Survey volume over time
Responses by September date range
617Sep 1–7
599Sep 8–14
604Sep 15–21
581Sep 22–28
171Sep 29–30
The final range covers two days, rather than a full week.
Customer feedback for location networks
Multi-Location Customer Feedback Software
Collect feedback through your own surveys and Google reviews. Compare locations, understand written complaints, and give corporate teams visibility across the network.
Google reviews and Cacao surveys are analyzed separately.
Trusted by brands globally
Understand what’s happening at every location
Move from the group overview to a branch, compare complaint categories, and read the feedback behind the numbers. Switch sources to explore Cacao surveys or Google reviews.
Explore each source separately. The survey and Google views use different fictional demo groups.
Group overview
Ratings, volume and improvement opportunities from internal surveys.
Group: Willow TableSource: CacaoSeptember 1–30, 2026
- Surveys received
- 2,572 21 locations with responses
- Food rating
- 4.86 / 5 Mean of 21 location averages
- Service rating
- 4.89 / 5 Mean of 21 location averages
- Surveys with complaints
- 254 1,856 surveys with comments · 13.7%
Rating distribution
2,572 responses to each question · Original 1–5 scale
FoodService
5 / 5
2,275 · 88.5%
2,367 · 92.0%
4 / 5
245 · 9.5%
155 · 6.0%
3 / 5
38 · 1.5%
30 · 1.2%
2 / 5
8 · 0.3%
7 · 0.3%
1 / 5
6 · 0.2%
13 · 0.5%
What the comments reveal
Based on 1,856 surveys with food or service comments
68 surveys include complaints in both categories. Each counts once in the total of 254.
Requests for new menu items are not counted as complaints.
High ratings can still include complaints
220 surveys with both ratings at 5/5
86.6% of surveys with identified complaints.
Ratings and written feedback provide different signals. Review the text even when ratings are high.
99 surveys have at least one rating of 1–3 · 3.8% of all surveys
See how this works with your questions, locations and groups.
01 · Collect
Collect consistent feedback across locations
Build surveys around the experience you need to understand. Customize the questions, response scales and optional comments, then collect responses through QR codes or links.
- Use rating questions, multiple choice and open text.
- Keep feedback attached to the location where the experience happened.
- Configure post-sale SMS or WhatsApp invitations separately through a CRM or ERP integration.
Cacao can collect 0–10 responses. A calculated NPS score is not yet displayed in the dashboard.
Explore customer feedback surveys →ILLUSTRATIVE SURVEYHow was your visit?
Location: Silver Birch
How was the food?
How was the service?
Anything you’d like to share?Your comments…
Questions and comments can be customized.- QR or linkCustomer opens the location survey
- After a saleCRM / ERP integration → configured SMS or WhatsApp invitation
02 · Compare
Compare locations from a corporate view
See survey volume and question ratings across the group, then open a location to investigate. Customer-defined groups let you organize the network around your own operating structure.
- Compare food, service or other questions you choose.
- Keep response counts beside the ratings and complaint shares.
- Select comparison periods to understand changes over time.
A group rating is the mean of the location ratings: each location has equal weight. Each question’s location average uses the responses to that question in the selected period.
03 · Understand
Find the complaints behind high ratings
A high score can sit beside a specific problem. Cacao uses AI to identify praise and complaints in the written feedback, with categories and subcategories customized to your business.
- Classify the content, even when it appears under another question.
- Compare the share of written surveys mentioning each category.
- Open the original comments to understand the issue in context.
A survey counts once in the total with complaints and once in each relevant category. Category percentages use surveys with written comments; they do not add up to 100%.
04 · Follow up
Give the right people the context to act
Use immediate email alerts to notice low ratings and negative comments, even in responses with good scores. Read the comments, share AI summaries for a location, group or account, and export survey data to Excel for your team’s review.
- Email alerts can be triggered by low ratings or negative comments. Google and survey alerts are configured from the same place.
- AI summaries provide qualitative context and can be sent to the email address you specify.
- Your team assigns an owner, speaks with the branch, resolves the issue and checks the outcome.
Negative comments in high-rated surveys can also trigger alerts. The email identifies the feedback, category, and subcategory when assigned. Recipients can read and forward it without Google Business Profile access; responding in Cacao requires an authorized account. Alerts are separate from dashboards and reports.
Built for franchises and multi-location teams
Keep the location context while reviewing the network. An account can contain several groups, each with multiple locations.
Franchises
Compare the customer experience across franchise locations and identify branches that need support.
Explore franchises →Restaurant groups
Understand feedback about food, service, wait times and other categories you define.
Explore restaurant groups →Retail chains
Compare the store experience and investigate recurring complaints by location.
Explore retail chains →Choosing a platform?
Compare customer feedback solutions
Evaluating software for a franchise or location network? Our comparison guide covers customer feedback platforms and the capabilities to look for.
Compare customer feedback platforms →Customer feedback software FAQs
What is multi-location customer feedback software?
It helps a corporate team collect feedback, compare locations and investigate customer experiences across a franchise, restaurant group, retail chain or other location network. Cacao supports its own surveys and Google reviews, with separate analysis for each source.
Can each franchise location have its own dashboard while corporate sees the group?
Yes. Cacao provides location detail and group views. An account can contain several customer-defined groups, each with multiple locations, so corporate teams can compare branches and investigate individual locations.
How can I centralize customer feedback collection across franchise locations?
Use Cacao surveys through QR codes or links, with custom questions and feedback attached to the location. Post-sale SMS or WhatsApp invitations can be configured separately through a CRM or ERP integration. Review survey results centrally and inspect Google reviews in their own source view.
Are Google reviews and internal survey ratings combined?
No. They are analyzed separately. Google reviews have their own ratings and comments; Cacao surveys can contain multiple questions, each with its own ratings and written responses. They are not blended into a single score.
How are survey ratings and complaint percentages calculated?
Each question average uses the responses to that question in the selected period. A group rating averages the location ratings, giving each location equal weight. Complaint percentages use surveys with at least one written comment. A survey counts once in the total with complaints and can count in multiple categories.
Can AI find complaints in surveys with high ratings?
Yes. Cacao classifies the written content using custom categories and subcategories, identifying praise and complaints independently of the rating. A negative comment can trigger an immediate email alert even when the survey score is good. A low rating can also trigger an alert without a comment.
Does Cacao support 0–10 questions and NPS reporting?
Cacao can collect responses on a 0–10 scale. A calculated NPS score is not currently displayed in the dashboard. The demo on this page uses two questions on a 1–5 scale.
Can teams receive alerts, summaries and exports?
Yes. Low survey ratings, including ratings without comments, and negative comments in good-rated responses can trigger immediate email alerts when feedback arrives in Cacao. AI qualitative summaries are available for a location, a group or the account and can be sent to the specified email address. Teams can also export survey data to Excel and use the findings in their own operational follow-up.
See your locations through your customers’ feedback
Explore Cacao with your survey questions, operating groups and Google review needs.