Score the experience at every branch

The assistant scores each branch or team on the things customers care about, so you can see who is excelling and who needs help.

Discuss your business needsSee how it works

From ratings to a fair scorecard

The assistant does the scoring. Your managers do the improving.

Scorecard

Reading your tools

Got it. I will score each branch on what customers told us.

Stage 1

It learns.

First, it learns what you measure.

  1. Learns what you measure

    Speed, friendliness, cleanliness, value and more.

  2. Connects your ratings

    Surveys, reviews and mystery visits.

Scorecard
Reading ratings0 ratings read
  • OOrchardBest branchUp 3 points
  • BBugisSteady
  • TTampinesDown 2 points
  • JJurongDown 9 points
Stage 2

It scores.

Then it scores every branch.

  1. Reads every rating

    From surveys and reviews.

  2. Scores each branch

    The same measures everywhere.

  3. Shows what is changing

    Better or worse than last month.

Branch note
To Jurong branch manager
Subject Jurong scorecard: long waits are the main issue

EditSend to the manager
A check in is set for two weeks from now.
Stage 3

It shares.

Finally, it helps each branch improve.

  1. Writes a note for each branch

    What is going well, and what to fix.

  2. Shares what works

    Good ideas travel between branches.

  3. Tracks the change

    See scores move month by month.

Made for businesses with more than one team or place

A small team discussing plans around a table.

The operations head with many branches

A fair score for every branch, every month.

You cannot visit every branch, so you rely on stories.

A team working around a table covered in plans and sticky notes.

The branch manager who wants fair feedback

A score based on all of the month.

You are judged on one bad day.

Two colleagues discussing ideas beside bookshelves.

The owner with several locations

A clear comparison across places.

Each place feels a little different, and you cannot tell why.

Colleagues writing notes and sharing printed pages at a long table.

The customer experience lead

Numbers to back every request.

You need proof to ask for changes.

What changes for your team

Without the assistantWith the Customer Experience Scorecard

Branches are judged by gut feel

Branches are scored the same way

Problems are found by complaints

Problems are found by scores

Best practice stays in one branch

Best practice is shared

Scorecards take weeks

Scorecards are ready every month

Testimonials from teams who use it every day

I know where to go next

“I can see which branch needs me. I used to guess, and now I go where the scores say.”
Raymond SeahOperations Head, retail group
Singapore
Kuala Lumpur
Hong Kong
Mumbai
Singapore

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