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Guest Experience Analysis

Convert Guest Feedback to Brand-Wide Action With Ease

Top Focus Points turns volumes of open-ended guest feedback into clear, prioritized action areas for your brand. Powered by restaurant-trained AI, it identifies which themes most impact sentiment and where your teams should focus next.

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More on Restaurant AI
A survey results chart titled "Needs Improvement" lists six issues with corresponding vote counts and percentages: 1. Slow Service, 2. Missing Items On The Order, 3. Order Was Inadequately Cold, 4. Too Expensive, 5. Dirty Environment, 6. Insufficient Portions.

Surface Key Guest Experience Trends

Guest Feedback Is Only Powerful If You Know What to Do With It

Surveys, reviews, social media—your guests are giving you more feedback than ever. But turning all that data into brand-wide improvements is still painfully manual.

Top Focus Points connects the dots between what guests are saying and what matters most, helping you make faster, smarter decisions that improve guest experience across every location.

8x
higher traffic growth for brands with biggest net sentiment improvement between 2019 & 2023

Action-Oriented Guest Experience Analysis

Built for Action. Not Analysis Paralysis.

Focus on What Moves the Needle
Our AI analyzes every comment, review, and survey to surface the themes most closely tied to guest satisfaction – ranked and ready for action.
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AI Trained on Restaurant Language
Unlike generic sentiment tools, our models are trained specifically on restaurant feedback, so we understand the nuance between “service was fine” and “server made the night.”
See the Why Behind the Score
Drill down into real guest comments for every focus point, giving you instant context to inform training, menu, and operations changes.
From Insight to Action, Faster
No more guessing which issues to prioritize. Align teams around the guest experience levers that matter most right now.

Impactful Restaurant Guest Experience Analysis

Make Guest Sentiment Your Competitive Edge

The restaurant industry moves fast. Top Focus Points makes sure your guest experience keeps up – by cutting through the noise and showing you exactly where to focus.

  • Size Issues: Raw data counts highlight how common issue is.

  • AI Summaries: Get a brief aggregated outline of main underlying detail behind the issue.

A digital interface screenshot highlight the Top Focus Points dashboard. The most prevalent topic is called out, with "Slow Service" magnified with a "Needs Improvement" badge, with a notification that 3.7% of all feedback received cites this as an issue. A detailed AI generated summary expands on the underlying detail, highlighting delays and long waiting times.

“With BBI, we are able to optimize every guest experience with greater confidence and speed than ever before.”

Rob Papps
CEO, Nando’s

Guest Experience Analysis for Restaurants

Surface Key Focuses with Restaurant-Trained AI

Top Focus Points – part of Reputation Hub – transforms scattered feedback into clear, actionable insights with restaurant-trained AI.

It analyzes every comment from your surveys, reviews, and social media – then distills it into clear direction on what you should do next.

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BBI Customer Perspective

“Correlating the financial data with the workforce and guest sentiment data tells us a very clean story of where we are and where we need to get to.”

Brad Jacobus, CMO – Jim ‘N Nicks

A video still featuring Brad Jacobus, CMO of Jim 'N Nick's Bar-B-Q, discussing how guest feedback and restaurant specialism guide brand direction and growth. He sits in a room with framed pictures and a lamp in the background.

Restaurant Guest Sentiment Measurement Platform

Explore Reputation Hub

Overview
Summary of entire Reputation Hub product.
Reputation Hub
Two overlapping circles: one with a purple happy face, the other with a purple sad face, on a dark background.
Sentiment Measurement
Analyze every comment from your surveys, reviews, and social media.
Guest Sentiment
Guest Sentiment Benchmarking
How you stack up against the competition.
Sentiment Benchmarking
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Restaurant AI
AI Guest sentiment analytics that are resturant-trained.
Restaurant-Trained Analytics
Channel Integrations
Integrate direct with social media, review and email channels.
Integrations

Guest Experience Management Platform for Restaurants

Reputation Hub is a Key Pillar of a Bigger, Holistic Guest Experience Platform

Integrations

Connect with tools you already use to collect more and better feedback.

More on Integrations

Survey Studio

Menu-level post-order guest survey feedback in one minute.

More on Survey Studio
A dashboard shows company reputation metrics, including average rating (4.0), NPS (40.2), best location (Dundee, 4.7), worst location (Zeus, 3.8), and a table with ratings and review counts by location.

Reputation Management

Engage direct with guests across all digital channels and orchestrate action across your system.

More on Response Center

Performance Intelligence

Fueling the AI Restaurant Command Center With Unrivaled Guest Experience Insights

Top Focus Points are even more powerful when paired with our Performance Intelligence platform.

By combining guest feedback with competitor sales and traffic data, you can:

  • Quantify the business impact of guest experience.

  • Identify experience drivers behind unit performance.

  • Prioritize high-ROI improvements.

Performance Intelligence
Platform Overview
Dashboard displaying performance metrics for "BBI Kitchen," including sales data, average rating, visitor counts, and graphical trends. The interface features tabs for insights, financials, and team data with graphs and tables.
Average Star Rating and Guest Sentiment Example

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