Maxious, you make good points about reachability. We should be as open to criticism on every channel as we are in encouraging it. Right now we are focusing on o

Maxious, you make good points about reachability. We should be as open to criticism on every channel as we are in encouraging it. Right now we are focusing on our web app (krit.com/m) where customers can leave feedback for nearby venues when they see our signage. "Krit.com" is listed as a business on there, and we do respond to feedback. That being said, we should have a phone contact on there. However, I disagree on the engaged customer phenomenon. Customers would rather have their problem resolved with amazing service than just vent about it on social networks with no resolution. This is bad for the customer and bad business. Managers would rather save face by comping your meal and resolving a problem that would otherwise go unnoticed (to them). If an amicable solution cannot be reached over Krit, then you can always go to Twitter or Facebook, but at least now there's a chance the issue will be resolved harmoniously.