Track and analyze guest satisfaction metrics across all aspects of front-of-house operations, including overall satisfaction trends, service quality metrics, and complaint resolution effectiveness to maintain and improve service standards.
Report Objective
Monitor and evaluate guest satisfaction trends, service quality metrics, and complaint resolution effectiveness to identify areas for operational improvement and maintain high service standards in front-of-house operations.
Overall Guest Satisfaction Trends
Line chart showing monthly satisfaction scores and NPS trends
Questions to Consider:
How has overall guest satisfaction trended over the past 12 months?
What is the correlation between satisfaction scores and review volume?
Are there seasonal patterns in guest satisfaction levels?
What is the month-over-month trend in overall satisfaction?
How does NPS correlate with overall satisfaction?
Are there any significant deviations from the typical pattern?
Service Quality Analysis
Bar chart breaking down satisfaction scores by service category
Questions to Consider:
Which aspects of service receive the highest and lowest ratings?
How do different service categories compare in terms of feedback volume?
Are there specific service areas showing consistent underperformance?
Which service aspects receive the highest and lowest ratings?
How does feedback volume vary across categories?
Are there categories requiring immediate attention?
Complaint Resolution Effectiveness
Table showing complaint categories, resolution times, and satisfaction scores
Questions to Consider:
Which types of complaints are most common?
How effective is our resolution process across different complaint types?
What is the relationship between resolution time and satisfaction?
complaint_category
avg_resolution_time_mins
resolution_satisfaction
Service Speed
28
4.2
Food Quality
14
3.7
Reservation Issues
6
3.8
Wait Time
29
3.8
Order Accuracy
40
4.1
Staff Attitude
9
3.9
Service Speed
45
4.0
Food Quality
41
3.5
Reservation Issues
27
3.7
Wait Time
24
3.9
Which complaint types have the longest resolution times?
How does resolution satisfaction vary by complaint type?
Are there opportunities to improve resolution processes?