Eight restaurant numbers worth tracking every week (and where they live in Nexara)
At 21:00, the kitchen is still sending tickets while you are trying to explain a weak week from one sales total. Cancellations, complaints, waste and repeat orders need their own numbers before the next branch decision is made.
The eight weekly KPIs are orders by channel, average ticket, cancellation rate, complaint rate, feedback outcomes, waste, promotion uplift and repeat customers. Nexara is a restaurant order and operations platform built in Amman, Jordan. Find them in Channels, Orders, Failed Orders, Complaints, Customer Reviews, Inventory, Promotions and Customers report tabs.
Figures in this post are illustrative examples, not a client's actual results.
Which eight restaurant numbers should you track?
A weekly KPI earns its place when it leads to a decision. Compare the same seven-day period with the previous one, then record who owns the next action. The numbers below are an illustrative example, not a client's actual figures.
| KPI | What to calculate | Where it lives in Nexara | Weekly decision |
|---|---|---|---|
| Orders by channel | Orders from website, phone, QR, Talabat and Careem | Channels and Orders reports | Which channel needs attention? |
| Average ticket | Order value divided by completed orders | Orders and Financial reports | Are customers buying enough per order? |
| Cancellation rate | Cancelled orders divided by received orders | Orders and Failed Orders reports | Where are orders being lost? |
| Complaint rate | Complaint cases divided by delivered orders | Complaints and Customer Reviews reports | Which issue needs an owner? |
| Feedback outcomes | Resolved, open, breached and escalated cases | Feedback Calls and Complaints | Are follow-ups being completed? |
| Waste | Recorded waste by ingredient or branch | Inventory and waste analytics | What should be counted or ordered? |
| Promotion uplift | Orders or sales during a campaign compared with a baseline | Promotions and campaign analytics | Did the offer change behaviour? |
| Repeat customers | Customers with orders in both comparison periods | Customers and Orders reports | Are customers returning? |
Nexara is the order and operations layer beside the till. Its reports use order, customer, feedback, inventory and promotion records. The cashier's close and accurate ingredient records remain part of the restaurant's weekly review.
How do orders by channel and average ticket work together?
Nexara puts call-center, website, app, table QR, Careem and Talabat orders into one live queue per branch. The Channels report separates the sources; the Orders report pairs volume with ticket.
For example, a branch might receive 420 weekly orders: 120 from Talabat, 90 from Careem, 80 from the website, 70 from the call center and 60 from table QR. At an average ticket of 7.5 JOD, the manager can inspect whether a lower-value channel needs a different menu mix or promotion.
The restaurant's own website, installable app and call-center orders carry 0% commission. Talabat and Careem keep their own commission on the orders they bring. Review contribution by channel rather than volume alone.
How should you read cancellations and complaints?
Count cancellations against received orders, then separate the result by channel and branch. Nexara stores cancelled and refunded statuses, order history, search and filters, while the Failed Orders report gives the review a defined place.
Complaint rate uses complaint cases divided by delivered orders. Nexara records open, breached, escalated and resolved cases with routing, SLA minutes, photos and escalation.
- Check cancellations by channel and branch.
- List the three most repeated complaint subjects.
- Assign an owner to every open or breached case.
- Check whether the same menu item appears in several complaints.
- Compare new cases with resolved cases.
For example, 8 cancellations from 200 received orders equal 4%. Use the same formula each week and keep the comparison period unchanged.
What do feedback outcomes tell an owner?
A review score becomes useful when it connects to a follow-up. Nexara creates feedback-call tasks from delivered orders with item summaries, and the Feedback Calls area includes a report and PDF output.
Read new feedback tasks, completed calls, unresolved complaints and escalated cases together. Customer records attach orders to addresses and order history, while the Customers report identifies the branch or item that needs attention.
A repeated complaint can point to a preparation, menu description, packing or delivery handoff change. Record the action and check the same item in the following week.
How do you measure waste and promotion uplift?
Record waste by ingredient, quantity and branch before using it as a KPI. Nexara supports ingredients, recipes, inventory counts, suppliers, purchase orders, stock alerts and waste analytics. Compare the recorded waste with menu items that use the ingredient.
Promotion uplift needs a baseline. Nexara supports percentage, fixed-amount, buy X get Y, free-shipping, minimum-order, happy-hour, bulk-discount and combo campaigns, with campaign analytics. Promotions are available from the Starter plan onward.
| Question | Useful comparison |
|---|---|
| Did the promotion create more orders? | Campaign orders versus the previous comparable period |
| Did it increase basket value? | Campaign average ticket versus baseline average ticket |
| Did it attract new customers? | New customer orders versus repeat customer orders |
| Did the discount cost too much? | Discount value against additional order value |
For example, a campaign that raises orders from 70 to 95 but lowers the average ticket from 8 JOD to 5.5 JOD needs a margin and product-mix review.
How can repeat customers become a weekly number?
Define the comparison before counting. One useful weekly definition is a customer with at least one order in the current seven-day period and at least one order in the previous period. Nexara attaches orders to customer records and keeps addresses and order history.
For example, if 260 customers ordered this week and 78 also ordered in the previous week, the repeat-customer rate is 30%. Check it by channel and branch. A website repeat rate and a call-center repeat rate may need different actions.
Nexara keeps customer records and order history; loyalty points are one of eleven promotion types. Nexara does not include a dedicated loyalty programme.
What should the weekly KPI meeting look like?
- Choose the same seven-day period for every branch.
- Review channel, order, customer, feedback, complaint, inventory and promotion figures.
- Compare the period with the previous period and, where useful, the same period last month.
- Flag changes larger than the agreed threshold.
- Assign one action, one owner and one check date.
- Review that action at the next meeting.
Nexara has report tabs across orders, products, customers, channels, delivery, money and operations. The reports that matter to a restaurant explains how to choose reports. The daily report guide covers the daily check. See Nexara features for the wider order and operations layer.
Bloub can answer questions from the company's own numbers with citations, including channel breakdowns, cancellations, customer mix, sales summaries, top products and open complaints. A manager can then assign the action in the meeting. To review the setup, visit nexaratech.io or send the Nexara founder a WhatsApp message.
What to remember
- Review eight numbers and attach each to a decision.
- Separate channel volume from average ticket and commission.
- Use complaint status and feedback completion alongside review scores.
- Measure waste and promotions against recorded baselines.
- Define repeat customers before counting them.
Questions people ask
What are the most important restaurant KPIs to track weekly?
Track orders by channel, average ticket, cancellations, complaint rate, feedback outcomes, recorded waste, promotion uplift and repeat customers. Each should connect to a weekly decision.
Where can I find restaurant KPIs in Nexara?
Use the Channels, Orders, Failed Orders, Customers, Customer Reviews, Complaints, Inventory and Promotions areas. Each area matches a different operating question.
Can Nexara show average order value?
Yes. Review completed order value and completed orders in the Orders and Financial report areas, then divide the first by the second. Compare the result by period and channel.
Does Nexara track restaurant waste?
Yes. Nexara supports inventory counts, ingredients, recipes and waste analytics. Staff record the waste by ingredient, quantity and branch.
Can Nexara measure promotion performance?
Yes. Promotions include campaign analytics. Compare campaign orders and ticket value with a defined baseline, then review the discount cost.
Does Nexara include a loyalty programme?
No. Nexara keeps customer records and order history. Loyalty points are available in the Promotions area as one promotion type, not as a dedicated loyalty programme.