Identifying Improvement Areas
Quick Summary
The Improvement Areas section identifies issues and concerns raised by your customers, ranked by severity. Each improvement area includes a severity level, a description of the problem, and specific suggestions for addressing it. This helps you prioritize which issues to tackle first.
How Improvement Areas Are Identified
The AI scans all of your reviews for negative sentiment, complaints, and constructive criticism. It groups related issues into themes, similar to how strengths are organized. However, improvement areas also include a severity assessment based on how frequently the issue is mentioned and how strongly it correlates with low star ratings.
Severity Levels
| Severity | Meaning | Action |
|---|---|---|
| High | Mentioned frequently and strongly correlated with 1-2 star reviews. This issue is actively driving negative reviews. | Address immediately. This is likely costing you customers and lowering your average rating. |
| Medium | Mentioned with moderate frequency or appears in 3-star reviews. A noticeable issue but not the primary driver of negative reviews. | Plan to address within the next few weeks. Monitor whether it escalates. |
| Low | Mentioned occasionally or as a minor point in otherwise positive reviews. A nice-to-fix item but not urgent. | Address when convenient. Consider as part of ongoing improvement efforts. |
Descriptions and Context
Each improvement area includes an AI-generated description that summarizes what customers are saying. This goes beyond a simple label; it explains the nature of the complaint and provides context. For example, rather than just saying "Slow Service," the description might read: "Multiple customers report long wait times during lunch hours, particularly for dine-in orders. Several reviews mention waits exceeding 30 minutes."
Improvement Suggestions
For each improvement area, the AI provides one or more actionable suggestions for addressing the issue. These suggestions are tailored to your industry and the specific nature of the complaint.
Note
Suggestions are starting points, not prescriptions. The AI does not know the internal details of your operations, so use the suggestions as inspiration and adapt them to your specific situation.
- High severity items typically include 2-3 detailed suggestions with specific steps.
- Medium severity items include 1-2 suggestions with general guidance.
- Low severity items include a brief suggestion or observation.
Tracking Improvement Over Time
As you address improvement areas and new reviews come in, the insights will update. An issue that was previously High severity may drop to Medium or disappear entirely if customers stop mentioning it. This gives you a feedback loop: make a change, wait for new reviews, and check whether the insights reflect improvement.
Pro Tip
After making a significant operational change to address a High severity issue, consider regenerating insights manually once you have received 10-15 new reviews. This gives you a faster read on whether the change is having the desired effect.
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