What is OpsScore™?
OpsScore™ is OpsScaleIQ's proprietary operational health score, calculated on a 0–100 scale for each location. It combines review sentiment, response performance, and operational signals to give you a single number that reflects how well your team is managing customer experience.
OpsScore™ is recalculated every 24 hours (or in near real-time during high-activity periods). It is visible on the Analytics dashboard, the location detail page, and in exported compliance PDFs.
90–100
Excellent
75–89
Good
60–74
Fair
40–59
Needs Attention
0–39
Critical
How OpsScore™ is Calculated
OpsScore™ is a weighted composite of five factors. Each factor is normalized to a 0–100 sub-score, then combined using the weights below:
Average star rating
The weighted average of all review star ratings for the location over the past 90 days.
Response rate
Percentage of reviews that have received a published response within the SLA window.
Response time (SLA)
How quickly reviews are responded to vs. your configured SLA. Faster responses improve this factor.
Review velocity trend
The trend in review volume over the past 30 days vs. the prior 30 days. Rising trends indicate active engagement.
AI triage resolution rate
Percentage of triaged issues that were marked resolved within 30 days of detection.
Locations with fewer than 5 reviews in the past 90 days show an OpsScore™ of N/A to avoid misleading scores based on small sample sizes.
Reading Shift Pattern Heatmaps
The Shift Pattern Heatmap visualizes when negative reviews arrive by day of week and hour of day. Darker cells indicate higher concentrations of low-star reviews during that time window.
How to use it
Look for recurring dark clusters — these indicate operational problems that correlate with specific shifts. For example, a cluster at Friday 8–10 PM may point to a weekend evening team issue.
Average rating overlay
Toggle the overlay to switch between review count heatmap and average rating heatmap. The average rating view reveals which shift windows have the lowest satisfaction.
Industry Benchmarking
OpsScaleIQ aggregates anonymized, industry-level benchmark data to show you how your locations compare to similar businesses in your vertical (QSR, casual dining, retail, etc.).
- Average OpsScore™ for your industry segment
- Median response rate and response time
- Review volume trends vs. industry baseline
- Top issue categories in your vertical (anonymized)
Benchmark data is available to Growth and Enterprise plans. Benchmarks update monthly. All benchmark comparisons use anonymized, aggregated data — no competitor names are revealed.
Exporting Compliance Reports (PDF)
Compliance PDFs can be generated from the Analytics dashboard for any date range. The report includes:
- OpsScore™ trend chart over the selected period
- Full list of reviews with AI triage category and resolution status
- Response rate and average response time
- Shift pattern heatmap (screenshot)
- Escalated issues and resolution notes
- CCPA/GDPR compliance flags during the period
Go to Analytics
In your dashboard, click Analytics in the left sidebar.
Select date range
Use the date picker to select the reporting period (up to 12 months).
Click "Export PDF"
The PDF is generated server-side and downloads automatically. Large reports (500+ reviews) may take up to 30 seconds.