, connected, and actionable.
Built for the People Running the Show
One of the reasons Ovation is so effective is because it’s built with the operator in mind. It’s not loaded with extra dashboards or complex reports. It’s simple. It’s fast. It works.
As Amanda puts it, “If it’s not easy, it’s not getting done.” Ovation gets done.
Why Every Restaurant Needs This in 2025
Customer feedback tools are no longer optional. If you want to protect your reputation, increase loyalty, and make smarter decisions across your business, platforms like Ovation are the way forward.
And when it’s connected with CBS NorthStar’s flexible restaurant technology platform, you get the complete picture. Ordering. Payment. Feedback. All in one place.
Want to Learn More?
If you’re ready to step up your guest experience and start turning feedback into action, here’s where to go next:
🔗 Visit ovationup.com
📧 Reach out to Amanda Spradlin at amanda@ovationup.com
📺 Watch the full conversation
At CBS NorthStar, we’re proud to partner with forward-thinking platforms like Ovation. Because real hospitality starts with listening and ends with loyalty.
