PlaybookReviews
The 12-second review: designing for the counter
3 April 2026 · 3 min read
The customer is mid-motion
They're paying, waiting or leaving. You have seconds, not minutes, and no second chance if the screen looks like work.
Big taps, no typing
Rating buttons and tags need no keyboard. Typing is where response rates go to die — keep it optional and last.
Recognise returning customers instantly
A phone lookup that greets a regular with their balance turns a form into a moment. Familiarity earns the extra tap.
End with a thank-you, not a wall
Finish on warmth — a thank-you screen and, for happy customers, a gentle nudge to Google. The last second is the one they remember.
Want this running in your shop?
A tablet on the counter, feedback in 12 seconds, and a daily AI report in your inbox.
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