Reading a few angry comments feels bad but tells you little. Counting them tells you a lot. When you know that 21 people mentioned slow delivery and 3 mentioned price, you know where to spend your week.
Here are five complaint types that appear in almost every business's comments. Count each one weekly, even with a simple tally on paper.
1. Slow delivery or slow service
What it sounds like: "Delivery took 2 hours." "Nimeagiza jana bado sijapata."
First fix: Tell people the real time before they order. A promise you keep beats a faster one you break. Then look at what causes the delay: the kitchen, the rider, or the dispatch.
2. Wrong or incomplete orders
What it sounds like: "This is the third time you got my order wrong."
First fix: Read the order back before it leaves. One extra check costs a minute and saves a refund and a public complaint.
3. Prices that changed without warning
What it sounds like: "Why did the price go up again?"
First fix: Post price changes before they happen, with a one-line reason. People forgive a price rise they were warned about.
4. Rude or careless staff
What it sounds like: "Staff were so rude at the counter."
First fix: Do not argue in public. Apologise, ask for details in a private message, and speak to the team. If the same name or branch keeps coming up, you have found the real problem.
5. No reply
What it sounds like: "Nobody replies to inbox." "Mnaonaje, mbona hamjibu?"
First fix: Choose one person and one time of day for replies. Many "no reply" complaints are really "no reply within an hour" complaints, and an hour is achievable.
How to count
At the end of each week, go through the week's comments and put a mark next to the matching complaint. Write the totals in one place and compare them to last week. After a month you will see which problems are shrinking and which are growing.
If you have hundreds of comments a week, SikiaIQ counts them for you and shows the exact comments behind each number, so you can check the count before you act on it.