National retail brand
Decision Insight Report
01 — Executive summary
Customer experience is built on decisions.
Across three South Florida locations, Vero examined external data to understand the decisions shaping customer experience. Google ratings sit within 0.3 of each other. The decision signals tell a different story.
The central finding
The same customer rating can hide very different levels of decision-making.
Boca Raton
Predictable quality
Decision Accuracy
81
Strong
External diagnostic signal · Not employee performance
Davie
Hit or miss
Decision Accuracy
68
Development
External diagnostic signal · Not employee performance
West Palm Beach
High friction
Decision Accuracy
52
Low (Baseline)
External diagnostic signal · Not employee performance
External diagnostic signals for discussion and validation against internal operating data; not individual employee performance ratings.
The rating gap across the three stores is 0.3. The decision-accuracy gap is 29 points.
The opportunity: make judgment visible so employers can hire, develop and empower consistently.