When a customer says, "my order was cold," what's your next move?

I hear it all the time. 

Operators collect customer feedback. They look at their scores. They make sure to reply to the angry ones.

But then they tell me, “we don’t know what to do beyond that step that will make a difference.”

And these are seasoned operators. They are experienced. They have teams. And yet, they are at a loss with understanding all of the context that went into the content of the survey.

I agree. 

Profitability depends on context. To take a score or a bad (or good) review and not be able to layer it with allllll the things also happening at that time, would be like only playing offense and no defense. And we all know “defense wins championships.”

So, here we go. Zigy is undergoing efforts to layer in the customer feedback from 3rd parties. 

Imagine a shift report that layered in customer sentiment alongside sales, labor and operations. 

A customer survey comes in:

“Pretzels were hard and not warm.”

At first glance, it’s just another piece of feedback.
But now, imagine that same shift report includes:

• Annie, your scheduled opener, was a no-show
  
  
• The oven temp log shows preheating started 40 minutes late
  
  
• Mall foot traffic was 112% higher than average due to a seasonal event
  
  
• Two new hires were running the counter with no certified trainer on the floor
  
  

Suddenly, it’s not just a quality issue—it’s an operational story.
And now you know what to coach on:

• Adjust training coverage
  
  
• Rethink who opens when foot traffic surges
  
  
• Incentivize early prep behavior with a shift-level reward
  
  

That’s what we mean by layering customer sentiment with real-time sales, labor, and ops data.
So you’re not just responding—you’re improving.