See the reason behind the stars.
A branch KPI, through your customers' eyes. Customer reviews from every branch are measured across 18 categories and compared with the industry average, and each branch manager gets a target for the next period.
Sample branch
Branch summary · 412 reviews
Overall satisfaction68%
What changed, and why?
Periods
Last 3 months
71% +7
previous period 64% · 86 reviews
Satisfaction by category
Categories · last 3 months
- Food qualitymentioned in 34 reviews82%
- Staff attitudementioned in 27 reviews74%
- Service speedmentioned in 25 reviews36%
Customer reviews
“Desserts were lovely, but on Saturday lunchtime our order came half an hour late.”
Busy hours
Busy hours and staffing
Saturday 13:00–15:00
Very busy+1 staff
Last 3 months vs the period before
Worse Better
- Staff attitude63% → 74%, +11 points
- Food quality76% → 82%, +6 points
- Drink quality80% → 81%, +1 points
- Value for money58% → 55%, -3 points
- Service speed68% → 36%, -32 points
Period summary
Satisfaction rose from 64% to 71% over the last 3 months. Staff attitude and food quality drove the gain. Service speed slipped; complaints about waiting cluster around weekend lunchtimes.
Key findings
- Staff attitude is up 11 points; reviews praise team members by name.
- Service speed is down 32 points; most complaints about waiting fall on Saturday 13:00–15:00.
- Food quality, at 82%, is the strongest category; desserts are praised most often.
From reviews to a branch target
Each branch's reviews become a percentage per category and a target.
01
Reviews are collected
Every month, customer feedback from all your branches is collected and loaded into the dashboard.
02
Sorted into categories
Each review is read against categories built for your sector; for cafés and restaurants there are 18, including service speed, food, staff attitude, price and cleanliness. Each branch's satisfaction in every category is compared with the industry average.
03
Each branch gets a target
The branch manager gets a target for the next period, with a deadline, an owner and a measure, plus a short note for the team. You track the result month by month on the same scale.
Measure, set a target, track
Behind every finding there is a category, a percentage and the customer reviews that make it up.
Satisfaction by category
18 categories, from service speed to price. You see where each branch is above the industry average and where it is below.
Change by period
An overall average can hide a drop in one category for months. The dashboard shows the last 3 months alongside earlier periods, so you catch the drop while it is still small.
A target for every branch manager
Each branch manager gets a target with a deadline, an owner and a measure. The note is short and can go to the team as it is; the numbers and the reviews stay with you.
Busy hours and staffing
Which days and hours stretch each branch and when complaints cluster. You plan shifts around that.
Sample branch
Category performance
Industry average
Order accuracy · 7 reviews report an order problem · 9%
Period comparison
Target for the branch manager
Improve · Service speed
36%55%Fair
19 points to go
- Duration
- 3 months
- Owner
- Branch manager
- Measure
- Monthly, same measure
Why Review-Action
You see whether the fix worked
Whether a change in a branch held shows up in that category's percentage over the following months.
The customer's view, next to your internal reports
Site visits and internal audits describe a branch from the inside. The dashboard measures the same branch from what its customers write, so you can compare the two.
Your data stays yours
It is kept separate from every other customer's. Export it or have it deleted whenever you choose.
Branch by branch
Every branch, category by category, on the same measure. You can tell a problem in one branch from one across the chain.
The fix is inside the chain
We find what the branch ahead in that category does differently and the practice the branch behind can adopt.
A monthly summary for head office
Branch ranking, priorities and target status for the operations team, updated every month.
Your customers are already talking. Start measuring.
Pick two branches and see for yourself.