Breadcrumbs

Reporting & KPIs (Backoffice)

Where to find the reports

DSR — What each KPI means & how to read it

Sales (core definitions)

  • Taxes are not included in sales amounts (gross or net).

  • Gross vs Net:

    • Gross sales = Net sales + comps + promotions.

    • Net sales = all sales − returns − comps − promotions − voids.

  • Breakdowns you’ll see: by department/sub-department (menu catalog), by daypart/shift (site-defined), by revenue center, and by order type.

  • Order type definitions (appearing in DSR):

    • Seated Orders: table/tab opened >10 minutes.

    • TA: takeaway orders.

    • OTC: “Eat In” via OTC profile, or seated orders opened & closed in <10 min.

    • Delivery: TD profile or external sources (DoorDash, UberEats, etc.).

  • PPA (Per-Person Average): Includes only seated orders >10 minutes, divided by guest count; excludes OTC and any order opened/closed in <10 minutes.

  • Sales + Fees math you’ll see in the report UI: “Sales + fees = Net sales + fees.”

Exceptions & comps

  • Comps are split into Operational (service recovery), Marketing (friends & family, comps), and Organizational (employee meals/manager). These appear under the Exceptions section as well.

Payments & cash

  • Payments section summarizes payment counts and total refunds by tender.

  • Cash Summary shows total cash transactions and any Pay In/Pay Out reasons configured.

  • Cash on Hand should match Cash Summary; for sites paying tips:
    cash on hand − subtotal (tips & service charge) = total cash balance.

Labor

  • Labor Cost is broken down by role/job function and calculated as a percentage for any job function with sales allocation.

Fees & Taxes

  • Fees appear as configured and are treated as non-revenue items (fixed % or $).

  • Taxes / Tax Summary / Tax Exemptions: DSR shows collected taxes, a summary, and all tax-exempted orders (with date, order #, and exempted amount; double-click to view order details).

Learn more by reading this help article: Daily Summary Report (DSR)

Gift Cards — KPIs & where to read them

Fast daily view (inside DSR)

  • In Back Office > Reports > Daily Summary, scroll to Payments → Prepay to see Gift Card transactions for the selected time period; the gift card series name appears beneath Prepay.

  • How to read the numbers: DSR shows totals (not each load/redeem). “Payment Amount” is loads + redemptions; loads are negative (money onto cards), so if loads > redemptions the number is negative; if redemptions > loads, it’s positive.

  • Digital gift card purchases are not included in this DSR section.

  • Need the individual transactions? Go to Loyalty > Customers > Transaction Center, set date range/site/series, then Apply.

Deeper analysis (Loyalty reports)

  • Gift Card Summary: Track loads vs redemptions over time and understand liability; filter by date/time, card number, and series. Access via Loyalty > Reports > Gift Card Summary; default window 30 days, adjustable up to 1 year.

    • FAQ insight: If Total Balance is negative, redemptions exceeded loads for that window; export to Excel via the .xlsx button.

Learn more by reading this help article: Gift Card Transactions Summary in the Daily Summary Report

Loyalty KPIs you should track (and where to pull them)

These KPIs are typically created from a combination of Loyalty reports and DSR context. Use the report pointers below; exact dashboards may vary by your program setup.

  • Enrollment growth & Active members – Pull from Loyalty BI and customer exports; use date ranges to compare periods.

  • Earn % (orders with points earned) – Correlate Payments/Order Types in DSR with Benefits Redemptions/Redemption Details to estimate program penetration by channel.

  • Redemption rate & Time-to-first-reward – Use Benefits Redemptions + Redemption Details for totals and member-level timelines.

  • Repeat-visit uplift – Compare returning guest counts from Loyalty BI against DSR order type/daypart patterns to spot lift by channel.

  • Breakage (unredeemed value) – Use Gift Cards Balance and Gift Card Summary to monitor outstanding balances vs usage.

  • Promo/Offer lift – Compare DSR Promotions column to baseline sales to quantify uplift from promotions/segments actualized.

Learn more by reading these help articles:

Configuring Loyalty Permissions

Daily Summary Report (DSR)

Gift Card Reports: An Overview

Suggested weekly/monthly KPI routine

Daily (MOD):

  1. Open DSR → review Sales vs Net, PPA, Exceptions, Payments, Cash/Tips, Fees/Taxes.

  2. Check Prepay (Gift Cards) for anomalies; negative Payment Amount may indicate heavy loads that day.

Weekly (Manager):

  1. Gift Card Summary (loads vs redemptions by series) and Gift Cards Balance; export to Excel if needed.

  2. Benefits Redemptions/Redemption Details – validate redemptions and track trends.

Monthly (GM/HQ):

  1. Loyalty BI – member growth, activity, repeat visit behavior; tie back to DSR order types/dayparts.

  2. Promo lift – compare Promotions column to prior periods/baselines.

Permissions you may need

Access to specific Loyalty reports is controlled by permissions; ensure the appropriate roles can see Gift Card Summary/Balance, Benefits Redemptions, Redemption Details, Manual Actions, Digital Gift Cards, and Loyalty BI.

Learn more by reading this help article: Configuring Loyalty Permissions

FAQs

Q: Why is Gift Card “Payment Amount” negative in DSR?
A: DSR’s Prepay shows loads (negative) + redemptions (positive). When loads > redemptions for the period, the net is negative.

Q: My Gift Card Summary shows a negative total balance — is that bad?
A: It simply means more gift card value was redeemed than loaded in the selected range (and vice-versa for positive).

Q: How do I drill into individual gift card transactions?
A: Use Loyalty > Customers > Transaction Center, filter by date/site/series, then Apply.

Q: Do digital gift card purchases appear in the DSR Prepay section?
A: No — they’re not included in that DSR view. Use Loyalty reports for digital GC analytics.