Guest satisfaction is healthy overall, but dinner and order accuracy are creating the largest drag on return intent.
NPS 58Would return 91%Recovered 72%
Modules / Guest Experience Intelligence
Citrus KitchenFresh bowls, wraps, salads, grilled proteins, and smoothies
Guest Experience Intelligence
Internal guest satisfaction intelligence from receipt surveys, QR surveys, email surveys, table touches, and guest recovery programs.
Mock program: receipt survey + QR table touch + email follow-up recovery workflow.
Breakfast91Wait time
Lunch94Pickup shelf crowding
Afternoon89Out of stock item
Dinner82Long ticket times
Late Night86Order accuracy
Guest satisfaction trend dashboard
Track satisfaction, NPS, return intent, recommendation intent, volume, and response rate.
Daypart analysis
Dinner scores are 12 points lower than lunch scores during the selected period.
Breakfast91
NPS 66 · 188 surveys · +3
Complaint: Wait timeCompliment: SmoothiesLunch94
NPS 72 · 512 surveys · +2
Complaint: Pickup shelf crowdingCompliment: Fresh foodAfternoon89
NPS 61 · 266 surveys · +1
Complaint: Out of stock itemCompliment: Friendly registerDinner82
NPS 48 · 438 surveys · -5
Complaint: Long ticket timesCompliment: Manager recoveryLate Night86
NPS 55 · 94 surveys · -1
Complaint: Order accuracyCompliment: Fast pickupDay of week heatmap
Sunday has highest traffic but lowest guest satisfaction.
Monday90NPS 70 · 218 surveys
Complaint: Out of stock item
Compliment: Fast pickup
Tuesday91NPS 71 · 263 surveys
Complaint: Wait time
Compliment: Manager recovery
Wednesday91NPS 70 · 268 surveys
Complaint: Order accuracy
Compliment: Great smoothie
Thursday91NPS 71 · 222 surveys
Complaint: Long ticket times
Compliment: Friendly register
Friday90NPS 70 · 354 surveys
Complaint: Order accuracy
Compliment: Manager recovery
Saturday88NPS 67 · 308 surveys
Complaint: Cleanliness
Compliment: Spotless lobby
Sunday81NPS 54 · 344 surveys
Complaint: Understaffed
Compliment: Manager recovery
Survey question dashboard
Internal question scores with benchmark, sentiment, and comment volume.
| Question | Avg Score | Trend | Benchmark | Positive % | Negative % | Comment Count |
|---|---|---|---|---|---|---|
| Food quality | 4.6 | +0.1 | 4.4 | 88% | 5% | 312 |
| Food temperature | 4.2 | -0.2 | 4.3 | 76% | 12% | 184 |
| Order accuracy | 3.9 | -0.5 | 4.4 | 68% | 20% | 246 |
| Cleanliness | 4.7 | +0.4 | 4.5 | 91% | 4% | 128 |
| Friendliness | 4.8 | +0.2 | 4.5 | 94% | 3% | 220 |
| Speed of service | 3.8 | -0.4 | 4.2 | 64% | 24% | 292 |
| Value for money | 4.1 | +0.1 | 4.0 | 75% | 10% | 148 |
| Likelihood to return | 4.5 | +0.2 | 4.3 | 87% | 6% | 196 |
| Likelihood to recommend | 4.4 | +0.2 | 4.2 | 84% | 8% | 176 |
| Manager visibility | 4.0 | +0.6 | 3.8 | 72% | 14% | 112 |
Operational driver analysis
Operational factors most correlated with lower guest scores.
32 negative surveys · Missing sauces, wrong proteins, and incomplete online bags.
Food was great but we were missing two items. My bowl had chicken instead of tofu.41 negative surveys · Dinner and Sunday rush wait perception.
The food was excellent but our order took almost 20 minutes. The restaurant seemed understaffed.27 negative surveys · Line backup and limited table touches.
Only one person was working the front. Everyone was nice but clearly stretched.18 negative surveys · Lunch dining room resets fell behind.
The dining room was dirty during lunch. Trash was full near the drink station.22 negative surveys · Visible recovery improves return intent.
The manager came over and fixed the issue immediately. They handled the mistake quickly.Guest verbatim feed
Internal comments tagged by operation category.
Service recovery center
Guests needing follow-up and recovery tracking.
| Guest | Issue | Severity | Store Impact | Assigned To | Status | Resolution | Recovery |
|---|---|---|---|---|---|---|---|
| R. Martin | Missing item | High | Repeat guest risk | Mina Patel | Resolved | Refund + next visit bowl | Recovered |
| A. Jackson | Poor service | Medium | Dinner score drag | Avery Cole | In Progress | Manager callback pending | Open |
| L. Nguyen | Long wait | Medium | Sunday pattern | Jordan Reyes | Resolved | Apology email + smoothie credit | Recovered |
| K. Wilson | Incorrect order | High | Online accuracy issue | Sam Brooks | Needs Review | Audit bagging process | Open |
| P. Garcia | Cleanliness complaint | Medium | Lunch dining room | Mina Patel | Resolved | Follow-up sent | Recovered |
Manager comparison
Rank managers by guest score, NPS, and recovery success.
#1Mina Patel
Score 95 · NPS 78 · 398 responses
Recovery 91% · Accuracy 90 · Service 96#2Avery Cole
Score 88 · NPS 62 · 412 responses
Recovery 74% · Accuracy 84 · Service 87#3Jordan Reyes
Score 86 · NPS 58 · 376 responses
Recovery 70% · Accuracy 82 · Service 85#4Sam Brooks
Score 81 · NPS 46 · 315 responses
Recovery 61% · Accuracy 78 · Service 79District view mockup
How this scales beyond one Citrus Kitchen location.
Citrus KitchenRank #3
Guest score 88 · Central region · Watch dinner
Citrus Kitchen NorthRank #1
Guest score 92 · Central region · Top performer
Citrus Kitchen WestRank #2
Guest score 90 · Central region · Strong
Citrus Kitchen EastRank #4
Guest score 84 · Central region · Recovery focus
District avg 88Company avg 86Region rank 2/7
Operational insights
Practical signals from internal guest experience data.
Guest satisfaction dropped primarily due to slower ticket times during dinner.
Order accuracy complaints increased 18% over the prior two weeks.
Cleanliness scores remain strong and correlate with high return intent.
Lunch guest satisfaction remains the strongest performing daypart.
The largest opportunity is reducing perceived wait times.
Mina Patel is significantly outperforming peers on recovery success and hospitality scores.
Daily guest experience table
Scan internal guest satisfaction by day, manager, complaint, compliment, and recovery load.
| Date | Day | Guest Score | NPS | Survey Count | Would Return | Would Recommend | Top Complaint | Top Compliment | Open Recoveries | Recovered Guests | Manager On Duty |
|---|---|---|---|---|---|---|---|---|---|---|---|
| 05-01 | Monday | 90 | 68 | 16 | 91% | 88% | Long ticket times | Friendly register | 4 | 2 | Avery Cole |
| 05-02 | Tuesday | 96 | 80 | 25 | 97% | 94% | Order accuracy | Manager recovery | 1 | 5 | Mina Patel |
| 05-03 | Wednesday | 92 | 70 | 34 | 93% | 90% | Cleanliness | Spotless lobby | 1 | 5 | Jordan Reyes |
| 05-04 | Thursday | 90 | 68 | 43 | 91% | 88% | Understaffed | Manager recovery | 1 | 4 | Sam Brooks |
| 05-05 | Friday | 94 | 72 | 76 | 95% | 92% | Out of stock item | Fast pickup | 2 | 5 | Avery Cole |
| 05-06 | Saturday | 95 | 79 | 85 | 96% | 93% | Wait time | Manager recovery | 3 | 5 | Mina Patel |
| 05-07 | Sunday | 84 | 56 | 94 | 85% | 82% | Long ticket times | Friendly register | 4 | 2 | Jordan Reyes |
| 05-08 | Monday | 89 | 67 | 79 | 90% | 87% | Order accuracy | Fresh food | 1 | 5 | Sam Brooks |
| 05-09 | Tuesday | 93 | 71 | 88 | 94% | 91% | Cleanliness | Spotless lobby | 2 | 5 | Avery Cole |
| 05-10 | Wednesday | 93 | 77 | 97 | 94% | 88% | Long ticket times | Manager recovery | 1 | 4 | Mina Patel |
| 05-11 | Thursday | 84 | 62 | 24 | 85% | 79% | Long ticket times | Fast pickup | 3 | 5 | Jordan Reyes |
| 05-12 | Friday | 82 | 60 | 57 | 83% | 77% | Long ticket times | Great smoothie | 1 | 5 | Sam Brooks |
| 05-13 | Saturday | 78 | 56 | 66 | 79% | 73% | Cleanliness | Friendly register | 4 | 2 | Avery Cole |
| 05-14 | Sunday | 78 | 56 | 75 | 79% | 73% | Cleanliness | Manager recovery | 1 | 5 | Mina Patel |
| 05-15 | Monday | 88 | 66 | 60 | 89% | 83% | Long ticket times | Spotless lobby | 1 | 5 | Jordan Reyes |
| 05-16 | Tuesday | 81 | 59 | 69 | 82% | 76% | Long ticket times | Manager recovery | 3 | 4 | Sam Brooks |
| 05-17 | Wednesday | 91 | 69 | 78 | 92% | 89% | Out of stock item | Fast pickup | 2 | 5 | Avery Cole |
| 05-18 | Thursday | 96 | 80 | 87 | 97% | 94% | Wait time | Manager recovery | 1 | 5 | Mina Patel |
| 05-19 | Friday | 89 | 67 | 120 | 86% | 87% | Order accuracy | Friendly register | 4 | 2 | Jordan Reyes |
| 05-20 | Saturday | 87 | 65 | 47 | 84% | 85% | Order accuracy | Fresh food | 1 | 5 | Sam Brooks |
| 05-21 | Sunday | 79 | 51 | 56 | 76% | 77% | Order accuracy | Spotless lobby | 3 | 5 | Avery Cole |
| 05-22 | Monday | 92 | 76 | 41 | 89% | 90% | Order accuracy | Manager recovery | 1 | 4 | Mina Patel |
| 05-23 | Tuesday | 88 | 66 | 50 | 85% | 86% | Order accuracy | Fast pickup | 1 | 5 | Jordan Reyes |
| 05-24 | Wednesday | 86 | 64 | 59 | 83% | 84% | Order accuracy | Great smoothie | 1 | 5 | Sam Brooks |
| 05-25 | Thursday | 94 | 72 | 68 | 95% | 92% | Long ticket times | Friendly register | 4 | 2 | Avery Cole |
| 05-26 | Friday | 95 | 79 | 101 | 96% | 93% | Order accuracy | Manager recovery | 3 | 5 | Mina Patel |
| 05-27 | Saturday | 91 | 69 | 110 | 92% | 89% | Cleanliness | Spotless lobby | 1 | 5 | Jordan Reyes |
| 05-28 | Sunday | 82 | 54 | 119 | 83% | 80% | Understaffed | Manager recovery | 1 | 4 | Sam Brooks |
| 05-29 | Monday | 93 | 71 | 22 | 94% | 91% | Out of stock item | Fast pickup | 2 | 5 | Avery Cole |
| 05-30 | Tuesday | 96 | 80 | 31 | 97% | 94% | Wait time | Manager recovery | 1 | 5 | Mina Patel |
“The food was excellent but our order took almost 20 minutes.”
2026-05-30 · Dinner · Dinner · Sam Brooks · Speed“The manager came over and fixed the issue immediately.”
2026-05-29 · Lunch · Lunch · Mina Patel · Recovery“The dining room was dirty during lunch.”
2026-05-28 · Lunch · Lunch · Jordan Reyes · Cleanliness“Food was great but we were missing two items.”
2026-05-27 · Dinner · Dinner · Avery Cole · Order Accuracy“Everyone was extremely friendly.”
2026-05-26 · Afternoon · Afternoon · Mina Patel · Hospitality“The restaurant seemed understaffed.”
2026-05-25 · Dinner · Dinner · Sam Brooks · Service“The lobby was spotless.”
2026-05-24 · Lunch · Lunch · Jordan Reyes · Cleanliness“The employee at the register was fantastic.”
2026-05-23 · Breakfast · Breakfast · Mina Patel · Hospitality