topic Re: Obtaining first time customer phone numbers in Back Office & Team

Obtaining first time customer phone numbers

Hmxsampson — Tue, 09 May 2023 14:28:06 GMT

How can we get a report (exported) that gives us first time guests with their email addresses and telephone numbers. The Guest book only really gives you clients after their 2nd visit it appears.

Steve

Re: Obtaining first time customer phone numbers

rcmck — Tue, 09 May 2023 14:41:06 GMT

Using guestbook, click filter and set min to 1 max to 1, apply and download list.

Re: Obtaining first time customer phone numbers

Hmxsampson — Tue, 09 May 2023 15:57:29 GMT

When I do this it says my last customer that had 1 visit was on April 15th which is clearly incorrect.

Re: Obtaining first time customer phone numbers

rcmck — Tue, 09 May 2023 16:03:42 GMT

And you were on the 'All guests' list before applying filters? Also try just sorting by number of guest ascending on the 'All guests' guestbook without any filters, how many orders of 1 do you see?

Re: Obtaining first time customer phone numbers

Hmxsampson — Tue, 09 May 2023 16:05:01 GMT

yes

Re: Obtaining first time customer phone numbers

rcmck — Tue, 09 May 2023 18:32:09 GMT

I notice the same with mine, last order April 12th, I am thinking there is some sort of intentional delay before being added to the guestbook, maybe because of the automated email campaign that targets first time customers.

Re: Obtaining first time customer phone numbers

Hmxsampson — Tue, 09 May 2023 19:56:36 GMT

OK, I will turn off that feature for a few days and see if that does it. Very weird why one should affect the other.

Re: Obtaining first time customer phone numbers

rcmck — Tue, 09 May 2023 20:06:02 GMT

I'm just taking a guess, I don't think turning it off will change it, I don't have it on and show the same as you, but it does seem to be about a month delay. Maybe someone from toast could clarify if it is intentional and why.

Re: Obtaining first time customer phone numbers

Hmxsampson — Tue, 09 May 2023 20:21:55 GMT

That would be great because I have had this issue since early January with no resolution from Toast support even though I have tried 4-5 times.

Re: Obtaining first time customer phone numbers

Nikhil — Thu, 11 May 2023 00:39:36 GMT

Hey you two, Nikhil with Toast here. Data for the guestbook reports may be delayed by up to 28 hours, but that doesn't quite explain why you're only seeing data from about a month ago April.

From this article on Toast Central, a guest profile will get created under these circumstances, generally related to them giving you an email address for the first time. Is it possible that your guests haven't done one of these things?

A guest orders through Online Ordering with a unique email address
A guest orders through the Toast TakeOut app with a unique email address
A guest pays via mobile payments and enters a unique email address
A guest pays through Toast Mobile Order & Pay™ and requests a receipt via a unique email address
A guest requests an emailed receipt through an in-store order
A guest adds their email address as part of guest feedback on a Toast Go™

Re: Obtaining first time customer phone numbers

rcmck — Thu, 11 May 2023 01:52:31 GMT

Thanks, I was aware of the 28 hour delay. I guess it's not entirely impossible we haven't had a first time order that meets any of those criteria listed for a while, but it seems unlikely, especially considering that I don't see much more than 4 days in-between first time orders before this gap. I honestly probably wouldn't have noticed if @Hmxsampson hadn't made this post, could be a coincidence but curious if anyone else is seeing the same. I'll keep checking to see if anymore from April appear in the coming days.

Re: Obtaining first time customer phone numbers

josh212 — Thu, 11 May 2023 03:29:50 GMT

Keep in mind Toast Guestbook and guest profiles use email as the identifier (that email needs to be added when placing the order), then typing an email for a receipt doesn’t count(you can find that email on the payment report however. If there is no email it is not viewed as a complete guest record therefore it shows new customer. Also if it comes from a third party that submits sha emails it will create a new record every time. Also remember loyalty uses phone not email so adding an email to a guest loyalty does not add to their record …