F&B & Retail
Customer Feedback Loops — From Google Reviews to Ops Changes
F&B and retail chains collect reviews but rarely close the loop to kitchen, staffing, or SKU decisions. LLM sentiment routing integrated to ops tickets.
You have 4.2 stars and no idea which outlet drives complaints or whether "slow service" last week was staffing or a new menu item.
The feedback graveyard
- Google, Facebook, delivery app reviews in silos
- HQ reads monthly PDF export
- Outlet managers never see themed patterns
- Product team guesses on SKU changes
Integrated feedback loop
- Ingest — review APIs, survey tools, complaint WhatsApp (where policy allows)
- Classify — theme, severity, outlet, SKU mention (LLM with human-reviewed taxonomy)
- Route — ops ticket to outlet manager; product tag if SKU-specific
- Close loop — weekly brief: "3 outlets flagged cold fries — check holding time SOP"
Not auto-reply bots insulting customers. Internal routing with optional draft responses for manager approval.
KPIs
- Time from negative review → manager acknowledgment
- Repeat complaint rate by theme
- Correlation between ops changes and rating trend
What to do next
Book a discovery call — bring outlet count and where reviews live today.