You’ve been live for just over a week - now’s the time to get a clear view of how you’re performing.

Your Sessions Dashboard shows everything from your platform ratings to marketing promotions - and it’s the best way to spot issues early, before they cost you orders.

🎥 First, here’s a quick walkthrough of what to look for and where to find it:

Once you’ve had a look at your data, the next step is knowing what to do with it.

Here are five key metrics and what they mean inside your kitchen — plus simple ways to improve them straight away.

What is it?: Ratings are a singular view of the customer experience, but any of the metrics below can change how a customer rates you

Why it matters: Ratings drive visibility and brand trust. Early low scores are hard to recover from.

Kitchen Tips:

✅ Diligence on menu builds — use our sheets and always have someone own the pass.

✅ If reviews mention cold food or poor presentation → review your hot-hold rotation, packing time.

✅ 1 bad review early on weighs more than usual — aim for consistency now, not perfection. Focus on getting the menu right for the first 2 weeks above all else.

What is it?: Open rate is the % of time you are open within the hours you have set

Why it matters: A low open rate hurts your reliability score and suppresses you in the apps.

Kitchen Tips:

✅ Check that your prep is ready at least 30 minutes before service opens. Late openings = missed orders.

✅ Check platform menus every morning to confirm open as intended, you never know if there might be an issue

✅ If you’re short-staffed or overwhelmed, update your hours in Serve — don’t just switch off tablets. The earlier you can anticipate changes in hours the better.

What is it?: Missing items can be missing a whole item, or even reports of cold/inaccurately cooked food

Why it matters: One of the fastest ways to get a 1★ review — and the fastest way to lose a customer.

Kitchen Tips:

✅ Highlight/mark off all modifiers or extras on tickets. Use a pen or highlighter to confirm they’re packed - the most simple and free way to ensure all the customers items are there.

✅ Keep sauces and drinks together near the packing area. Out of sight = out of the bag.

✅ Assign one person (ideally the packer) to tick off the order on paper — not just mentally. Be confident your team misses nothing, give the customer confidence in your diligence.

What is it?: Rider wait time is the % of riders who wait longer than 5 minutes when they arrive at your restaurant

Why it matters: This directly affects how long it takes for a customer to receive their food — and rider satisfaction (which impacts future priority).

Kitchen Tips:

✅ Don’t bag food until the rider is nearly there (you can check this on your Serve tablet). Use hot-hold and bag at the last minute, or a hot-holding cabinet/thermal bag for bagged-up orders.

✅ If wait times are creeping up → overview service flow, check staff knowledge, and ensure multiple tickets are being made at once, not one by one.

✅ Use the Serve dashboard to monitor peak traffic and prep ahead for that window.

Why it matters: Too many rejections signals unreliability to platforms — and means customers cannot order

Kitchen Tips:

✅ Never give a customer food they haven’t ordered, unless you have called them. This can easily lead to 1★ if you haven’t let them know.

✅ Set up a daily pre-service inventory check, 30 mins before opening, and adjust as needed on the Serve tablet.

✅ Ensure stable internet connection - if your connection is dropping out, it can lead to a customers order being rejected, meaning a potential lost customer.

Ensure you set aside 5 minutes at the beginning of each day to check your metrics + customer feedback, and always share with your team. Understanding what your customers are experiencing and acting upon them is critical for the long-term success of your brands, so make this a daily habit!

Our Dashboard is there to help you spot patterns early, not catch you out.

You’ve got the tools. Now own your growth. 💪🏼
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​Go to: Week 3: Review, Support & Staying on Track 🔄

To explore more of our training content, click the 'Our Brands' button below to view content tailored for your brands. Remember to share these with your kitchen team so each team member delivers the same standards and consistency, every time! 🎯