You have locations, and each one has a phone. Customers call about orders, returns, availability, a delivery that didn't arrive, something a member of staff said. It's handled locally and it stays local, so the pattern across your estate is invisible until it shows up in your ratings.
Upset customers by location, based on what they said rather than on whether anyone filed a report.
A customer angry enough to say they're going to write about it. Minutes after the call, to whoever can call them back.
Delivery timing. A returns policy nobody can explain. One product line. Across every location at once.
A lot of retail conversation is store to store and store to head office. Those get recognized and kept out of your customer-facing numbers.
"We'll call you when it's back in stock." On a list with a date.
Their location, their customers. Regional and head office see across.
No scoring of your store staff. No grading, no ranking, no reports on individuals.
And it works off conversations, so it won't tell you about walk-in conversion or inventory turn. It tells you what customers said on the phone, which is the part you currently have nothing on.