How Multi-Location Brands Turn Guest Feedback into Smarter Operations

Your guests are telling you exactly what’s wrong — and what’s working. The question is whether your organization is set up to hear it, act on it, and do it consistently across every location.

In this candid fireside chat, marketing and operations leaders from Figaro’s Pizza/Pizza Schmizza and True Food Kitchen share how they’ve built feedback-driven cultures that connect guest insights directly to frontline decisions. From flagging a systemic oven issue before it becomes a brand problem, to pulling a beloved menu item and knowing immediately why guests were upset — these are real stories about what it actually takes to turn data into action at scale.

You’ll hear how two very different brands — one a franchise pizza chain, one a polished casual dining concept — tackle the same challenge: making guest feedback useful for operators, not just analysts.

What the conversation will cover:

-How to structure review and sentiment data so operators actually use it
-Balancing corporate visibility with franchisee autonomy (and why transparency wins)
-Turning pattern recognition into system-wide fixes — not just one-off responses
-Building cross-functional feedback loops that connect marketing, ops, and culinary teams
-Proving ROI on guest feedback programs in language that resonates with franchisees and leadership