Performance
As a Brand Admin you can monitor total responses of all locations and groups under the brand. This provides a snapshot into the overall sentiment of each location/group with the ability to filter date & star ratings.
Brand Performance is based around Sentiment and Transaction Rating:
Transaction Rating: Default or Customized questions that can be edited to fit the needs of the brand. All questions above the + sign on the Survey Questions page are tracked as Transaction Questions. These questions aim to gauge the customer’s experience during the ordering process. Transaction rating can have a direct impact on operational weak points throughout the brand.
Sentiment Rating: These are hardcoded question presented at the end of each survey; for example:
- How likely are you to recommend us to family and friends?
These questions aim to gauge customer satisfaction and serve as a foundation for communication and loyalty metrics. Additionally, the feedback generated provides a comprehensive cross-departmental overview, revealing potential hidden issues within each individual location/group.
Restaurant vs Toggle
Toggle between the two performance pages to gain different performance viewpoints.
Store: Visibility into all locations under the brand and the total responses associated to each individual location
Group: Visibility into all Groups under the brand and the total responses associated with all the locations nested inside the group
Total Store Table
An Admin can monitor the health of individual locations or entire Groups from inside the Total Stores Table. Each metric is based upon the date range and/or star rating filter that is established.
Total Responses: How many surveys have been submitted for this location or group over the designated timeframe
Average Transaction Rating: Average response of all Transaction questions through the entire location/group
Average Sentiment Rating: Average response of all Sentiment questions through the entire location/group
For example, in a one-week period 10 customers sent in surveys. The following represents their responses for the Sentiment Question: Seven 5 stars, two 3 stars, one 1 star.
Multiply the number of stars by the number of corresponding responses for each rating.
7 (5 stars) + 2 (3 stars) + 1 (1 star) = 7 * 5 + 2 * 3 + 1 * 1 = 35 + 6 + 1 = 42
Sum up the total number of responses.
7 (5 stars) + 2 (3 stars) + 1 (1 star) = 10
Divide the total star count by the total number of responses to get the average star rating.
Average star rating = Total star count / Total number of responses
Average star rating = 42 / 10 = 4.2
Previous Date: Calculation of the Transaction/Sentiment rating based upon the days leading up to the current date range. Will adjust according to the date range established.
Change: Calculation between Transaction/Sentiment rating vs previous date. This allows users to understand the overall performance of a location/group by providing visibility into date-to-date performance changes.
Customer Responses from Brand Level
Access to each location is provided by selecting the name of the individual location inside of Total Stores. This will direct the user to the Performance page of this specific store where individual customer data can be analyzed.
Guest Sentiment - Customer Responses
Name: Individual customer name
Order Number: The internal order number associated with the most recent transaction
Order Date: When the transaction occurred
Survey Completion Date: When the survey was completed after transaction occurred
Average Transaction Rating: Average rating of all the survey questions outside of the Sentiment Question. The purpose here is to provide additional visibility into customers’ overall transaction experience, while comparing to overall Sentiment
Average Sentiment Rating: How the customer responded to the following question, “How likely are you to recommend us to family and friends?”
Surveys Completed: Total number of surveys completed after first initial survey
Customer Responses - Individual Customer
By selecting the individual customer, the user will be directed to all feedback completed by this individual and their responses. The user has the ability to access any completed survey.
Orders Placed: How many orders the customer has placed after completing their first initial survey
Surveys Completed: Total number of Surveys completed after first initial survey
Participation Rate: Percent of surveys completed based on the total number of orders
Average Transaction Rating: Average response of all the survey questions outside of the Sentiment Question across all completed surveys
Average Sentiment Rating: Average response of the survey question across all completed surveys, “How likely are you to recommend us to family and friends?”