Using the Customer Experience Risk Dashboard to Monitor Sentiment, Churn Risk, and Store Performance

Using the Customer Experience Risk Dashboard to Monitor Sentiment, Churn Risk, and Store Performance

What is the Customer Experience Risk Dashboard?

The Customer Experience Risk Dashboard is the single screen for understanding what customers are saying about their orders, which stores are putting retention at risk, and which customers are most likely to walk away and never come back. It brings BeHeard feedback together with order and customer lifecycle data, so sentiment, store risk rankings, common issues, and individual order feedback all sit in one view instead of being read as separate exports.

Core question this report answers: "Which stores and which experiences are costing me customers, and which customers can I still win back?"

Where is the Report found?

This report can be found in the left-hand navigation panel of YUMBI Reports, under the Customers tab, as Feedback. Alternatively, click here to access the report directly.

Figure 1

Filters

You can filter the Dashboard using Date Range, Brand, Restaurant, Channels and Order Types depending on your requirements.

FilterWhat it does
Date RangeSets the period for every panel on the page: the summary tiles, the sentiment chart, the heat map, the lifecycle breakdown, the store risk ratings, the common issues, and the feedback grid.
BrandAllows you to select a brand and narrows down which stores appear in the Restaurant filter and in the store risk ratings.
RestaurantAllows you to filter by a store or multiple stores. Filtering to a single store re-draws every panel for that store only, which is the quickest way to investigate a store that is ranking as high risk.
ChannelsAllows you to view all channels, all online, all mobile, web, Call Centre, iOS or Android.
Order TypesAllows you to filter to all types, collect, delivery, Dine-In, To-Go and Kerbside.

Figure 2

Note: the filter bar above should be checked against the live report before publishing, as some of these selections are made by clicking directly on a chart rather than from the filter bar. See "Click to filter" below.

Summary tiles

The tiles across the top of the dashboard give you the size and shape of the feedback you have for the selected period.

Feedback Received

The total number of feedback points received in the period, shown alongside the percentage of all orders that responded. Response rates depend on which prompt channels are enabled for the brand, so a brand using push and email only will show a lower rate than one that also sends an SMS request.


First-Order At Risk

How many of those responses came from customers on their first order. This is the group with the highest churn risk, because a first order that goes wrong rarely becomes a second order.


Callback Requests

How many customers explicitly asked to be contacted about their experience, shown as a percentage of all responses. This is the subset that genuinely needs a human being involved, rather than an automated apology or win-back message.


Average Product

The average rating the food received out of 5 during the period.


Average Delivery

The average delivery rating received out of 5 during the period.


Revenue At Risk

The potential revenue that is at risk due to unhappy customers. 

Figure 3

Sentiment over time

A trend chart showing Positive, Neutral, and Negative feedback across the selected Date Range.

  • Each series can be toggled on and off, so you can isolate negative sentiment and read the trend on its own.
  • Hovering any point shows the exact figures for that date, including the day of the week, which is useful for spotting whether problems cluster on particular trading days.

Figure 4

Average ratings over range

A trend chart showing the average rating customers gave across the selected Date Range. The panel heading carries a tag showing the granularity the chart is plotted at, for example daily, which adjusts to suit the length of the selected Date Range.

BeHeard asks the customer to rate their experience in separate parts, and each one is plotted as its own line, scored out of 5:

Channel (purple)

The ordering experience itself, meaning how the customer found ordering through the app, website, or call centre.

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Delivery (orange)

The delivery experience, for orders that were delivered.

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Collect (dark teal)

The collection experience, for orders the customer collected.

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Product (green)

The food itself.

Reading the four lines together is what makes this panel useful. A brand can be scoring well above 4.5 on the ordering journey while the food or the collection experience sits a full point lower, and an average across everything would hide that. It also separates problems you can fix in the kitchen from problems that sit with delivery, with collection, or with the ordering channel.

  • Each series can be toggled on and off using the legend, so you can isolate one part of the experience and read its trend on its own, or compare two directly.
  • Hovering any point shows the exact average for that date, including the day of the week, which helps you spot whether dips cluster on particular trading days.
  • The vertical axis focuses on the range the ratings actually occupy rather than always showing the full 1 to 5 scale, so movements of a few tenths of a point are visible. Read the axis labels before judging how severe a dip is.

Figure 5


Ratings heat map

A day-by-day-part grid showing where the worst overall ratings are landing.
    • Columns cover the days of the week, rows cover the day parts (breakfast, lunch, dinner etc), and the colour of each cell reflects the average rating for that slot.
    • Darker cells are the slots to look at first: They pinpoint the exact shift where the experience is going wrong, rather than only telling you that ratings have dropped.
    • The heat map works at brand level and at store level, so you can see whether a brand-wide dip is really one store, or whether a single store has a recurring problem in one shift.

Figure 6

Sentiment by customer lifecycle

Breaks sentiment down by where the customer sits in their lifecycle, from trial (1 order) customers through to champions (10+ orders). Green represents positive views, orange is neutral views and red are negative views.

Trial

Customers are the highest-value group to act on, because the biggest drop-off in the customer journey sits between the first and second order.

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Returning

Customers have placed 2 orders.

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Developing

Customers have placed 3 orders.

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Established

Customers have placed between 4 and 9 orders.

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Champions

Are customers who have ordered many times. They tend to be more forgiving of a single poor experience, because they have a history of good ones to weigh it against. A first-time customer has no such history, so one bad order is often enough to end the relationship before it starts. Where champions matter is in the pattern: a run of negative feedback from this group means an established habit is eroding, and that is worth acting on before the orders stop.

Analysing this graph will tell you whether an experience problem is putting new customer acquisition at risk, existing loyalty at risk, or both.


Figure 7

Store Risk Ratings

A ranked table of stores, ordered so that the stores introducing the greatest retention risk appear at the top.

ColumnNotes
StoreThe store name. Links through to the dashboard filtered to that single store.
RegionThe region of where the store is located.
ResponsesThe number of feedback points received for that store in the period. Rankings from a very small number of responses should be read with care.
Negative %The percentage of negative reviews that store has received during the period.
Product RatingAverage food or product rating out of 5.
Delivery RatingAverage delivery experience rating out of 5.
Feedback RateThe percentage of feedback responses received from the total number of orders during that period.
At RiskThe potential financial loss risk.
TrendWhether the store is improving or deteriorating across the selected period.

Because the table is ranked by risk rather than by volume, it answers the practical question directly: of all the stores in the network, which ones does the brand operations team need to deal with this week. The trend column is what tells you whether an intervention that has already been made is working.


Figure 8

Most Common Issues

A breakdown of the reasons customers gave for a poor experience, ranked by how often each reason appears. Typical categories include delivery or driver problems, late orders and long waiting times, food quality, service and staff, and order tracking.

This panel is the fastest route from "sentiment is down" to "here is what we are going to fix", and it applies to the whole cohort in scope, not only first-time customers.

Figure 9

Order Feedback Detail grid

One row per feedback response, giving the order-level detail behind everything above.

ColumnNotes
Feedback DateThe date the feedback was received.
Store NameThe name of the store where the order was placed.
RegionThe area in which the store is located.
Customer NameThe name of the customer.
Mobile NumberThe customer’s contact number.
Lifetime OrdersHow many orders the customer has placed in total with the Brand since they first registered and ordered.
Lifetime SpendWhat the customer has spent in total with the Brand, which is the clearest indicator of what a poor experience is actually worth.
SentimentWhether the response was classified as positive, neutral, or negative.
CallbackWhether the customer asked to be contacted about the experience.
CommentsThe free-text comment the customer left.

The grid can be exported to CSV using the export button below the table, for sharing with store teams, assigning follow-ups, or loading into another data warehouse.


Figure 10

Click to filter

The panels on this dashboard are interactive, and this is what makes it quick to use. Clicking an element on any chart filters the feedback grid below to exactly that population:

  • Click a segment in the lifecycle breakdown to see, for example, only champions who left negative feedback.
  • Click a cell in the heat map to see the individual orders behind a bad shift.
  • Click a category in Most Common Issues to read what customers actually said about service and staff, or about order tracking.
  • Click a store in the Store Risk Ratings to re-draw the whole dashboard for that store.

Filters applied this way are shown as chips, so it is always clear which population you are looking at, and they can be cleared to return to the full view.

Common Questions

  • How much feedback are we collecting, and what share of orders does that represent?
  • Is sentiment improving or deteriorating over this period?
  • Which stores are creating the greatest risk of losing customers right now?
  • Are our problems on the food side or the delivery side?
  • Which day parts and which days of the week are we dropping the ball?
  • Are we losing first-time customers, loyal customers, or both?
  • What are customers actually complaining about, in their own words?
  • Which customers have asked us to contact them, and how valuable are they?

Customer Experience Risk reports on feedback captured by BeHeard. Feedback is prompted after the order has been placed, either on screen or through a request sent by SMS, push, or email, with the delay configured per brand so that the food, delivery, or collect experience has actually happened first.

Acting on what this dashboard surfaces is done through Engage, where win-back, reminder, apology, and voucher campaigns can be automated against the segments above. Recovery messaging is not automatic: it requires Engage to be enabled for the brand or store.

For any further queries regarding customer feedback or this report, please contact the Customer Support team.