Insights

Instagram first replies are the slow lane

Median 31m to first reply vs 4m on the fastest channel — a routing or staffing look, not a people problem.

44 follow-ups waiting more than two days

Oldest is 84 days with daves Procurement. Pending follow-ups are promises with clocks on them.

Reviews needing eyes

2 high-risk and 1 unanswered in the triage log this month — 71% of everything logged is positive, so the tail is small but visible.

Google rating is drifting down

3.8 average over 30 days, -0.6 vs the prior 30 — 45 reviews in the window.

Ħaż-Żabbar, Telliera: reviews keep raising freshness & dates

2 of 9 reviews mention it, averaging 1.5★ — a store-operations fix, not a reply-template fix. The themes panel opens the exact reviews.

First response slipped this week

Median 9m vs 8m last week (+12.5%).

CSAT ticked up this week

4.1 vs 3.7 last week, on resolved conversations that left a rating.

The promoter programme is converting

18 visits produced 16 app downloads and 35 rewards sign-ups, on €342 of sampling.

30 stores have never had a promoter visit

Birkirkara, Triq Bwieraq · Birkirkara, Triq Il-Knisja l-Qadima · Birżebbuġa, Triq Zarenu Dalli · Gzira, Shop 2 · Ħal Qormi, Triq San Bastjan · +25 more — the coverage gap to plan the next rota around.