Overall Experience KPIs

Use these to understand general customer sentiment and loyalty.

KPI	Condition	What it usually means	What to check next	Likely manager action
OSAT	Down	Overall customer satisfaction is weakening.	Identify the source of decline (In-store Survey, Google, Aggregators, or Complaints).	Find the main root cause and prioritize the biggest issue affecting the store experience.
Order CSAT	Down	The actual visit or order experience is getting weaker.	Check Meal, Service, and Store attribute scores; order channel; heatmap; and dissatisfied comments.	Coach the team on specific operational breakdowns and fix the execution issue.
NPS	Down	Experience is acceptable, but not strong enough to recommend.	If Order CSAT is stable, look at care, confidence, consistency, and emotional connection.	Strengthen the parts of the experience that build customer confidence and brand pride.
Likelihood to Return	Down	Something is making repeat visits feel less easy or valuable.	Check speed, convenience, value, availability, and consistency.	Remove practical barriers that make the experience difficult or less worth repeating.

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