Key Operational Metrics to Watch
We’ve identified five operational metrics that are especially good indicators of restaurant performance. When these metrics are strong, your customers are more likely to have a positive experience, which typically leads to better ratings and customer loyalty — both important drivers of growth. Poor operational metrics, on the other hand, can lead to avoidable error charges and customer dissatisfaction, which can negatively impact your bottom line.
Customer Rating: Simply put, your customer rating represents how your customers feel about their experience with your restaurant. Specifically, this rating reflects responses to the “How was the food?” prompt customers see in the app following a delivery or pickup.
Avoidable Cancellations: Some cancellations aren’t avoidable — but some are. This metric measures orders that were cancelled for reasons within your store’s control, like delayed confirmation or incorrect store hours. Customers may be less likely to return when they have an order cancelled.
Order Error Rate: Your order error rate measures how frequently customers report that items are missing, incorrectly prepared, or of poor quality. Maintaining accurate orders ensures customers receive the items they ordered as they requested them, helping to keep ratings high and customers happy.
Avoidable Wait: Your avoidable wait measures how long Dashers are waiting for orders after you confirmed it would be ready. You can help lower your delivery times by keeping wait as low as possible. Customers are more likely to order from Merchants with faster delivery times.
Downtime: Downtime is the amount of time your store was unavailable (temporarily deactivated) to customers despite being within your open hours. Excessive cancellations, wait, or pausing may lead to downtime. It impacts revenue, new customer acquisition, and retention.
Reviewing and Analyzing Your Performance
In the Merchant Portal, there’s a section of your Dashboard called Operations Quality, which shows your performance in all five of these metrics over time. This section of your dashboard will also suggest whether your current metrics are performing well or need improvement.
Take a look at this guide for detailed steps on how to view your metrics over different periods of time.
How to Improve Your Operations
If you’re looking to improve one or more of your metrics, try implementing some of these best practices.
Minimize Avoidable Cancellations
Ensure your hours are correct. Confirm your business and menu hours in the or tablet to avoid cancellations due to your store being “closed.”
Ensure Menu is up-to-date. Make sure to either temporarily or permanently mark items out of stock if they run out at any point in the day or are no longer available indefinitely.
Confirm orders quickly. Use your tablet to confirm orders quickly (or set up auto-confirm) in order to avoid cancellations due to lack of confirmation.
If your restaurant will be closed or have special hours for a holiday or event, set special holiday hours or closures in the Merchant Portal.
Minimize Order Error Rate
Ensure your menu is up to date, including when items are out of stock. This will reduce the likelihood of “missing” items. Update your menu on your tablet, in the Merchant Portal, or via POS.
Label orders with the customer’s name and/or attach a printed ticket to the order. This will help ensure Dashers deliver the right order.
Check for modifications and special requests. Avoid incorrectly prepared items by paying special attention to modifications. Contact the customer directly for any clarifications.
Set your kitchen status as Busy when things are especially busy. This way, customers can still place orders, but they will see a longer and more accurate wait time. Try not to Pause all new orders if possible (this will contribute to downtime). You can change your kitchen status on your tablet.
Run an Olo mismatch report. Regularly run a mismatch report to identify any POS mapping discrepancies or menu errors. See this guide for more information.
Decrease Avoidable Wait
Update Dasher pickup instructions. Minimize wait time by providing clear pickup instructions for Dashers — including where to park and if there is a special entrance or line they should use. You can update this in the Merchant Portal.
Set your kitchen status as Busy when things are especially busy. This way, Dashers will have an accurate sense of when they should arrive to pick up their order. You can change your kitchen status on your tablet.
Ensure prep times are accurate. Use your tablet or POS to make sure order prep times are correct.
Designate a special pickup area or rack. Creating a clear pickup area for Dashers decreases in-store confusion and wait times.