The average rating is visible, but it is not a complete operating metric.

Review volume and recency

Track whether feedback represents current service and whether major locations or products receive enough coverage.

Recurring themes

Tag comments by topic such as delivery, communication or quality. A stable average can hide a growing issue in one area.

Response and resolution time

Measure how quickly feedback reaches an owner and how long meaningful follow-up takes.

Change after action

When you improve a process, watch the related theme over time. The goal is better customer outcomes, not only a different score.