Online customer reviews inform decisions for millions of consumers every day, from where to eat lunch to where to send their child for daycare. Now, that same data can help franchise operators optimize their businesses, strengthen customer experience, and protect their reputations.
OpsScaleIQ announced Monday the launch of their new operational intelligence platform for multi-location franchise operators. That platform pools customer review data from a variety of trusted sources, including Yelp, Google, Trip Advisor, and Trust Pilot, analyzes the sentiment of each piece of feedback, and sorts it into one of 25 operational categories.
The OpsScaleIQ platform’s AI can identify reviews with actionable, constructive feedback and convert them into tasks for the relevant location manager, including setting deadlines and prioritizing the new task against other items in the work queue. Each task includes a built-in document audit trail, improving accountability and making it easier for local or regional operators to understand which locations and managers are prioritizing improvement.
“Franchise operators have had reputation tools that show them the problem and operations tools that manage internal checklists, but nothing that connects the two,” said Darshil Patel, founder of OpsScaleIQ. “A low-star review about cold food at a franchise location should result in an assigned task for the shift manager with a deadline and documented proof of resolution. That loop did not exist before OpsScaleIQ.”
By synthesizing all that data, OpsScaleIQ can provide multi-unit operators with their OpsScore, a number between 0 and 100 for each individual location that combines customer review sentiment and operational task resolution data to create an overall grade for their handling of customer experience.
That visibility enables operators to close the gap between the experience customers crave and the experience their locations provide while identifying great leaders and uncovering opportunities to shore up underperformers.
While foodservice is perhaps the most obvious application of the AI platform, OpsScale IQ’s classification system spans 22 industry-specific taxonomies, which means that any multi-unit franchise operator can benefit, whether they run dance studios or pet washing services.
For more information visit opsscaleiq.com.
