A CX review meeting agenda for regional teams

What the meeting is for

A CX review meeting agenda should turn review data into decisions for a group of stores. It is not a presentation of charts; it is a short working session where regional and store managers agree what to fix, who owns it and when to check.

What to prepare

• One page per region: stores needing attention, issues rising, stores to watch.
• For each item, the evidence: counts, trend and three reviews.
• Last meeting's actions with their results.
• Sent a day before, so the meeting is for decisions.

The agenda (30 minutes)

1. Actions due (8 min): did the issue move? Close, extend or escalate.
2. New issues (10 min): stores needing attention this period; agree owner and action.
3. Network patterns (5 min): issues rising across several stores; escalate to the theme owner.
4. Watch list (3 min): stores with early signals; no action yet.
5. Wins (4 min): one fix that worked, shared with everyone.

Ground rules

• Every item ends with an owner and a date, or a decision not to act.
• Evidence on screen, not opinions.
• No ranking of store managers.
• Escalations recorded, not debated.

An example

A regional manager runs a 30-minute call with eight store managers each Monday. Last week's action, an extra billing counter at two stores, is reviewed against this week's reviews. One new issue, trial-room waits at a mall store, gets an owner and a two-week check. A pattern across four stores, gift-exchange complaints, goes to the policy owner. The call ends on time.

Weekly or monthly

Weekly suits regions with busy stores and fast-moving issues; monthly suits quieter regions. Many teams run a short weekly call and a fuller monthly review.

Common mistakes

• Presenting charts instead of making decisions.
• No preparation.
• Actions without dates.
• Spending the meeting on disputed numbers.

Common questions

Checklist

• One page per region sent ahead.
• Actions due first.
• Owners and dates for every item.
• Network patterns escalated.
• A win shared.

In short

Prepare one page of evidence, review actions due first, agree owners and dates for new issues, escalate network patterns and share one win, all in thirty minutes.

The one-page pack

Each region's page has four short blocks: actions due, with the issue's before-and-after rate; stores needing attention, each with the issue, the count, the trend and three reviews; patterns across stores; and one win. Anything longer belongs in an appendix that people can open if they want it. The pack should take the regional manager no more than half an hour to prepare once the review data is classified.

Doing this with Falcon

Falcon shows negative share by topic, location and month on one heatmap, flags locations with too few reviews to compare, and lets you compare any period with the one before or the same weeks last year, so a location's problem can be told apart from a network-wide one. Every number opens the reviews behind it, in customers' own words, so a comparison can always be checked.