Multi-Unit Review Accountability System

Set one written standard for how every store answers reviews, and who owns it.

REVIEW RESPONSE STANDARD

Every review that names something we can name back gets a reply.

RESPONSE STANDARD
- Any review that names something specific gets a reply that names the same thing back. Late and specific beats fast and blank.
- Every reply has an owner before it posts. A reply nobody owns makes the store look responsive and stay broken.
- Urgent flag (safety, illness, discrimination, legal threat): escalated to the operator immediately. These do not wait for a shift change.

WHO OWNS WHAT
- Store GM: owns the reply queue for their location. Reviews, personalizes, and posts every response Replio drafts.
- Shift lead on duty: covers the queue on the GM's days off.
- Operator / multi-unit manager: reviews urgent flags, approves any response that admits a process failure, and audits response rate weekly.

THE RULES
- We never argue with a guest in public. We acknowledge, we own it, we move the resolution to a private channel.
- Every reply references what actually happened. No generic, repeated answers.
- We never offer specific compensation in a public reply. Take the make-good offline.
- Urgent issues do not wait for the next shift. They get a phone call.

ACCOUNTABILITY
- Response rate and time to first response are reviewed in every GM 1:1.
- A store under 90% response rate for the week owns a written plan to fix it.

Posted: ________   Operator: ________

Run a 20-minute weekly check-in built off this week's reviews, not gut feel.

WEEKLY GM 1:1: REVIEW AGENDA

Store: ____________    GM: ____________    Week of: ____________

1. RATING TREND (3 min)
   - Avg rating this week: ____    Last week: ____    30-day: ____
   - Response rate this week: ____%    Time to first response: ____ hrs
   - Are we trending up, flat, or down? Why?

2. TOP COMPLAINT THEME THIS WEEK (5 min)
   - The single most repeated issue in this week's reviews: ____________
   - How many reviews mentioned it: ____
   - Root cause, in one sentence: ____________

3. ONE WIN TO RECOGNIZE (3 min)
   - A team member named or praised in a review: ____________
   - How we recognize them this week: ____________

4. ONE ACTION FOR NEXT WEEK (5 min)
   - The one change that addresses the top theme: ____________
   - Owner: ____________    Due: ____________
   - How we will know it worked: ____________

5. FOLLOW-UP ON LAST WEEK'S ACTION (4 min)
   - Last week's action was: ____________
   - Did it move the theme? Yes / Partly / No
   - Keep, adjust, or close it out: ____________

See every location side by side at a glance. Replio builds this roll-up for you automatically.

WEEKLY REVIEW SCORECARD: Week of ____________

LOCATION          AVG    RESP%   URGENT   TREND
---------------------------------------------------
Downtown          4.6    98%     0        up
Northside         4.4    100%    1        flat
Westgate          4.1    82%     2        down
Airport           4.7    95%     0        up
Eastpoint         4.3    91%     1        flat
---------------------------------------------------
NETWORK AVG       4.4    93%     4        flat

LEGEND
- AVG: average star rating on reviews received this week.
- RESP%: share of reviews that got a reply inside the SLA.
- URGENT: count of urgent-flagged reviews this week.
- TREND: direction vs last week (up / flat / down).

WATCH LIST (below standard this week)
- Westgate: response rate 82%, two urgent flags, rating trending down. GM owns a written fix by Friday.

Read this to your GMs the day you turn "we respond to every review" into a standard.

HUDDLE SCRIPT: "WE RESPOND TO EVERY REVIEW"

(2 to 3 minutes, read it in your own words)

"Starting this week, every review that names something we can name back gets a reply. Good or bad, five stars or one, if they told us something we answer it and we name the thing they named.

Here's why this is not busywork. When a guest leaves a review and we answer it, the next guest reading it sees an operator who pays attention. When we ignore it, they see a store that doesn't. That gap is the difference between someone driving to us and driving past us.

The standard is simple. Good reviews get a real thank-you that names what they praised. Tough reviews get a reply that names what went wrong, and we take the fix offline. Anything serious, safety or someone getting sick, you call me. Do not wait.

You don't have to write these from scratch. You just have to make sure every reply sounds like a human who was actually there. Name the thing that happened. Own it if we missed. Thank them by name if they praised your team.

We're going to look at this together every week in our 1:1. Not to catch you, to back you up. If a store is buried, we fix the staffing, not blame the GM.

Questions? Good. Let's go be the store that answers."

A once-a-month operator checklist to find patterns no single store can see.

MONTHLY REVIEW-OF-REVIEWS: OPERATOR CHECKLIST

Month: ____________    Locations covered: ____________

[ ] Pull every location's rating, response rate, and review volume for the month.
[ ] Rank stores by average rating. Note the top performer and the one that slipped most.
[ ] Read the bottom 10 reviews across all stores. Look for one theme that shows up in more than one location.
[ ] Read the top 10 reviews. Note which team members are getting named, send those names to the GMs.
[ ] Compare time to first response across stores. Flag any location consistently outside the SLA.
[ ] Pick the one network-wide problem to attack next month. Name it, assign an owner, set the target.
[ ] Confirm last month's network problem actually moved. If it didn't, figure out why before adding a new one.
[ ] Recognize the most improved store in the next operator call. Make the win visible.
[ ] Update the roll-up scorecard template with this month's numbers and share it.

The point of this ritual: one store can't see a pattern across the network. You can. Your job this hour is to find the thing every GM is too close to notice.