'Highlights' is specifically built for General/ Restaurant Managers at a location level.
This report/ dashboard can only be filtered to one location at a time & is tailored to the GM's core sentiment & performance metrics based on the survey responses they received.
Highlights updates at the start of every week (Monday 8am Local Time)
There are two brand settings for 'Highlights':
- Last 7 days vs Previous 7 days
- Last 28 days vs Previous 28 days
If you are not collecting more than 15 survey responses per week in your location, we'd recommend 'Last 28 days' for a more robust way of tracking sentiment trends & common issues.
If required, please contact your Customer Success Manager or email us at [email protected] to request a change.
GMs will get all the information they need from one place which will help them improve their overall operation.
In order for highlights to be generated, there should be at least 15 reviews per location for the previous period (see note above).
Highlights metrics
Experience
The first column of the report (when viewed on desktop) is all about the customer's Experience / Sentiment.
NPS (By Service Style in comparison to the Brand Score)
If your survey has 'Experience Drivers' enabled you'll also see;
Experience Drivers (Top issues mentioned & their impact)
Compliments
Clicking issues or compliments allows you to see more detail here.
Food & Drink
The second column displays your food & drink scores for the previous period.
Venue vs brand
Combined venue food & drink score for the previous period and the change
Food and drink score reviews separately
Top items in your location for the previous week (these are great candidates for recommendations to make to your customers)
Service
The third (last) column displays scores relating to questions asked within the survey (Service steps & research).
If all service step questions asked to your customers received a response of YES from 90% or more customers, you'll see a green tick plus the total number of responses.
If any service steps received 89% or less 'YES' responses we'll display this as a missed service step. You'll see the 'short name' of the missed service step so can identify which ones need improvement.
If there are no responses for steps, this section will automatically not show up
Sevice Styles
If you have more than one service style enabled at your location (ie. Delivery & Table Service) and you have collected survey responses for both, then we display the following service style comparison metrics:
Core questions/NPS
Food score
Drink score
Steps of service
If your survey has any free text research questions enabled we will display a 'research' box & you can click through to read all free text responses
An email version of 'Highlights' can be automatically sent to users of your choice weekly.
You can activate this in Manage> Users> Notifications. If you don't have access, please contact your internal Admin user.