NO SECTION SUB PROBLEM PROBLEM ID DESCRIPTION Mar-23 Apr-23 May-23 June-23 July-23 1-25-August 23 25-Aug-2023

Waktu tunggu makanan

Waktu pelayanannya lama banget, nunggu makanan bisa
1 WT Waiting Time lama/ keluar makanannya WT 128 22% 119 21% 88 23% 201 29% 236 25% 146 25% 8
sampe 30 menit
lama

Nasi Keras / Lembek / Nasinya masih keras sakit di gigi, nasinya lembek
2 BBQ Nasi NASI 20 3% 15 3% 5 1% 10 1% 13 1% 5 1% 1
Dingin kebanyakan air masaknya huhu, nasinya udh dingin kzl

Ayamnya udh kering bgt dehh kaya ga fresh udh itu kerasss
3 Dry/ Hard BBQ-1 3 1% 8 1% 13 3% 13 2% 32 3% 12 2% 0
pas di gigit

Ayamnya masih merahh doong belom mateng ini mah terus

4 Undercooked/ Busuk BBQ-2 13 2% 15 3% 13 3% 5 1% 11 1% 12 2% 0
bau lagi kaya udh ga fresh

5 Ayam/Bebek Ancur/ Kekecilan BBQ-3 Dengan harga 50k ga worth it sih potongannya kecil banget 4 1% 4 1% 4 1% 6 1% 6 1% 1 0% 0

6 Not Crispy/ Too Hard BBQ-4 Ayamnya udh ga crispy dan cukup keras pas digigit 4 1% 0 0% 2 1% 2 0% 6 1% 0 0% 0

Ko berasa asem ya ayamnya???, makan ayam hongkong

7 Asam/ Pahit/ Amis BBQ-5 berasa ada pahitnya, ayamnya udh dingin terus kaya asem 6 1% 2 0% 4 1% 14 2% 6 1% 5 1% 0
gitu

Level 1 nya udh kaya extreme gilaaaa, level extreme nya gak
8 Sauce Hongkong Spicy Consistency BBQ-6 18 3% 21 4% 13 3% 13 2% 10 1% 8 1% 0
berasa apa2 katanya super pedassss??

9 FOOD SAFETY Foreign Material Ada Benda Asing FS Ada rambut, kaca, ulat, cangkang telur, kerikil, hygiene 17 3% 21 4% 14 4% 20 3% 25 3% 15 3% 0

10 Asin/ Hambar/ Asam SD-1 Siomay nya asem, tidak fresh, asiiiin 4 1% 9 2% 3 1% 7 1% 3 0% 2 0% 0

SIDE DISH Siomay/ Gorengan

11 Keras/ Dingin SD-2 Pangsitnya keras bangett, dingin pula 5 1% 3 1% 4 1% 5 1% 6 1% 2 0% 0

Mie nya kematengan nihhhhh lembek bangettt, Ini mie ko di

12 Tekstur Mie Lembek/ Alot/ Lengket LM-1 19 3% 27 5% 18 5% 24 3% 38 4% 22 4% 0
kunyah ga putus2 yahhh alot banget kaya permen karet
LAMIAN
Bau Kecoa/Bau Tidak Mie nya bau kecoa, mie nya ko baunya aneh ya?
13 Aroma LM-2 0 0% 1 0% 1 0% 1 0% 2 0% 1 0% 0
Sedap

Pelayanannya ga ramah banget sihhh udah itu gak sopan

14 Jutek/ Impolite CS-1 50 9% 58 10% 41 11% 43 6% 76 8% 38 6% 1
lagi
Cashier/ Waiter
Ditanya ada promo apa malah diem aja, pas ada orang lain
15 Tidak Hafal Promo CS-2 6 1% 11 2% 2 1% 1 0% 14 1% 5 1% 0
datang bilang promo dikasih tau kzl

Pesan apa yang datang apa, beli 3 yang datang 2, kuahnya

Online Order/Take
16 Missing Order/ Item ONLINE ketinggalan, ko gak dikasih sambal???, Pesan mie besar 89 15% 77 14% 34 9% 20 3% 16 2% 17 3% 0
Away malah mie kecil huft

Bener2 tumpah nih ocha kena makanannya, bocor!!!! gajelas

17 Packaging Packaging Bocor PACKAGING 25 4% 11 2% 7 2% 6 1% 3 0% 1 0% 0
banget packingnya
CUSTOMER
SERVICE
18 Drinks Drinks Tasteless (Hambar) DRINKS Ochanya berasa air putih hambarrrrrrrr 16 3% 8 1% 5 1% 8 1% 12 1% 5 1% 1

Store nya kotor, ada lalat berkeliaran bikin ga nafsu makan

19 Kurang Bersih/ Ada Lalat AMBIENCE-1 17 3% 26 5% 17 5% 51 7% 63 7% 39 7% 0
deh
Ambience Store
ini AC nya panasss banget dehhh, AC nya kenapa di
20 Suhu Panas AMBIENCE-2 5 1% 7 1% 5 1% 43 6% 41 4% 38 6% 0
matiin??

Alat makannya kotor, masih berminyak dan beberapa ada

21 Cuttleries Tidak Bersih/ Rusak CUTTLERIES 6 1% 16 3% 3 1% 14 2% 17 2% 19 3% 0
yang rusak, tolong diperhatikan dong

Kualitatif Porsinya dikit banget, beda sama di store Lotte, Porsinya ga

22 PORSI-1 71 12% 38 7% 19 5% 117 17% 178 19% 117 20% 5
(Subjektif Customer) sesuai iklan nih...
Porsi
Tidak Sesuai FIS/ Missing Ko gak ada telurnya???, perasaan ada sayurnya deh ko ini
23 PORSI-2 10 2% 10 2% 7 2% 4 1% 6 1% 5 1% 0
Ingredient gak ada??

24 Kuah Dingin SOUP-1 Kuahnya udh dingin ya.. jadi kurang mantep nih 16 3% 13 2% 13 3% 23 3% 22 2% 19 3% 1
TOPPER
Soup
Rasa Tidak Sesuai
25 (Garlic Miso, Collagen, Tori, SOUP-2 Rasanya aneh ya beda sama store2 lainnya 11 2% 12 2% 7 2% 23 3% 29 3% 15 3% 1
Curry, Cheese)

Plating nya engga banget dehh, ayamnya hancur huhu

26 Ayam Chasu/ Beef Hancur TOP-1 sedikit lagi
7 1% 2 0% 0 0% 0 0% 0 0% 1 0% 0
Topping
Topping Busuk + Ayam Ayamnya ko bau sih? rasanya juga aneh, asemmm basi sih
27 TOP-2 ini mah apa gara2 promo?
1 0% 5 1% 12 3% 2 0% 16 2% 12 2% 0
Jamur Asam

28 OUT OF STOCK Menu Kosong Menu Kosong OUT OF STOCK Banyak menu yang gak ada huft 16 3% 24 4% 21 6% 22 3% 57 6% 33 6% 2

587 100% 563 100% 375 100% 698 100% 944 100% 595 100% 20

Masalah spesifik sesuai dengan kategori yang telah

CATEGORIZE ditentukan
587 65% 563 81% 375 78% 698 43% 944 46% 595 42% 20

Masalah tidak spesifik atau variabel terlalu luas dengan

OTHERS frekuensi yang rendah
318 35% 135 19% 106 22% 939 57% 1,114 54% 815 58% 24

905 698 481 1,637 2,058 1,410 44

# COMPLAINTS # COMPLAINTS Date : 25-Aug-2023
MONTHLY REPORT MONTH TO DATE
02 03 4 5 6 7 08 25
OUTLET NAME DRM AM Mar - July 2023 March 2023 April 2023 May 2023 June 2023 July 2023 OUTLET NAME DRM AM 1-25-August 23 25-Aug-2023
Qty Rank Qty % Qty % Qty % Qty % Qty % Qty Rank Qty Rank
GL-PANDANARAN SEMARANG RIYO RIO 70 1 43 7% 3 1% 1 0% 8 1% 15 2% GL-CINERE DEPOK RIYO ARI FAZRIAN 21 1 1 3
GL-SUDIRMAN PEKANBARU MUNDZIR SYAHPUTRA 68 2 0% 24 4% 26 7% 5 1% 13 1% GL-PONDOK BAMBU JAKARTA RIYO NANDO 18 2
GL-TANG CITY MALL RIYO ZULVA 64 4 10 2% 17 3% 11 3% 12 2% 14 1% GL-HASAN BASRI SAMARINDA MUNDZIR HERRY 17 3
GL-JATIWARINGIN BEKASI RIYO ARGA 55 11 7 1% 25 4% 11 3% 6 1% 6 1% GL-BINTARO SEKTOR 5 RIYO ARI FAZRIAN 17 3
GL-KOTA KASABLANKA RIYO MAY 65 3 15 3% 14 2% 12 3% 7 1% 17 2% GL-JAMTOS MUNDZIR RATNA 16 5
GL-CIDENG JAKARTA RIYO SYAOKI 57 9 12 2% 17 3% 10 3% 8 1% 10 1% GL-BLOK M JAKARTA RIYO SYAOKI 16 5 1 3
GL-BLOK M JAKARTA RIYO SYAOKI 59 6 11 2% 8 1% 6 2% 22 3% 12 1% GL-SOLO PARAGON MALL RIYO RIO 15 7
GL-PAMULANG TANGERANG SELATAN RIYO ARI FAZRIAN 56 10 28 5% 3 1% 3 1% 9 1% 13 1% GL-TANG CITY MALL RIYO ZULVA 15 7
GL-CIBINONG CITY MALL RIYO ARI FAZRIAN 63 5 11 2% 9 2% 15 4% 8 1% 20 2% GL-MALL BALI GALERIA MUNDZIR NOFRI 14 9
GL-MALL OLYMPIC GARDEN MUNDZIR ANDHIK 59 6 4 1% 9 2% 14 4% 13 2% 19 2% GL-KOTA KASABLANKA RIYO MAY 14 9
GL-MALL ARTHA GADING RIYO YOSEF 51 15 13 2% 5 1% 14 4% 8 1% 11 1% GL-ROYAL PLAZA SURABAYA MUNDZIR RESTU 13 11
GL-SOLO PARAGON MALL RIYO RIO 55 11 10 2% 11 2% 4 1% 14 2% 16 2% GL-CIPONDOH TANGERANG RIYO ZULVA 13 11
GL-MALL SKA PEKANBARU MUNDZIR SYAHPUTRA 59 6 6 1% 10 2% 11 3% 11 2% 21 2% GL-PANDANARAN SEMARANG RIYO RIO 13 11 1 3
GL-RADEN INTEN DUREN SAWIT RIYO NANDO 40 28 9 2% 20 4% 3 1% 5 1% 3 0% GL-TRANS ICON SURABAYA MUNDZIR ANDHIK 13 11
GL-GAJAH MADA PLAZA RIYO MERRY 54 13 10 2% 15 3% 2 1% 10 1% 17 2% GL-MALL CIPUTRA JAKARTA RIYO MERRY 12 15
GL-SUMMARECON MALL SERPONG RIYO ZULVA 52 14 16 3% 3 1% 9 2% 9 1% 15 2% GL-SUN PLAZA MUNDZIR SYAHPUTRA 12 15 2 1
GL-JABABEKA CIKARANG RIYO YOSEF 39 30 12 2% 12 2% 2 1% 8 1% 5 1% GL-CIBINONG CITY MALL RIYO ARI FAZRIAN 11 17 1 3
GL-THE PARK SOLO RIYO RIO 40 28 26 4% 0% 1 0% 6 1% 7 1% GL-JABABEKA CIKARANG RIYO YOSEF 11 17 2 1
GL-PETTARANI MAKASSAR MUNDZIR MUNDZIR 48 18 2 0% 3 1% 4 1% 24 3% 15 2% GL-KOTWIS CIBUBUR RIYO ARGA 9 19
GL-PENTACITY MALL BALIKPAPAN MUNDZIR HERRY 42 23 8 1% 15 3% 3 1% 6 1% 10 1% GL-MALL OLYMPIC GARDEN MUNDZIR ANDHIK 9 19
GL-GREENVILLE JAKARTA RIYO MERRY 43 22 8 1% 7 1% 3 1% 14 2% 11 1% GL-SHELL SHOLEH ISKANDAR RIYO ARI FAZRIAN 9 19
GL-KARTINI CIREBON RIYO RIYO 45 20 14 2% 4 1% 1 0% 10 1% 16 2% GL-ONE BATAM MALL MUNDZIR SYAHPUTRA 9 19 1 3
GL-LOTTE SHOPPING AVENUE RIYO MAY 51 15 4 1% 5 1% 5 1% 15 2% 22 2% GL-RADEN INTEN DUREN SAWIT RIYO NANDO 9 19 1 3
GL-AEON MALL SENTUL RIYO ARI FAZRIAN 44 21 4 1% 4 1% 6 2% 15 2% 15 2% GL-PENTACITY MALL BALIKPAPAN MUNDZIR HERRY 8 24
GL-HASAN BASRI SAMARINDA MUNDZIR HERRY 34 36 10 2% 5 1% 3 1% 10 1% 6 1% GL-SUDIRMAN PEKANBARU MUNDZIR SYAHPUTRA 8 24
GL-CIPONDOH TANGERANG RIYO ZULVA 41 25 0% 4 1% 5 1% 19 3% 13 1% GL-CITRA GARDEN CITY RIYO ARGA 8 24
GL-BINTARO SEKTOR 5 RIYO ARI FAZRIAN 33 40 8 1% 9 2% 4 1% 6 1% 6 1% GL-PLAZA FESTIVAL MALL KUNINGAN RIYO SYAOKI 8 24
GL-MALL BOEMI KEDATON MUNDZIR RATNA 35 35 9 2% 7 1% 5 1% 6 1% 8 1% GL-AKSES UI RIYO MERRY 8 24
GL-AKSES UI RIYO MERRY 38 31 0% 0% 0% 26 4% 12 1% GL-AEON MALL SENTUL RIYO ARI FAZRIAN 8 24
GL-PURI INDAH MALL RIYO ZULVA 32 42 4 1% 10 2% 5 1% 6 1% 7 1% GL-PAHLAWAN SERIBU BSD RIYO ZULVA 8 24 1 3
GL-Q MALL BANJARBARU MUNDZIR HERRY 36 33 5 1% 3 1% 4 1% 13 2% 11 1% GL-MALL BOEMI KEDATON MUNDZIR RATNA 8 24 1 3
GL-JAMTOS MUNDZIR RATNA 51 15 2 0% 5 1% 5 1% 13 2% 26 3% GL-PAKUWON MALL SURABAYA MUNDZIR RESTU 8 24 1 3
GL-SHELL SHOLEH ISKANDAR RIYO ARI FAZRIAN 33 40 7 1% 1 0% 2 1% 14 2% 9 1% GL-HARTONO MALL JOGJA RIYO RIO 8 24 1 3
GL-BATAM CITY SQUARE MUNDZIR SYAHPUTRA 28 57 5 1% 11 2% 5 1% 3 0% 4 0% GL-PASKAL 23 BANDUNG RIYO SYAOKI 7 34
GL-TEBET JAKARTA RIYO SYAOKI 47 19 7 1% 8 1% 3 1% 5 1% 24 3% GL-PALEMBANG SQUARE MUNDZIR RATNA 7 34
GL-CILANDAK TOWN SQUARE RIYO SYAOKI 32 42 10 2% 6 1% 2 1% 5 1% 9 1% GL-MALL SKA PEKANBARU MUNDZIR SYAHPUTRA 7 34
GL-TRANS ICON SURABAYA MUNDZIR ANDHIK 34 36 11 2% 6 1% 3 1% 3 0% 11 1% GL-LOMBOK EPICENTRUM MALL MUNDZIR NOFRI 7 34
GL-KARANG TENGAH RIYO NANDO 32 42 0% 0% 0% 23 3% 9 1% GL-KARTINI CIREBON RIYO RIYO 6 38
GL-BUAH BATU BANDUNG RIYO SYAOKI 32 42 5 1% 8 1% 1 0% 8 1% 10 1% GL-PLAZA ATRIUM RIYO MERRY 6 38
GL-PONDOK BAMBU JAKARTA RIYO NANDO 41 25 5 1% 8 1% 2 1% 6 1% 20 2% GL-KARANG TENGAH RIYO NANDO 6 38
GL-SUPER MAL KARAWACI RIYO ZULVA 41 25 6 1% 7 1% 2 1% 6 1% 20 2% GL-PAMULANG TANGERANG SELATAN RIYO ARI FAZRIAN 6 38
GL-HARTONO MALL JOGJA RIYO RIO 37 32 4 1% 6 1% 4 1% 7 1% 16 2% GL-ANTASARI LAMPUNG MUNDZIR RATNA 6 38
GL-TRANSPARK MALL BINTARO RIYO ARI FAZRIAN 25 61 6 1% 5 1% 3 1% 7 1% 4 0% GL-VETERAN BANJARMASIN MUNDZIR HERRY 6 38
GL-GAIA BUMI RAYA CITY MUNDZIR ARMY 34 36 3 1% 7 1% 4 1% 7 1% 13 1% GL-GALAXY MALL SURABAYA MUNDZIR RESTU 6 38
GL-LIVING WORLD ALAM SUTERA RIYO ZULVA 23 64 9 2% 3 1% 4 1% 5 1% 2 0% GL-GAJAH MADA PONTIANAK MUNDZIR ARMY 6 38 1 3
GL-ROYAL PLAZA SURABAYA MUNDZIR RESTU 32 42 6 1% 2 0% 5 1% 8 1% 11 1% GL-MALL ARTHA GADING RIYO YOSEF 6 38 1 3
GL-SUMMARECON MALL BEKASI RIYO NANDO 24 63 3 1% 8 1% 6 2% 3 0% 4 0% GL-LOTTE SHOPPING AVENUE RIYO MAY 5 47
GL-CITY WALK SUDIRMAN RIYO MAY 32 42 7 1% 8 1% 1 0% 4 1% 12 1% GL-SUMMARECON MALL SERPONG RIYO ZULVA 5 47
GL-MALL CIPUTRA JAKARTA RIYO MERRY 42 23 3 1% 7 1% 2 1% 8 1% 22 2% GL-CILANDAK TOWN SQUARE RIYO SYAOKI 5 47
GL-PEJATEN VILLAGE RIYO YOSEF 34 36 6 1% 7 1% 2 1% 5 1% 14 1% GL-CIDENG JAKARTA RIYO SYAOKI 5 47
GL-MALL BALI GALERIA MUNDZIR NOFRI 29 54 1 0% 1 0% 4 1% 14 2% 9 1% GL-SHELL JATIWARNA RIYO ARGA 5 47
GL-AEON MALL TANJUNG BARAT RIYO SYAOKI 21 70 3 1% 8 1% 5 1% 3 0% 2 0% GL-PEJATEN VILLAGE RIYO YOSEF 5 47
GL-PALEMBANG SQUARE MUNDZIR RATNA 32 42 5 1% 5 1% 0% 9 1% 13 1% GL-GRAND METROPOLITAN BEKASI RIYO NANDO 5 47
GL-TRANS STUDIO MALL BANDUNG RIYO SYAOKI 29 54 5 1% 4 1% 5 1% 5 1% 10 1% GL-TRANS STUDIO MALL BANDUNG RIYO SYAOKI 5 47 1 3
GL-LIPPO PLAZA KRAMAT JATI RIYO ARGA 30 50 6 1% 6 1% 3 1% 4 1% 11 1% GL-REST AREA SOLO 456 RIYO RIO 4 55
GL-VETERAN BANJARMASIN MUNDZIR HERRY 21 70 3 1% 5 1% 4 1% 7 1% 2 0% GL-CITRA RAYA CIFFEST RIYO ZULVA 4 55
GL-LIPPO MALL PURI RIYO ZULVA 22 67 2 0% 3 1% 9 2% 5 1% 3 0% GL-CITY WALK SUDIRMAN RIYO MAY 4 55
GL-PLAZA FESTIVAL MALL KUNINGAN RIYO SYAOKI 23 64 7 1% 4 1% 4 1% 3 0% 5 1% GL-BOTANI SQUARE BOGOR RIYO ARI FAZRIAN 3 58
GL-GRAND METROPOLITAN BEKASI RIYO NANDO 30 50 6 1% 8 1% 1 0% 3 0% 12 1% GL-TRANS STUDIO MALL CIBUBUR RIYO ARGA 3 58
GL-MARGOCITY RIYO MERRY 20 74 5 1% 4 1% 6 2% 3 0% 2 0% GL-PALEMBANG ICON MALL MUNDZIR RATNA 3 58
GL-SUN PLAZA MUNDZIR SYAHPUTRA 36 33 0% 3 1% 3 1% 12 2% 18 2% GL-TEBET JAKARTA RIYO SYAOKI 3 58
GL-ANTASARI LAMPUNG MUNDZIR RATNA 27 59 6 1% 4 1% 4 1% 3 0% 10 1% GL-SUPER MAL KARAWACI RIYO ZULVA 3 58
GL-PAKUWON MALL SURABAYA MUNDZIR RESTU 30 50 8 1% 3 1% 1 0% 4 1% 14 1% GL-MEGA BEKASI HYPERMALL RIYO NANDO 3 58
GL-CITRA GARDEN CITY RIYO ARGA 21 70 6 1% 4 1% 0% 6 1% 5 1% GL-GAJAH MADA PLAZA RIYO MERRY 3 58
GL-AEON MALL BSD 1 RIYO ZULVA 16 78 5 1% 4 1% 3 1% 4 1% 0% GL-THE PARK SOLO RIYO RIO 3 58
GL-MAMPANG JAKARTA RIYO YOSEF 20 74 2 0% 4 1% 4 1% 6 1% 4 0% GL-GRAND KOTA BINTANG BEKASI RIYO NANDO 3 58
GL-PAHLAWAN SERIBU BSD RIYO ZULVA 30 50 2 0% 1 0% 4 1% 9 1% 14 1% GL-MAMPANG JAKARTA RIYO YOSEF 3 58
GL-ONE BATAM MALL MUNDZIR SYAHPUTRA 29 54 4 1% 2 0% 2 1% 8 1% 13 1% GL-AYANI MEGAMALL PONTIANAK MUNDZIR ARMY 3 58
GL-THE PARK SAWANGAN RIYO ARI FAZRIAN 17 77 6 1% 8 1% 1 0% 0% 2 0% GL-LIVING WORLD BALI MUNDZIR NOFRI 3 58
GL-TRANS STUDIO MALL CIBUBUR RIYO ARGA 25 61 7 1% 5 1% 3 1% 0% 10 1% GL-DELIPARK MALL MUNDZIR SYAHPUTRA 3 58
GL-MALL KELAPA GADING RIYO YOSEF 15 81 3 1% 5 1% 2 1% 5 1% 0% GL-POLLUX MALL CHADSTONE RIYO YOSEF 3 58
GL-PLAZA ATRIUM RIYO MERRY 22 67 3 1% 5 1% 3 1% 3 0% 8 1% GL-TRANSPARK JUANDA BEKASI RIYO ARGA 3 58 1 3
GL-METROPOLITAN MALL CILEUNGSI RIYO ARGA 15 81 6 1% 1 0% 1 0% 6 1% 1 0% GL-Q MALL BANJARBARU MUNDZIR HERRY 2 73
GL-AYANI MEGAMALL PONTIANAK MUNDZIR ARMY 18 76 2 0% 5 1% 2 1% 5 1% 4 0% GL-TRANSPARK MALL BINTARO RIYO ARI FAZRIAN 2 73
GL-NIPAH MALL MUNDZIR MUNDZIR 26 60 1 0% 0% 3 1% 10 1% 12 1% GL-PURI INDAH MALL RIYO ZULVA 2 73
GL-TRANSPARK JUANDA BEKASI RIYO ARGA 31 49 6 1% 3 1% 0% 4 1% 18 2% GL-LIVING WORLD ALAM SUTERA RIYO ZULVA 2 73
GL-PALEMBANG ICON MALL MUNDZIR RATNA 22 67 2 0% 1 0% 4 1% 6 1% 9 1% GL-GAIA BUMI RAYA CITY MUNDZIR ARMY 2 73
GL-SHELL JATIWARNA RIYO ARGA 21 70 1 0% 4 1% 2 1% 6 1% 8 1% GL-JATIWARINGIN BEKASI RIYO ARGA 2 73
GL-PASKAL 23 BANDUNG RIYO SYAOKI 28 57 1 0% 0% 1 0% 11 2% 15 2% GL-GREENVILLE JAKARTA RIYO MERRY 2 73 1 3
GL-MALL LIPPO CIKARANG RIYO YOSEF 13 86 6 1% 3 1% 2 1% 1 0% 1 0% GL-MALL LIPPO CIKARANG RIYO YOSEF 1 80
GL-LOMBOK EPICENTRUM MALL MUNDZIR NOFRI 16 78 1 0% 3 1% 1 0% 7 1% 4 0% GL-LIPPO PLAZA KRAMAT JATI RIYO ARGA 1 80
GL-GRAND INDONESIA RIYO SYAOKI 15 81 3 1% 5 1% 1 0% 2 0% 4 0% GL-DP MALL SEMARANG RIYO RIO 1 80
GL-CITRA RAYA CIFFEST RIYO ZULVA 23 64 3 1% 1 0% 1 0% 5 1% 13 1% GL-PETTARANI MAKASSAR MUNDZIR MUNDZIR 1 80
GL-PLAZA AMBARUKMO YOGYAKARTA RIYO RIO 12 88 2 0% 3 1% 2 1% 3 0% 2 0% GL-GRAND CITY MALL SURABAYA MUNDZIR ANDHIK 1 80
GL-DP MALL SEMARANG RIYO RIO 14 84 2 0% 3 1% 3 1% 2 0% 4 0% GL-NIPAH MALL MUNDZIR MUNDZIR 1 80
GL-GAJAH MADA PONTIANAK MUNDZIR ARMY 16 78 4 1% 5 1% 0% 0% 7 1% GL-BUAH BATU BANDUNG RIYO SYAOKI 1 80
GL-SENAYAN CITY RIYO MAY 11 89 1 0% 1 0% 3 1% 4 1% 2 0% GL-LIPPO MALL PURI RIYO ZULVA 1 80
GL-GALAXY MALL SURABAYA MUNDZIR RESTU 13 86 4 1% 1 0% 1 0% 2 0% 5 1% GL-THE PARK SEMARANG RIYO RIO 1 80
GL-MEGA BEKASI HYPERMALL RIYO NANDO 14 84 0% 3 1% 1 0% 4 1% 6 1% GL-AEON MALL BSD 2 RIYO ZULVA 1 80
GL-BOTANI SQUARE BOGOR RIYO ARI FAZRIAN 10 90 2 0% 2 0% 2 1% 2 0% 2 0% GL-SUMMARECON MALL BEKASI RIYO NANDO 1 80
GL-MALL PESONA SQUARE RIYO MERRY 10 90 2 0% 2 0% 3 1% 1 0% 2 0% GL-PLAZA AMBARUKMO YOGYAKARTA RIYO RIO 1 80
GL-DELIPARK MALL MUNDZIR SYAHPUTRA 8 94 1 0% 2 0% 2 1% 3 0% 0% GL-BATAM CITY SQUARE MUNDZIR SYAHPUTRA 1 80
GL-PONDOK INDAH MALL 2 RIYO MAY 8 94 3 1% 4 1% 0% 0% 1 0% GL-CSB CIREBON RIYO RIYO 1 80
GL-TUNJUNGAN PLAZA 3 MUNDZIR ANDHIK 9 93 2 0% 3 1% 1 0% 1 0% 2 0% GL-MALL KELAPA GADING RIYO YOSEF 1 80
GL-PARAGON CITY MALL SEMARANG RIYO RIO 8 94 3 1% 2 0% 1 0% 0% 2 0% GL-AEON MALL BSD 1 RIYO ZULVA 1 80 1 3
GL-AEON MALL JGC RIYO NANDO 7 100 2 0% 4 1% 0% 0% 1 0% GL-GRAND INDONESIA RIYO SYAOKI
GL-EMPORIUM PLUIT MALL RIYO YOSEF 6 104 2 0% 3 1% 0% 1 0% 0% GL-PONDOK INDAH MALL 3 RIYO MAY
GL-GRAND CITY MALL SURABAYA MUNDZIR ANDHIK 7 100 1 0% 2 0% 1 0% 2 0% 1 0% GL-CIPUTRA WORLD SURABAYA MUNDZIR RESTU
GL-GRAND GALAXY PARK RIYO NANDO 8 94 1 0% 0% 2 1% 3 0% 2 0% GL-MARGOCITY RIYO MERRY
GL-PONDOK INDAH MALL 3 RIYO MAY 8 94 3 1% 2 0% 0% 0% 3 0% GL-AEON MALL TANJUNG BARAT RIYO SYAOKI
GL-CIPUTRA WORLD SURABAYA MUNDZIR RESTU 8 94 0% 2 0% 1 0% 2 0% 3 0% GL-MALL PESONA SQUARE RIYO MERRY
GL-REST AREA SOLO 456 RIYO RIO 10 90 0% 0% 1 0% 3 0% 6 1% GL-THE PARK SAWANGAN RIYO ARI FAZRIAN
GL-AEON MALL BSD 2 RIYO ZULVA 7 100 0% 0% 0% 4 1% 3 0% GL-GRAND GALAXY PARK RIYO NANDO
GL-PLAZA SENAYAN RIYO MAY 3 105 1 0% 0% 0% 1 0% 1 0% GL-SENAYAN CITY RIYO MAY
GL-PALEMBANG PAVILION MUNDZIR RATNA 2 107 0% 2 0% 0% 0% 0% GL-PARAGON CITY MALL SEMARANG RIYO RIO
GL-CSB CIREBON RIYO RIYO 3 105 0% 1 0% 1 0% 0% 1 0% GL-TUNJUNGAN PLAZA 3 MUNDZIR ANDHIK
GL-POLLUX MALL CHADSTONE RIYO YOSEF 7 100 0% 0% 0% 2 0% 5 1% GL-PLAZA SENAYAN RIYO MAY
GL-THE PARK SEMARANG RIYO RIO 2 107 0% 0% 2 1% 0% 0% GL-METROPOLITAN MALL CILEUNGSI RIYO ARGA
GL-CINERE DEPOK RIYO ARI FAZRIAN 1 0% 0% 0% 0% 1 0% GL-PONDOK INDAH MALL 2 RIYO MAY
GL-KOTWIS CIBUBUR RIYO ARGA 0 0% 0% 0% 0% 0% GL-AEON MALL JGC RIYO NANDO
GL-RATU INDAH MALL MUNDZIR AGUS S 0 0% 0% 0% 0% 0% GL-EMPORIUM PLUIT MALL RIYO YOSEF
GL-GRAND KOTA BINTANG BEKASI RIYO NANDO 0 0% 0% 0% 0% 0% GL-PALEMBANG PAVILION MUNDZIR RATNA
GL-LIVING WORLD BALI MUNDZIR NOFRI GL-RATU INDAH MALL MUNDZIR AGUS S
3167 587 563 375 698 944 595 20
# PROBLEM ALL
SPOTLIGHT
RAW DATA 25-Aug-23
DATA PERIOD : MAR - YTD 25-Aug-2023

NO SECTION PROBLEM ID DATE OUTLET AM MENU SUKA REKOM RATING COMMENTS SOURCES

1 WT WT 25/08/2023 GL-BLOK M JAKARTA SYAOKI Lamian Kecap Ayam Jamur, 10 10 Penambahan karyawan belakang agar lebih cepat penyajian NPS
Spicy Cheese Soup, Extra Spicy Beef
2 WT WT 25/08/2023 GL-GAJAH MADA PONTIANAK ARMY 10 8 Kecepatan siomay NPS
Lamian, siomay, es jeruk, lemon tea.
3 WT WT 25/08/2023 GL-MALL BOEMI KEDATON RATNA Lamian Pangsit, 10 10 Kecepatan dalam penyajian makanan NPS
4 WT WT 25/08/2023 GL-ONE BATAM MALL SYAHPUTRA Lam king curry chick 6 6 Penyajian agar lebih cepat NPS
Lamian Ayam Panggang, Lamian BBQ
5 WT WT 25/08/2023 GL-PAKUWON MALL SURABAYA RESTU 9 9 Pelayanan yang lebih cepat NPS
Combo, Lamian Kecap Ayam Goreng,
Extra Spicy Beef Lamian, Extra Spicy
6 WT WT 25/08/2023 GL-SUN PLAZA SYAHPUTRA 10 10 Penyajian lebih cepat NPS
Ayam Goreng,
7 WT WT 25/08/2023 GL-TRANS STUDIO MALL BANDUNG SYAOKI Lamian king curry chicken 9 9 Lebih cepat lagi untuk membersihkan mejanya :) NPS
8 WT WT 25/08/2023 GL-TRANSPARK JUANDA BEKASI ARGA Lamian Ayam Panggang, 8 8 Lebih di percepat lagi dalam penyajian NPS
king curry chicken lamian, Spicy Creamy
9 TOPPER SOUP-2 25/08/2023 GL-CINERE DEPOK ARI FAZRIAN Chicken Collagen Lamian, Spicy Cheese 9 10 king tori paitan chicken hambar NPS
Soup,
10 TOPPER PORSI-1 25/08/2023 GL-JABABEKA CIKARANG YOSEF Promo Instagram 8 8 Porsinya lebih banyak NPS
11 TOPPER PORSI-1 25/08/2023 GL-JABABEKA CIKARANG YOSEF Promo Instagram 8 8 Porsinya lebih banyak NPS
Golden chicken soup lamian dan hainan
12 TOPPER PORSI-1 25/08/2023 GL-MALL ARTHA GADING YOSEF 8 8 Porsi di banyakin dikit lg biar kenyang sampe besok NPS
BBQ combo
Lamian Kecap Ayam Jamur, Extra Spicy
13 TOPPER PORSI-1 25/08/2023 GL-PANDANARAN SEMARANG RIO 8 8 Porsinya dibanyakin :p NPS
Chicken Lamian, lemon tea, ocha
Lam ayam panggang, lam ayam goreng,
14 TOPPER SOUP-1 25/08/2023 GL-RADEN INTEN DUREN SAWIT NANDO 7 7 Stok sayuran jangan kosong, kuah harus panas NPS
lam BBQ combo
Spicy Creamy Chicken Collagen
15 TOPPER PORSI-1 25/08/2023 GL-SUN PLAZA SYAHPUTRA 8 8 Kuahnya banyakin NPS
Lamian, Extra Spicy Beef Lamian,
Lamian Kecap Ayam Goreng, Lamian
16 OUT OF STOCK OUT OF STOCK 25/08/2023 GL-PAHLAWAN SERIBU BSD ZULVA 8 8 Ketersediaan stock saat promo NPS
Ayam Panggang, Lamian BBQ Combo,
Saran aja ini mah yah ,Min kalau ga ada perispan buat terbitin voucer, makanan nya ga ready ,
jangan di terbitin voucer nya.inti nya kita jauh jauh untuk memakai voucer itu di Golden lamian
17 OUT OF STOCK OUT OF STOCK 25/08/2023 GL-GREENVILLE JAKARTA MERRY grenvile , katanya stock nya ada yang ga ada , jadi tidak bisa dipakai, maksud saya kalau blm siap INSTAGRAM
untuk stock makanan nya setidak nya jangan di terbitkan voucer seperti itu, kami yang jauh jauh
dateng ternyata stock nya ga ada
18 CUSTOMER SERVICE CS-1 25/08/2023 GL-HARTONO MALL JOGJA RIO Nasi Hainan Ayam Goreng, 8 8 Kasir judes.karna cuma pesan menu promo NPS
Hi! saya ada kritik yang ingin disampaikan.. saya pelanggan di cabang aeon BSD. ocha nya bau
besi dan bau sangat tidak enak, ketika saya tanyakan ke cashier, katanya memang seperti ini.
19 CUSTOMER SERVICE DRINKS 25/08/2023 GL-AEON MALL BSD 1 ZULVA WHATSAPP
Mustahil manusia minum air sebau ini. Saya curiga ini dari alat yg digunakan untuk ocha nya
terlampir foto nya. Mohon bantuannya ya.
Nasi Hainan Ayam Goreng, Extra Spicy
20 BBQ NASI 25/08/2023 GL-CIBINONG CITY MALL ARI FAZRIAN Chicken Lamian, Lamian Kecap Ayam 10 10 Untuk nasi hainannya semoga bisa lebih pulen dan tidak lembek NPS
Jamur

1
CALCULATION COMPLAINT (HARD + SUGGESTION)
# Days Target Experiment
Target 20% 20
# Days 31 31 25 31
MAR APR MAY JUNE JULY ACT AUG (1-25) TARGET AUG EXPERIMENT

NPS Compliance (submission) 921 463 243 2.196 2.741 2.062 2.557 2.557

NPS Compliance (%) 0% -50% -74% 138% 198% 178% 178% 178%

Sales (IDR) Rp32.723.194.963 Rp44.844.534.684 Rp37.000.872.162 Rp39.523.144.747 Rp38.950.625.466 Rp41.152.951.132 Rp41.152.951.132 Rp41.152.951.132

Sales Increase (%) 0% 37,04% 13,07% 20,78% 19,03% 25,76% 25,76% 25,76%

Combined Delta -13% -61% 159% 217% 203% 203% 203%

Baseline (Complaint Should Be) 255 223 101 661 807 624 774 774

Actual 255 211 91 480 699 431 155 431

Delta 0 -12 -10 -181 -108 -193 -619 -343

IG, GREVIEW, ONLINE, WHATSAPP (others)

Sales (IDR) Rp32.723.194.963 Rp44.844.534.684 Rp37.000.872.162 Rp39.523.144.747 Rp38.612.648.174 Rp41.152.951.132 Rp41.152.951.132 Rp41.152.951.132

Sales Increase (%) 0% 37,04% 13,07% 20,78% 19,03% 25,76% 25,76% 25,76%

Baseline (Complaint Should Be) 332 455 375 401 395 337 418 418

Actual 332 352 284 218 245 164 84 164

Delta 0 -103 -91 -183 -150 -173 -334 -254

MAR APR MAY JUNE JULY ACT AUG (1-25) TARGET AUG EXPERIMENT

SUM AKTUAL 587 563 375 698 944 595 238 620

SUM SHOULD BE 587 678 476 1062 1203 961 1191 1191

DELTA 0 -115 -101 -364 -259 -366 -953 -571

DELTA 0,00% -16,92% -21,22% -34,27% -21,50% -38,06% -80,00% -47,95%