The QTX system provides a detailed Satisfaction Rate and Global Score for both Company-owned and Leased outlets, displayed separately in graph and table formats. It also includes a performance indicator that helps departments and management evaluate success in achieving specific targets.
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Satisfaction Rate measures the percentage of positive responses from guests or users based on their direct feedback. This reflects how well the service, product, or experience met or exceeded expectations. A high Satisfaction Rate indicates strong performance in guest engagement, service quality, and operational consistency, while a lower rate highlights areas that require improvement.
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Global Score is a comprehensive performance index that combines multiple evaluation criteria—including service standards, compliance checks, and overall guest experience—into a single score. Unlike the Satisfaction Rate, which is primarily guest-driven, the Global Score provides a broader, balanced perspective by integrating both guest feedback and operational standards. This allows management to identify trends, benchmark results across different outlets, and track progress against strategic goals.
By comparing both indicators, organizations gain deeper insights: the Satisfaction Rate highlights customer sentiment, while the Global Score reflects the overall operational and service excellence.
1. On the Dashboard landing page, click Reports under the CONNECT platform, then select Response Analyses.
2. Fill in the required filter details, then generate and view the report.
3. You will be directed to the Performance tab. Click Performance, then select Owned vs Leased Outlet, and choose Satisfaction Rate or Global Score.
4. The Overall Satisfaction Rate graph will be displayed. Hover your cursor over any bar in the graph to view the exact percentage score.
5. Next, the system will display the Overall Owned Outlets graph. Hover your cursor over any bar to view the exact percentage score for each outlet.
Click the VIEW MORE button to display the table view of each outlet.
6. The next section displays the Owned Outlet report with Key Metrics Scores by Department in a table format. This indicates if each department performance has increased or decreased.
8. Next, you can view the Leased Outlets report in a graph format, similar to the Owned Outlets display for your reference. Click VIEW MORE at the bottom to see additional details. (Image needs to be updated).
If you need further assistance, please send an email to helpdesk@q-tx.com