• I want to be able to click into the negative reviews and see exactly what was seen. I want to be able to see the conversation that was had.
• There are times when people say something positive but don't leave a high star review.
• Sometimes the feedback doesn't match up with what they are giving.
• I like how it gets the sentiment of the review
• I like how you can split it and see how things are positive and negative.
• GMs are doing all their feedback at each store.
• There are 3 to 6 stores in one region.
• Can we add in our own issues?
• I want to be able to dive into the stores in my region.
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Jamie runs the operations team. She manages the team of managers that manage the stores. We manage everything that goes on in the store.

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Allister runs the training program. Training partners and employees.

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• We use data from Ovation to determine part of the bonuses.
• David has a paper that he builds every month that has screenshots of the dashboard. Makes it in Powerpoint. I think that is a HUGE sign that he values Ovation.
• "We drill down on all the data." 
• "What I don't like about surveys is that it was a very lengthy survey, but we were getting good information into what is going well and what we need to fix. That was missing from Ovation before. I like this idea."
• "I see all the feedback. What the alert feature gets me is it makes me easier to get the information."
• "What I decide I want to be alerted on might change over time."

David is the owner of Peace Love and Pizza

I am one of the owners. Part of my role is to collect information.

We use

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• Can you set the region however you want it? 
• "Lets say you have 10 comments, but two people mentioned multiple things. What should happen?" The worry is that presentations might be confusing.
• A lot of GMs are getting dinged saying it is a bad shift, when they know it is a bad shift.
• I think batching is the best way to get my information.
• "I get every message that comes through to your email. The GMs get an alert on their app. So they are getting alerts and they are getting annoyed by that. And because of that, it is white noise."
• "Customers will almost always say who the person was they had a problem with. 'The short kid with glasses'."

David is director of marketing. In store signage, social media, customer feedback, anything that comes inbound to customers we respond to.

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We have 26 stores in Texas.

• I would then take that to our innovation team to improve how we can do something.
• Currently there are things we keep an eye on. If we can tag those as top issues and then get insights into how we can fix it.
• I don't want to miss things. I want to know if issues come up.
• We do brand score cards. Would it send an alert? I would love it to send an alert.
• In Inmoment, all people get emailed in Inmoment. But there is no insight into the data. I have to go through all the mentions.
• We want to know when something is a real problem.
• In Inmoment, it alerts you on everything.

Chief Experience Manager

Costa Vida realized they were had a lot of data but weren't making changes based on the data.

She has worked in restaurants for 10 years.

• "I like that I can see things by mention and day part. I think that is extremely helpful."
• "Right now I have to break down a lot of information.
• 36 corporate stores. 60 are franchised. Some franchises have 8 locations. And then inside of those they have a district.
• I want to be able to filter my settings.
• "How deep would Josh want to dive? Could I filter into stores with drive through?"
• We also have Franchise Business Consultant (FBC).

Chief Experience Manager

Costa Vida realized they were had a lot of data but weren't making changes based on the data.

She has worked in restaurants for 10 years.