About
Head office is the last to know.Outhentik gives customers a direct line to it.
Every report head office gets about a branch was written by someone at that branch. Checklists get ticked, area managers can't be everywhere, and the mystery shopper comes once a month. The people who see what actually happens every day are the customers, and most of them leave without telling anyone.
How it started
Outhentik started as a tool for collecting customer videos for a business to show on its website.
Building it showed that the testimonials were the least useful part. What mattered were the problems customers raised along the way, and the fact that nobody running the business would otherwise have heard them.
So in September 2026 Outhentik was rebuilt around that: a direct line from customers to head office, read the same way at every branch.
What Outhentik does
A code at the counter or a link after the visit lets any customer tell head office what went wrong, in their own words. They type, speak or record, with no app and no account, and choose whether someone may contact them.
Every message is read the same way at every location, so a complaint at one branch is measured like a complaint at any other. A problem that shows up at more than one branch becomes an issue in the daily brief, with the original message behind every finding.
A customer who asks to hear back becomes a case with an owner and a clock. Branch managers see their own location's messages and can't edit, hide or intercept them. A branch that goes quiet shows as unknown, not as fine.
What Outhentik holds to
It goes to head office
The channel bypasses the people being judged. That is the point of it: the customer is the only witness at the branch with no reason to make it look good.
Nothing routes on the rating
Every customer is offered the same choices, whatever they said, and no setting can change that. Outhentik never sits between a customer and a public review. Routing invitations by rating is review gating, which Google's review policies prohibit.
The customer's words stay behind every number
Every finding links to the message it came from: read it, or press play. Nothing is published without the customer's yes, and Outhentik never contacts a business's customers for its own purposes.
Find out the week it happens.
Each location gets its code and link the moment it's added. 7 days free, no card needed.