Hazel & Smoke

Guest Experience & Loyalty Performance — Charleston, SC

90-day analysis period ending Dec 31, 2024

Guest LTV — Loyalty
$684
+8.2%
Guest LTV — One-Time
$186
−2.1%
30-Day Repeat Rate
22.4%
+1.8pp
Overall NPS
68
+4 pts
Loyalty Program Rev %
58.2%
+3.4pp
Churn Risk Index
14.6
−1.2 pts

Guest RFM Churn Risk Scatter Plot

Recency (days since last visit) vs. Frequency (total visits) — bubble size = monetary value. Green = engaged; Orange = at-risk; Red = churned.

Repeat Visit Rate Trend (30/60/90-day)

NPS by Service Period

Review Sentiment Radar by Category

Aggregate sentiment score (0-100) from Google, Yelp, TripAdvisor reviews across food, service, ambiance, value, cleanliness.

Loyalty Program Revenue Share

Platform Rating Velocity

Complaint Resolution

Resolution Rate94.2%
MTTR (hours)4.8h
Open Issues
7
Avg age: 2.3 days

Platform Ratings Trend

Guest Acquisition Cost by Channel

Guest Loyalty Segment Performance

Segment Guests Avg LTV Repeat Rate Avg Spend NPS Churn Risk
Champions 342 $1,284 68.2% $94 82 Low
Loyal 518 $742 52.4% $78 74 Low
Potential Loyalists 1,064 $438 34.8% $68 66 Medium
At Risk 286 $564 18.2% $72 52 High
Hibernating 412 $298 6.4% $64 48 Critical
One-Timers 3,248 $186 0% $62 58 N/A

Guest LTV Cohort Analysis

Cumulative LTV by acquisition month cohort (90-day window).

Average Spend Trajectory by Visit Number

How guest spend evolves from first visit through visit 10+.