Location Performance
If you run a network of stores, branches or sites, one question keeps coming back: which locations are pulling your loyalty and satisfaction up, and which are dragging them down — and on exactly which service attributes? Location Performance answers it in a single view. It's a store-by-store scorecard that lines up every physical location against the same core CX KPIs and operational rating metrics, so regional and retail ops managers and CX leads can compare like for like, spot the over- and under-performers, and act. This is the report to open when a number looks fine at the network level but you suspect a handful of locations are doing all the work — for better or worse.
What makes it distinctive is that it unifies your three core KPIs — NPS, CSAT and CES — in one location-comparison frame, sizes and positions each store with segment bubble charts, and puts a monthly drill-down under every chart so a single snapshot can become a trend in one click.
What you'll see
The report opens with three headline KPI cards your organization can tailor:
- Total NPS — the network-wide score with its promoter / passive / detractor split and a year-over-year delta.
- Total CSAT — with the happy / neutral / unhappy split and delta.
- Total CES — with its delta.
Each core metric then gets its own block, all built from the same set of charts so you learn the layout once:
- A gauge — the headline score for the metric across all locations.
- An "NPS and segments by Store" bubble chart — a scatter view where each store is a bubble positioned and sized by its score and segment mix, so leaders and laggards jump out.
- A per-store table — segment percentages, the score, its delta and response volume for every location, sortable.
- A "Monthly NPS by Store" grouped bar chart — each store month by month, with a backing monthly table for the exact figures.
The same gauge → bubble → table → monthly trio repeats for CSAT and CES, so comparisons stay consistent across all three KPIs.
A final Metrics' Performance block covers your operational rating questions:
- Horizontal bars of average rating-metric scores by question — your service attributes ranked.
- A monthly trend line showing how those ratings move over time.
- A large grouped bar chart of rating-metric scores by store and question, so you can see which location is weak on which specific attribute.
Filter everything by date range, workspace, questionnaire and store, with secondary question-title and store selectors inside the sections to zoom into a specific attribute or location.
Put it to work
- Rank and benchmark. Sort the per-store tables to see who leads and who trails on each KPI, then benchmark the rest of the network against your top performers.
- Coach with specifics. The rating-metric-by-store grouped bars tell a manager exactly which attribute — not just which score — needs attention at their location.
- Target your interventions. A store that's low on CES but fine on NPS needs a very different fix than one that's bleeding promoters; the unified view shows you which.
- Confirm it's a trend, not a blip. Use the monthly drill-down under any chart to check whether a weak month is noise or a genuine slide.
Read the bubbles before the table
The "by Store" bubble charts are the fastest way to triage a whole network: outliers sit visibly apart from the pack. Spot the stragglers there first, then drop into the per-store table and monthly drill-down to understand why.