PlaybookReviews
Reading a rating distribution, not just an average
2 February 2026 · 3 min read
The average hides the shape
A steady stream of 4s and a war of 5s and 2s can average the same. One is consistent; the other is a coin flip customers can feel.
Polarised ratings mean inconsistency
Lots of 5s and lots of 1s usually means a service that swings by shift or by staff. That's a training and staffing problem, not a menu one.
A fat middle means fine, not loved
A pile of 6s and 7s is a business nobody hates and nobody raves about. The growth is in finding the one thing that turns fine into favourite.
Watch the shape move, not just the mean
Improvement shows in the distribution shifting right before the average catches up. Track the shape and you see progress early.
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