Practical customer feedback guide
Make the concession moment easier to review.
ThumbsUp gives stadium, arena, and live-event teams a touchless way to collect a brief signal at an approved food-and-beverage service point. Place a compatible camera-equipped Android tablet where a fan can pause after the transaction or pickup, then review the signal with the outlet, event, time, and operating observations that give it meaning.
For Concessions directors, food-and-beverage partners, venue operations managers, and fan-experience leaders.
Decision frame
Start with one physical service moment.
ThumbsUp helps an authorized team review a configured location and time signal. The setup still needs a site test for distance, lighting, reach, accessibility, privacy, and safe use.
Ask the question that matters to your team
Authorized managers can create or change the short question shown on assigned feedback devices. After Question Mode is enabled on those devices, customers answer the active question with a supported hand gesture—for example, “How good was the cleaning service?”—so each location can collect a signal about the service moment it wants to improve.
What should a concession signal help the team inspect?
A concessions score can focus the review on a particular service moment: ordering, waiting, pickup, product availability, staff interaction, or the condition of the surrounding area. It is most useful when the venue chooses one outlet or service point and knows what the team will inspect if the signal changes.
Do not ask the score to explain a queue, stockout, price perception, or order issue by itself. Those conditions need to be checked in the venue's own queue, staffing, stock, service, and facilities records.
- Define whether the point represents ordering, pickup, or the transition back to the concourse.
- Keep active queues, food-preparation work areas, accessible routes, and emergency paths clear.
- Use outlet and event context so a service signal is not mistaken for an arena-wide concessions result.
Where should the device sit around a concession outlet?
A device usually belongs after a natural pause, not inside the queue. An approved pickup exit, a widened concourse area, or a service-recovery desk with room to stop can let a fan give a gesture while keeping food and drink traffic moving. The exact point depends on the outlet design, queue barriers, accessibility route, stewarding plan, and event conditions.
Test the point with fans carrying drinks, food, bags, or merchandise. Check whether the device is visible without competing with menu boards, wayfinding, sponsor placements, or service instructions.
| Service point | Operational question | What to inspect next |
|---|---|---|
| After an ordering queue | Did the ordering approach feel manageable? | Queue shape, signage, staffing, and ordering-process observations. |
| Beside an approved pickup transition | Was the handoff easy to understand? | Handoff layout, order separation, crowding, and staff coverage. |
| At a post-service concourse pause | How did this outlet moment land with fans? | Outlet context, event timing, menu availability, cleanliness, and service notes. |
A service-point workflow for event days
Choose a single outlet and a single decision before the pilot. Label the device with its fixed location and record the event and operating window consistently. During setup, confirm that the fan can pause with a free hand after receiving service and that the prompt does not pull people back into the line or into a moving concourse stream.
After the event, review the signal alongside queue observations, staffing, item availability, service notes, and facilities checks. If the venue changes the outlet, queue layout, menu, or event window, keep that change visible in the comparison rather than treating two different setups as equivalent.
- Name the concessions or guest-services owner who will review the point after each selected event.
- Use one stable device position long enough to distinguish an outlet pattern from a placement change.
- Bring the signal into the event debrief as a prompt for inspection, not as a replacement for operational records.
Illustrative concession review
Illustrative example: a venue tests a device at the approved exit from one high-volume concession area during two comparable event windows. A weaker signal appears during the second window, so the operator checks the queue layout, staffing coverage, item availability, pickup instructions, and nearby concourse conditions. The signal identifies a moment to review; it does not prove that a wait time, menu issue, or staff action caused the change.
Keep concessions feedback separate from sales claims
ThumbsUp can organize feedback by its configured device and time or location context. It does not turn a gesture into a sales measure, inventory count, wait-time reading, or POS result. If a concessions team wants to connect the signal to those questions, it should compare the relevant venue records under the venue's own controls and document the limits of that comparison.
Questions operators ask
Make the concession moment easier to review. questions, answered clearly.
Where should a stadium place a concessions feedback device?
Use an approved point after ordering or pickup where a fan can pause with a free hand, such as a widened concourse transition. Keep the device out of active queues, preparation areas, accessible routes, and emergency paths.
How can a venue use concession feedback to improve service?
Use the configured question and concession point to identify the service moment worth reviewing. Compare the pattern with queue observations, staffing, menu availability, handoff design, and facilities records, then test a focused improvement.
Can food-and-beverage partners compare outlets?
They can compare configured devices when outlet placement, event context, and operating windows are recorded consistently. The result is a directional operations signal, not a universal ranking or proof of fault.
Can fans respond while holding food or drinks?
Only if the approved point gives them room to stop safely and a free hand. Test the exact setup with typical bags, food, drinks, and crowd conditions before inviting a gesture.
Continue the research
Plan the right feedback point with ThumbsUp.
Bring the service journey, site constraints, and reporting questions. The contact form can help define what a responsible pilot should test before launch.
Book a stadium concessions feedback demo