You must be open for 100% of your allocated opening hours. Being closed is the quickest way to lose customers!
If you need to change your opening hours on your tablet under 'Hours' in the 'Menus' section of the Otter tablet.
If this does not work, use Sessions support on WhatsApp at +447415725565.
Your Open Rate is calculated as a percentage, this is the percentage of your planned opening hours that the tablets are open and accepting orders.
The fastest way to lose sales is to close a shop, and this is no different online, so we benchmark a 98% Open rate and above!
- But I need to close last minute? These things happen, its just key that you change your opening hours rather than closing the tablets.
- My tablet keeps switching off? If you are having a tech issue, you should inform Otter or Sessions immediately on the numbers provided above.
- Is there a benefit to a good open rate? Better sales AND a possible commission reduction from Sessions coming right up! If you maintain an open rate over 98% over a 4 week period, we will reduce your commission by 1%.
- Is it that important? As well as the obvious benefits to an open shop front, the delivery platforms will actively promote restaurants with a good open rate, whilst penalising those with a poor one. Remember, the platforms work for the customer - they want to promote restaurants that the customer can trust to be open.
- Can I use Busy Mode? Yes you can use Busy Mode for Deliveroo, this will give you more time to cook the order when you're busy.
- How can I improve my Open Rate? Do not turn your tablet off! Any issues, just change your opening hours. Also make sure your wifi connection is stable and that your entire kitchen team are aware of how the tablet works so they don't turn it off without meaning to!
You can see daily data on your open rate on your weekly Looker report, it looks like the below:
Please note that when you join Sessions, you will have a call with one of our account managers to run through each of the operations metrics we measure and how they work.