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You can assess the quality of customer service with the help of OLAP Sales Reports using the Production group of parameters.

All time indicators are average values, which means that if there is no grouping, the report shows an average delay or time for the entire reporting period. When the data is grouped by stations (shops) or menu items, we get average values. When the data is grouped by orders or order items, we get the precise value for the particular order.

The diagram shows how customer service indicators are estimated: waiting time, serving time, delays, etc.

  1. Waiting time to be served shows the time a guest spent waiting for an order. It is the time from printing menu items to serving them to a customer.
  2. Kitchen work hours allows you to assess how much time the kitchen spends cooking dishes, and in case of any service issues, it helps to understand, if there are any faults on the kitchen side. It is the time from printing an item to the end of cooking.
  3. Cooking start delay shows how fast the kitchen starts to cook new orders. It is the time from printing an item to the start of cooking.
  4. Cooking time shows how fast chefs prepare dishes. It is the time an item is cooked from start to finish.
  5. Serving time allows you to assess the rate of service. It may take long for a waiter to take dishes as well as serve them. It is the interval from the end of cooking to the moment of serving it to a customer.
  6. Cooking delay shows how much the kitchen falls behind default cooking time. The default time can be configured in the item preparation chart. It is the interval between the end of the default cooking time and the actual end of cooking.
  7. Serving delay shows how much a waiter lags behind the standard serving time. It is the interval between the default serving time and the actual serving time. The default serving time is a sum of the default cooking time (specified in the stock list record or general preparation chart) and serving time (1.5 minutes by default).
    Time for serving shows how much time shall pass after the cooking for the system to highlight items. It can be specified in the Items and modifiers view block on the Kitchen Screen tab of the outlet settings.
  8. Serving No.

All the details from cooking to serving are registered in the Event Log in iikoOffice (Retail sales > Event log > Event types > Working with order items). To assess the quality of customer service, run the report that covers the following events:

  • Printing items to the kitchen.
  • Start and end of cooking (canceling the start and the end of cooking).
  • Item is served (canceling item serving).

Using the video cameras installed in the kitchen and in the wait station area, you can quickly find video clips related to these events. The following events are recorded if certain actions have taken place:

  • The Print to kitchen event if an employee taps Print on the order screen.
  • The Change to the next cooking status event if an employee taps the In progress, Ready or Served buttons on the kitchen terminal. 
  • The Serving (Cancel serving) event if an employee taps on the time next to the item on the order screen.