How to keep location feedback honest: six steps

A six-step process for running customer feedback across franchise or multi-location networks without letting the people being graded choose who gets asked. It covers central sampling from the transaction log, hiding the draw, rewarding reach instead of the score, consistent administration, reporting the distribution and asking why. Koji supports this by sending brand-controlled interview links straight to the customers in the draw.

Where this appears

• Multi-Location Customer Feedback (2026): Why Putting Scores on the Operator Scorecard Breaks the Data

What's in this process

1. Draw the sample centrally: A random or census draw from the transaction log. Not a list the location supplies, and not a card it hands out.
2. Keep the draw hidden from the unit: If the location can identify the selected customers before they respond, every lever comes back.
3. Reward response rate, not the score: A location can control how many customers are reached. It cannot control what they say.
4. Ask the same way every time: Human administration varies, and that variance shows up in the location comparison looking like performance.
5. Report the distribution, not just the mean: When the network's interquartile range is five points, a location's mean says little. Show the spread.
6. Ask why, not only how much: A compressed score cannot tell you what to change. A transcript can.