Insights
Insights, and why a score is sometimes missing
What the numbers mean, when they appear, and what they cannot tell you.
Insights is where the feedback becomes something you can act on: how the business is scoring, how each branch and each person is doing, and what people keep mentioning.
It is empty at first, and that is correct
Nothing shows until feedback arrives. Before your first response the screen says so rather than drawing an empty chart.
Why an average is held back
A score is held back when too few people have answered for an average to be fair to the person or branch it is about.
This is not an error and not a bad score. One unhappy customer out of two is not a 50% satisfaction rate in any meaningful sense, and publishing it as one would mislead you about your own crew. The count is still shown; the average appears once there is enough behind it.
Do not read a held-back figure as bad news. Read it as "not yet".
What the numbers are not
A Google link opened is not a review left. Premo can see somebody tapped through to Google. It cannot see what they did once they got there — Google does not tell us, and any product claiming otherwise is guessing.
A branch with no responses is not a branch doing badly. It is a branch that has not been asked yet. Check the cards there are actually being tapped.
A period boundary can cut a job in half. A job that started last month and finished this one lands wherever its feedback did.
Themes
Recurring subjects are grouped so you can see what comes up repeatedly rather than reading every comment. The label a theme is given is your own vocabulary, so if it says "timekeeping" that is the word to use when you talk to the crew about it.
A theme with two mentions is an anecdote. One with twenty is a process problem.