📊 Weekly Scorecard
Total Conversations
7
↓ 65% vs last week (20)
NPS Score
0
— same as last week
Escalations
0
— same as last week (0)
Sports Viewing Requests
1
↑ from 0 last week
NPS Calculation: Based on sentiment analysis of 7 conversations — 0 Promoters, 7 Passives (all routine operational inquiries: hours, info, reservations, lost & found). NPS = (0/7 - 0/7) × 100 = 0. Volume dropped another 65% to the lowest week since launch. All conversations were informational — no negative or strongly positive sentiment.
✅ Escalations This Week: None
Second consecutive week with zero escalations. All customer inquiries resolved through standard channels (phone number referrals, OpenTable directions, general info).
📌 Notable Items
🏎️ F1 Viewing Request
"Will you be showing the formula 1 race tonight" — First sports viewing request since Olympics/boxing surge ended
March Madness starts 3/17 — sports demand returning
"Will you be showing the formula 1 race tonight" — First sports viewing request since Olympics/boxing surge ended
March Madness starts 3/17 — sports demand returning
👥 Large Group: 20+ People
"I want to come in with a big group tomorrow night" / "might be 20 people or more" — Directed to call 650-899-7686
Continued large group interest — 30-person group last week, 20+ this week
"I want to come in with a big group tomorrow night" / "might be 20 people or more" — Directed to call 650-899-7686
Continued large group interest — 30-person group last week, 20+ this week
🔑 Lost Debit Card
"I wanted to check if I left my debit card there on Saturday night" — Directed to call for lost & found
Lost & found remains a recurring pattern (1 this week, 1 last week)
"I wanted to check if I left my debit card there on Saturday night" — Directed to call for lost & found
Lost & found remains a recurring pattern (1 this week, 1 last week)
❓ General Info Request
"Tell me about The Pro!" — Customer received full overview of concept, history, Andrew Luck partnership, and menu hours
Brand awareness still growing — people discovering The Pro
"Tell me about The Pro!" — Customer received full overview of concept, history, Andrew Luck partnership, and menu hours
Brand awareness still growing — people discovering The Pro
📈 Conversation Themes
⏰ Hours / Operations
Conversations
2 (29%)
vs Last Week
↓ from 4 — Lower volume overall
👥 Large Group Reservations
Conversations
1 (14%)
vs Last Week
— same (1 last week — 30 people)
📺 Sports Viewing
Conversations
1 (14%)
vs Last Week
↑ from 0 — F1 interest returns
🔑 Lost & Found
Conversations
1 (14%)
vs Last Week
— same as last week (1)
❓ Information Requests
Conversations
2 (29%)
vs Last Week
New theme this week
💯 NPS Analysis
Net Promoter Score
0
Based on sentiment analysis of 7 conversations
0
Promoters
7
Passives
0
Detractors
😀 Promoter Signals
- No strong promoter signals this week — all conversations were brief, informational exchanges (hours checks, reservation inquiry, lost item, general info)
- "Tell me about The Pro!" customer received an enthusiastic overview and seemed engaged — close to promoter territory but no explicit positive sentiment expressed
😟 Detractor Signals
- No detractor signals this week — all interactions were neutral, with customers getting the info they needed through standard channels
- No phone system complaints this week (first time in 5+ weeks), though volume was very low
⭐ Weekly Highlights
🌟 What's Working
- Zero Escalations (Week 2): Second consecutive clean week. All inquiries resolved through standard channels without requiring management intervention.
- No Phone Complaints: First week without a phone system complaint since late January. Whether fixed or low volume masked the issue remains to be seen.
- Sports Viewing Returns: F1 race inquiry signals continued interest in The Pro as a sports destination. March Madness (3/17) is one week away.
- Brand Discovery: "Tell me about The Pro!" shows people are still learning about the venue and its story — organic curiosity is healthy.
- Large Group Pipeline Continues: 20+ person group inquiry follows last week's 30-person request — The Pro is becoming a group destination.
⚠️ Areas for Improvement
- Significant Volume Drop: 7 conversations is the lowest week since launch — down 65% from last week (20) and 81% from two weeks ago (37). This may signal a seasonal lull or reduced engagement.
- No Reservation Bookings: Zero standard reservation requests this week (down from 11 last week at 55%). The text channel's primary use case was absent.
- TV Schedule Gap: F1 customer was told to call — no live TV schedule available. Repeated recommendation from prior weeks remains unaddressed.
- Lost & Found Recurring: Third week with a lost item inquiry. A digital lost & found form or process could streamline these requests.
💬 Notable Conversations
Sports & Groups
"Will you be showing the formula 1 race tonight"
"I want to come in with a big group tomorrow night" ... "might be 20 people or more"
Hours & Operations
"What time do you close today"
"What time are you open today?"
Info & Lost Items
"Tell me about The Pro!"
"I wanted to check if I left my debit card there on Saturday night"
🎯 Priority Actions
Based on This Week's Data:
1
Prepare for March Madness (Starts 3/17) — HIGH PRIORITY
March Madness tips off in 9 days. F1 viewing request this week confirms sports demand is real. Two weeks ago saw 8 sports viewing requests (Olympics + boxing). Action: Finalize March Madness viewing schedule, promote through the text channel, social media, and in-venue signage. Consider special food/drink packages for key games. This is a major revenue opportunity.
March Madness tips off in 9 days. F1 viewing request this week confirms sports demand is real. Two weeks ago saw 8 sports viewing requests (Olympics + boxing). Action: Finalize March Madness viewing schedule, promote through the text channel, social media, and in-venue signage. Consider special food/drink packages for key games. This is a major revenue opportunity.
2
Investigate Volume Drop — 81% Decline Over 2 Weeks
Conversations went from 37 → 20 → 7 over three weeks. Some drop was expected post-Olympics, but 7 is unusually low. Action: Check if there are technical issues with the text system, review if marketing/promotion of the text channel has decreased, or if this is a natural seasonal pattern. Consider a re-engagement campaign.
Conversations went from 37 → 20 → 7 over three weeks. Some drop was expected post-Olympics, but 7 is unusually low. Action: Check if there are technical issues with the text system, review if marketing/promotion of the text channel has decreased, or if this is a natural seasonal pattern. Consider a re-engagement campaign.
3
Create Live TV Schedule
For the third time, a customer asked about sports programming and was told to call. With March Madness approaching, this will only increase. Action: Create and maintain a live TV schedule accessible through the text channel or website so customers can check what's on without calling.
For the third time, a customer asked about sports programming and was told to call. With March Madness approaching, this will only increase. Action: Create and maintain a live TV schedule accessible through the text channel or website so customers can check what's on without calling.
4
Streamline Large Group Booking
Two consecutive weeks with 20+ person group inquiries. Both directed to call. Action: Consider an online form or dedicated booking process for large groups (8+) to reduce friction. The phone-only requirement has been a pain point since launch.
Two consecutive weeks with 20+ person group inquiries. Both directed to call. Action: Consider an online form or dedicated booking process for large groups (8+) to reduce friction. The phone-only requirement has been a pain point since launch.
5
Phone System Status — Monitor
No phone complaints this week — the first clean week since late January. But with only 7 conversations, the low volume may be masking the issue. Action: Continue monitoring. If March Madness drives higher volume and phone complaints return, escalate immediately.
No phone complaints this week — the first clean week since late January. But with only 7 conversations, the low volume may be masking the issue. Action: Continue monitoring. If March Madness drives higher volume and phone complaints return, escalate immediately.