One engine. The whole loop. Down to the last mile.
Encore is the retention engine built into Sapaad — POS, CRM, Loyalty, a promotion engine, Vantage analytics and Ask Encore, conversational AI over your own numbers, running as one loop. Every bill writes the CRM. Every e-bill enrols the member. Every red becomes a named person's call. No promo until the fix. Every code is tracked to the return visit. The loop closes — and the last mile, the customer actually coming back, is connected to the first.
Winning a customer costs. Keeping one is harder.
Every business knows how to spend on acquisition — ads, aggregators, discounts to strangers. Retention is the tougher half: a bad meal is quiet, most unhappy diners never complain, and the first you hear of it is a public review or a slow quarter. You can buy a first visit. You can only earn a second one.
Feedback tools sit at the edge of the business and watch. Encore is not another one of them: it has a one-point agenda, retention — and holding that single agenda puts the brand permanently on its toes about customer experience. So Encore is one engine, not five tools — POS captures, CRM masters, Loyalty enrols on the e-bill, the promotion engine fires only after the fix, Vantage proves the return, and Ask Encore answers for all of it. This is exactly what Sapaad set out to solve.
Why a bolt-on tool can't do this: Encore only works because it lives inside the POS — the survey rides the e-bill, the fix gates the promotion, and the return is matched to the transaction. A survey vendor sees the comment. A CRM sees the profile. Only Encore sees the bill, the fix and the return as one record.
Every feature faces one blunt test: does it make the customer's experience better — better enough to bring them back? If not, it doesn't ship.
Eight steps from receipt to never again
The order matters. No coupon leaves the building until the problem is acknowledged and fixed — and no fix is finished until it's written down, shared, and trained in, so the same mistake doesn't come back with the customer.
every bill, every night
the signal moving is the customer's own bill, working through the loop
It arrives with the bill, not after it
Customers already look at their receipt. Encore puts the survey in the same WhatsApp thread — receipt first, survey link second — while the meal is fresh. SMS carries the same link where WhatsApp isn't available.
Delivery & takeaway
Sent after delivery or collection, with a delay you set.
Dine-in
Anchored on bill payment so it covers the whole evening — food, service, ambience.
Walk-in
Counter and self-order customers surveyed with their own question set.
Online ordering
Link in the message and inline on the order-confirmation screen.
Each channel has its own survey, trigger timing, minimum order value, frequency cap and message template.
Three colours. Three responses.
The board shows every surveyed transaction as a button. Its colour is decided by the survey score; what happens next is decided by the colour.
- Call-back within 4 hours — manager sees the response and the customer's words
- Issue ticket opened — owner assigned, must be marked fixed
- Apology promo released only after the fix is confirmed
- Return survey on the next visit to verify the fix
- WhatsApp reply from the team with a personal line
- Issue logged against the category marked down
- Come-back nudge — smaller coupon, once addressed
- Watch list — a second amber escalates to red
- Thank-you and loyalty points credited automatically
- Review invite — Google or social, only to customers who loved it
- Refer-a-friend code to turn a fan into two
No promo until the problem is acknowledged and fixed
A discount without a fix just buys a second bad experience. Every red and amber opens an issue ticket. The promotion engine stays locked until someone owns the issue and marks it resolved — and that record is what the monthly report counts.
Every red is a ticket
Category, branch, owner, due time. Duplicate complaints on the same night roll up into one issue with a count — so "cold mains" ×7 is one problem, not seven.
Fixed means verified
The owner marks the fix with a note; Encore checks the next few surveys in that category before closing it. A fix that doesn't hold reopens the ticket.
Never repeat again
A closed issue isn't done until it's documented as a standard, communicated to every branch it applies to, and — where the cause was people, not process — training is assigned and completed. Vantage tracks recurrence, so a repeat of a "closed" issue is flagged.
The gate is the audit trail
Because promos can only follow a closed issue, the monthly report can state plainly: issues captured, issues fixed, money invested to bring people back, and what came back.
Every coupon is a bet. Encore keeps the score.
Once an issue is fixed, the promotion engine generates a unique code and Encore tracks it to the end: was it claimed, by whom, on which return visit, and for how much. You always know the cost of the apology and the revenue it brought back.
One customer, closed loop
Farah rated her dinner 2★. The manager called the next morning, the kitchen fixed pass timing, and only then did the code go out. Here is what it cost and what it returned.
Loss accrued and revenue recovered are live numbers in Vantage — per customer, per branch, per month.
| Original transaction · BN-20418 | $85 |
| Survey score | ● 2★ Red |
| Call-back · issue acknowledged | 9:40 AM, next day |
| Issue #1184 marked fixed | Day 1, 6:10 PM |
| Promo issued · ENC-F7K2 | − $17 (20% off, 30 days) |
| Code claimed | Day 11 · Dine-in |
| Return visit revenue | $95 |
| Return survey score | ● 5★ Green |
| Revenue recovered | + $78 |
Make the survey the fun part of the bill
Response rates die when a survey feels like homework. Encore wraps the questions in a small game, so finishing it is something customers want to do — and coming back is how they keep their streak.
Puzzle after the last question
A quick word or picture puzzle unlocks on completion. Solve it, reveal a scratch-off reward from the promotion engine.
Tonight's poll
One live poll per location — "Which dessert should we bring back?" Customers see the running result the moment they vote.
Streaks & badges
Three surveys in a row earns a badge and a loyalty bonus. Streaks live in the loyalty app, so they're worth protecting.
Instant-win moments
A configurable share of green responses gets a surprise reward. Random, capped per day, tracked like any other coupon.
Surveyed once, a member for good
Every survey goes to a captured phone number, so Encore enrols that customer into the loyalty app automatically. Points from green ratings, coupons from fixed reds, streaks from playing along — all in one wallet under one number. Survey, promotion engine and loyalty are one customer record with three doors in.
Every branch is a button. Its colour is the verdict.
Management sees the business the way Sapaad Central shows its locations: one tile per branch, dyed by that branch's survey results for the period you choose, updating as responses arrive. Click a branch and its own heatmap and Vantage numbers open right there.
| Red / Amber / Green | |
| Dine-in · Delivery · Walk-in · Online | |
| Issues captured · fixed | |
| Invested (coupons after fix) | |
| Claimed · customers returned | |
| Upside on return visits | |
| Net upside |
Dyed by the period you pick
Daily, weekly, monthly, quarterly, yearly. Colour is the branch's green share against thresholds you set — one bad night doesn't hide a quarter of good ones, or the reverse.
Drill in, same numbers
A branch tile opens that branch's transaction heatmap and its Vantage analytics for the same period, so group and branch never disagree.
Built for the group office
Rank branches, compare regions and brands, catch the location sliding from green to amber before the quarterly review does. Area managers see only their branches.
Ask Encore — conversational AI over the whole engine.
Assist reads every comment as it lands, tells you what it is and how urgent, briefs you before you dial, drafts the reply in the customer's language, drafts the SOP, recommends the promo value — and writes the monthly narrative. A person still acknowledges, fixes, and releases every code.
Reads every comment
Classifies free text into your issue taxonomy, scores urgency beyond the star, and rolls tonight's seven "cold mains" into one ticket.
Briefs the caller
Who they are, how often they come, what's at stake, and the tone to take — before the manager dials.
Drafts, never sends alone
Replies in six languages, SOPs from fix notes — and offers generated within your criteria: by item (the failed dish replaced), by percentage, or by value with a promo code. Greens cost nothing; the reward goes to staff as Employee of the Month.
Explains the numbers
A written narrative on top of the monthly totals, early warnings when a branch slides toward amber, and plain-language questions over Vantage.
From one day's board to a quarter's answer
Everything Encore collects streams into Vantage as it happens. Start with today's heatmap, drill into any transaction, and roll up by channel, location and period until "is survey-to-retention working?" has a number next to it.
| Channel | Taken | Split | R / A / G |
|---|---|---|---|
| Dine-in | 11 / 22 / 59 | ||
| Delivery (CRM) | 11 / 18 / 32 | ||
| Walk-in | 2 / 8 / 28 | ||
| Online | 2 / 7 / 18 | ||
| Total | 26 / 55 / 137 |
| Issue | Captured | Fixed | Reopened |
|---|---|---|---|
| Cold or late mains | 84 | 71 | 4 |
| Slow bill / service | 67 | 61 | 2 |
| Delivery late or incomplete | 59 | 44 | 6 |
| Staff attitude | 31 | 29 | 1 |
| Portion / quality drop | 24 | 18 | 3 |
| Total issues | 265 | 223 · 84% | 16 |
| Stage | Count | Value | What it tells you |
|---|---|---|---|
| Top issues captured (red + amber) | 265 | — | How much the surveys surfaced |
| Issues acknowledged & fixed | 223 | 84% | How much of it the operation actually resolved |
| Invested in retention (coupons issued after fix) | 642 | $8,580 | Cost committed to bring customers back |
| Coupons claimed | 277 | $3,790 | Cost actually realised |
| Customers returned & claimed | 263 | 43% of issued | Retention rate of unhappy customers |
| Upside — revenue on return visits | 263 bills | $24,010 | What the returning customers spent |
| Return rating green | 201 | 76% | Whether the fix held |
| Documented as SOP · communicated · trained | 223 · 223 · 41 | 100% · 100% · 18% | Fixes turned into standards, shared, and trained where needed |
| Repeat of a closed issue | 16 | 7% | How often "never again" actually held |
| Totals · net upside | + $20,220 | Upside minus realised coupon cost |
Lite to start. Pro to run the loop. Enterprise to run the group.
Every edition sends the survey with the e-bill and shows the live board. Pro adds SMS and the full fix-then-win-back machinery; Enterprise adds Encore Central, roles and scoped access for multi-location restaurant businesses.
- Survey sent with the e-bill on WhatsApp
- One survey per channel, up to 10 questions
- Live red / amber / green heatmap
- Call-back queue and issue tickets
- Tonight's poll
- Daily and weekly traffic-light reports
- SMS channel and fallback
- Promotion engine and coupon tracking
- Puzzles, streaks, instant wins
- Monthly retention effectiveness report
- Everything in Lite
- SMS as its own channel, plus automatic fallback
- Fix-gated promo codes per signal colour, per location
- Claim tracking tied to the customer's phone and return revenue
- Loyalty enrolment for every surveyed customer
- Puzzles, streaks, badges and instant-win rewards
- Monthly issues → fixes → invested → returned → upside report
- SOP, communication and training log with repeat-issue tracking
- Quarterly and location rollups
- Everything in Pro, across all brands and locations
- Encore Central: one dyed button per branch, live
- Daily, weekly, monthly, quarterly, yearly views
- Click-through to each branch's heatmap and Vantage report
- Group, region, brand and branch rollups that reconcile
- Branch league table and red-drift alerts
- Roles & scoped access: owner, ops, area, branch, viewer
- Brand-specific survey variants by city or branch
- Group-wide promo budgets and per-branch rules
- Consolidated monthly retention report for the board
- Encore Assist narrative, early warnings and Ask Encore over Vantage
What operators ask before they switch it on
Will customers find the survey annoying?
It arrives once, with the receipt they already look at, takes about sixty seconds, and ends with a puzzle or poll. Frequency caps mean nobody is surveyed more than once in a window you set (default 30 days), and anonymous mode is always the customer's choice.
Do I have to write the survey myself?
No. Every channel starts with a Sapaad-curated template — six questions by default — already translated into six languages. Edit, add or clone for a brand or branch whenever you like; the live preview shows exactly what the customer sees.
Why can't I send a discount straight away?
Because a discount without a fix buys a second bad experience. Encore releases the code only after the issue is marked fixed and verified on the next surveys. That is also what makes the monthly report a statement of fact.
Does AI talk to my customers?
Encore Assist reads comments, briefs the manager and drafts replies, SOPs and promo values. A person always sends, fixes and releases. Reds are never auto-replied; codes are never auto-released.
How do I know it is working?
The monthly retention-effectiveness table: issues captured → fixed → invested → claimed → customers returned → upside → net. Plus the return-visit rating, which tells you whether the fix held.
What does it need from my side?
A Sapaad account with e-bills. Encore is added to it — no second vendor, no integration project. Country, edition, users and roles are set on day one; most groups are live in two weeks.
One engine, one loop, connected to the last mile — the customer who comes back.
Encore turns every receipt into a signal, every signal into a fix, every fix into a reason to return — and every lesson into a standard, so it never happens again.