Theme by location matrix
Every theme against every branch on one screen. Cells that are far above the chain norm are highlighted, so a local problem stands out from a system-wide one.
Compare
The average says 4.2. One branch is at 3.4. Now you can see which.
Chain-wide numbers hide the one location, shift, delivery partner or support queue pulling everything down. Kingsclap breaks every theme down by location, product and team, and flags the outliers so you know exactly where to look.
Chain average4.2looks fine
- Koramangala4.6
- HSR Layout4.5
- Whitefield4.4
- Indiranagar3.4 Wait time +44%
- Jayanagar4.3
Location & Team Comparison
What it covers
Outlier alerts
Get notified when one location’s mentions of a theme jump well above its own history or its peers.
Partners and vendors
Compare delivery partners, franchise operators or packaging suppliers on the complaints they cause.
Product and menu
See which SKUs or dishes carry quality, size or taste complaints.
Shifts and queues
Morning versus evening, weekday versus weekend, chat versus email support.
Scoped access
Regional managers see their region. Branch managers see their branch and how it compares to the chain average, without seeing other branches’ raw comments unless you allow it.
Workflow
From a chain view to one branch conversation
- 01
Spot
The matrix or an alert shows one location out of line on a theme.
- 02
Read
Open the comments behind that cell. Usually the cause is obvious within ten comments.
- 03
Share
Send the branch a link with the theme, the comparison and the comments. No screenshots.
- 04
Track
Log the fix and watch that branch’s line return to the norm.
In detail
Fair comparisons
Normalised by volume
A busy flagship will always have more complaints. Comparisons use share of feedback, not raw counts.
Confidence shown
Small locations with few comments are marked, so a single bad week does not trigger a panic.
Like-for-like periods
Compare the same weeks, and account for new openings and closures.
Always traceable
Any highlighted cell opens to the exact comments behind it.
FAQ
Questions teams ask
How do comments get matched to a location?
From listing IDs for reviews, store codes in surveys and tickets, or a column in your import. Unmatched comments are listed so you can map them.
Can we compare franchise and company-owned stores?
Yes. Any attribute you add to locations, such as format, region or ownership, can be used as a comparison group.
Is this useful with only a few locations?
Yes, though outlier detection becomes more useful from around five locations upward. With fewer, the side-by-side view does most of the work.
Can branch managers see their own data only?
Yes. Access can be limited to a location, region or brand.
Insight Engine
Works together with
Next step
Your fix-first list is already sitting in last month’s feedback.
Send us an export of reviews, survey answers or tickets. On the demo we sort it live and show you what we would fix first, with the comments behind every theme.