Restaurants - Guest Experience
Restaurant Guest Experience Management
Know how every location is doing today, not at month-end. omniXM captures what guests tell you, flags the location that is slipping, routes the fix, and proves the impact in revenue, across dine-in, delivery, and off-premise.
Restaurants - Guest Experience
Restaurant Guest Experience Management
Know how every location is doing today, not at month-end. omniXM captures what guests tell you, flags the location that is slipping, routes the fix, and proves the impact in revenue, across dine-in, delivery, and off-premise.
Trusted by multi-unit operators
Operators running 5 to 500 locations use omniXM to stay ahead of their restaurant guest experience.
You usually find out too late
A location slips and you hear about it from a one-star review, not from your team. The signal exists, it is just scattered, and by the time it reaches you the guest is already gone.
Delivery stays invisible
Off-premise guests never talk to your team. Their experience lives inside apps you cannot see.
Averages hide the problem
One slipping location disappears inside a comfortable brand-level number.
Signal is scattered
Reviews, receipts, apps, and a dozen inboxes. No single place that says which location needs you this week.
Collecting more is
not the problem.
Most tools are built to collect. You get more dashboards and the same blind spots. Real guest experience management is knowing what to do, at which location, today, and making sure it gets done.
- Data is not the constraint. Action is.
- The right fix has to reach the right manager, the same day.
- See how the pieces fit together onthe platform.
How omniXM works, in four moves
omniXM runs your guest experience in four connected layers, from capturing the signal to proving the result.
Every signal, one Place
Dine-in, delivery, off-premise, and public reviews land together automatically, so nothing slips through. Powered by omniFlow and omniSocial.
The exact location and shift
omniXM pinpoints which location, which shift, and which issue, and flags it in hours, not at month-end. Powered by omniWatch, omniSense, and omniInsights.
A plan, not a report
Each location gets a clear Monday action plan routed to the right manager, and unhappy guests get recovered before they post. Powered by omniGuide and omniResolve
The number moved
Impact tied to revenue, retention, and CSAT, in the language leadership cares about. Powered by omniValue and omniStrategist.
Dine-in, delivery, and off-premise, read together
You can read the dining room. You cannot read DoorDash, until now. omniXM brings on-premise and off-premise into one view.
- A delivery problem at one location is as visible as a dine-in one.
- Off-premise guests stop being a blind spot.
- More on reading off-premise and delivery experience
On-premise signal, from the table to the counter.
DoorDash, Uber Eats, and your own channels, read in the same view.
Pickup, catering, and drive-thru, no longer a blind spot.
Operators see the number move
Across our operator base, CSAT moved from 4.30 to 4.66. Not from collecting more, from acting faster on the right locations.
- Faster detection at the location level.
- Action that actually reaches the floor.
- See the case study
Built for multi-unit
operators
Whether you run 5 locations or 500, corporate or franchise, omniXM runs your restaurant guest experience for the people who carry the P&L.
Downtown
Steady, 6 weeks
Riverside
Up from 4.4
Airport Rd
Action plan live
Mall Court
Watch list
Lakeview
Steady, 4 weeks
Go deeper
The full restaurant cluster, depending on where you are in the decision.
Restaurant Feedback Software
What it is, where most tools fall short, and what to look for.
Read the guideBest Restaurant Feedback Software
The honest 2025 shortlist for multi-unit operators.
See the rankingomniXM vs Birdeye
Reputation-first vs action-first, compared honestly.
See the comparisonRestaurant guest
experience,
answered
Restaurant guest experience, answered
It is how multi-unit restaurants capture what guests experience, identify which locations are slipping, act on it quickly, and prove the impact on revenue. It covers dine-in, delivery, and off-premise, turning scattered signal into same-day action at the location level.
For most multi-unit restaurants a CSAT above 80 percent, or roughly 4.5 on a 5-point scale, is strong, but the trend matters more than the number. A steady average hiding one slipping location is more dangerous than a slightly lower, stable one. More in what is a good CSAT score for a restaurant.
Bring every signal into one place, compare locations on the same terms, and watch trends by location and shift, so you spot the outlier early instead of averaging it away.
Review management handles what guests post publicly. Guest experience management covers the whole picture, including guests who never post, and acts before a bad experience becomes a public review.
Find the location and shift where it is slipping, route a clear action to the manager responsible, and recover unhappy guests quickly. Improvement comes from fast, targeted action, not from collecting more data.
See it on your own
locations
See it on your own locations
A 30-minute demo, set up around your locations and your numbers.
Book my demo