Guest Satisfaction & Review Intelligence

Copper Pan Kitchen — Southern Comfort Dining

Net Promoter Score
38
-6 pts vs prior month
Avg Star Rating
4.1
-0.2 stars
Review Response SLA
68%
-24% vs target
60-Day Repeat Rate
42%
-5% vs prior
Complaint Resolution
4.2
days avg (target 3d)
Detractor Recovery
22%
+3% vs prior

NPS Trend — Midtown Location

Review Sentiment Score

Theme Mention Velocity — Last 30 Days

Change in mention frequency vs prior 30 days

Star Rating Distribution

Location Sentiment Gap vs Market

Your locations vs Maple Row (competitor 4.5★)

High-Priority Reviews — Awaiting Response

Date Platform Rating Theme Excerpt SLA
Dec 18 Google ★★☆☆☆ Wait Time 45 min wait despite reservation, understaffed… Overdue 2d
Dec 17 Yelp ★★☆☆☆ Food Quality Shrimp & grits were cold, manager comp'd but still… Overdue 3d
Dec 16 Survey ★★★☆☆ Cleanliness Restroom needed attention, otherwise great… Due in 18h
Dec 16 Google ★☆☆☆☆ Wait Time Never coming back. 1hr wait, no apology from staff… Overdue 4d
Dec 15 Facebook ★★★★☆ Value Good food but portions smaller than before… On Time
Dec 15 Google ★★☆☆☆ Wait Time Server was great but kitchen backed up badly… Overdue 5d
Dec 14 Survey ★★★☆☆ Food Quality Catfish overcooked this visit, usually perfect… Responded
Dec 13 Yelp ★★★★★ Service Server Ashley went above and beyond, thank you!… Responded

Menu Item Sentiment Correlation

Items mentioned in reviews (positive/negative sentiment ratio)
Shrimp & Grits
68%
142 mentions
Fried Catfish
72%
128 mentions
Buttermilk Biscuits
89%
196 mentions
BBQ Ribs Platter
55%
87 mentions
Pecan Pie
91%
164 mentions
Sweet Tea
83%
211 mentions
Alert: Midtown Location Sentiment Drop
"Wait time" mentions increased 62% over 21 days. NPS dropped from 44 to 38. Immediate action required: FOH staffing review scheduled for Dec 20.