Understanding your metrics

Numbers are only useful if you know what they’d make you do differently. Here’s what each one means and what it’s good for.

Response volume

How much feedback you’ve collected in the period, broken down by channel.

What it’s for: confirming you have enough data to trust the rest. Ten responses is an anecdote. A hundred is a signal.

Watch for: a sudden drop, which usually means a broken connection or a survey that stopped sending rather than customers going quiet.

Sentiment breakdown

Your feedback split into positive, neutral and negative.

What it’s for: the fastest read on how things are going.

Watch for: the trend, not the absolute number. Every business has a baseline negative rate. Yours moving from 8% to 15% is the finding; being at 8% in the first place isn’t.

→ How sentiment analysis works

Sentiment over time

The same split, charted.

What it’s for: connecting changes in feedback to changes in the business. A dip that starts the week you changed suppliers, or lost a chef, or altered opening hours, is the most actionable thing on the dashboard.

Watch for: seasonality. Compare against the same period last year where you can, not just last month.

Resolution rate

Of the conversations opened, how many were resolved, are still open, or went unresolved.

Under the rate you’ll see how conversations closed — customer satisfied, offer accepted, settled by silence after an offer, no reply, customer disengaged, out of AI replies, closed by the team — and how many offers were given in the period. A high rate with most closes coming from silence means the offers are doing the work; a low rate with many no reply closes usually means the first message isn’t landing, or there’s nothing to give. → Offers and promo codes

Actions used

How much of your monthly allowance the agent has consumed.

What it’s for: capacity planning. If you’re consistently hitting the ceiling mid-month, the agent is doing more work than your plan covers.

→ Understanding actions and limits

Themes

The topics coming up repeatedly in open-text answers and reviews, split into what customers praise and what they complain about.

What it’s for: this is usually the most valuable panel on the page. Individual complaints are noise; the same complaint fifteen times is a business problem with a name.

Watch for: things you can’t see from inside. Staff know about the slow kitchen. Nobody internally notices that the signage is confusing, because they all know where everything is.

Comparing touchpoints

Every survey metric on this page takes a touchpoint filter — the room QR codes, the front desk tablet, the checkout email — and the Overview’s Compare with… puts two side by side. That’s how a three-star average stops being a mood and becomes “housekeeping on the third floor”.

Reviews aren’t split by touchpoint: a Google listing is a business, not a moment. When a touchpoint filter is on, charts that mix reviews and surveys narrow the survey half and leave reviews whole, and say so. → Touchpoints

Which numbers actually matter

If you only look at two things:

1. Sentiment trend — is it getting better or worse?
2. Negative themes — what’s the most common complaint?

Everything else is supporting detail. Those two, checked weekly, will tell you almost everything the dashboard can tell you.