Restaurant performance audit: rejections, prep time and ratings
A restaurant performance audit looks at how reliably each outlet handles delivery orders: rejections, cancellations, kitchen preparation time (KPT), rider pickup delays and complaints, and how they feed into ratings and repeat business. AETR ranks outlets on reliability and pins down root causes. It suits operators with uneven ratings across locations and takes 5–7 business days.
Is this the right service for you?
Operators running several outlets whose ratings or rejection rates vary from one location to another with no clear explanation. Single-outlet businesses can use it too.
Not the right fit: If a sudden drop has an obvious cause, such as outlet hours set wrongly on the platform, correct that first; this audit is for patterns you cannot explain.
What's included
- Patterns in rejections and cancellations
- Kitchen preparation time (KPT) and rider pickup delays
- Recurring themes in customer complaints
- A reliability ranking of your outlets
What you receive
- A root-cause summary for each outlet that is flagged
- A priority order for operational fixes
Prices, timelines and scope last reviewed 25 September 2026. Prices exclude GST unless stated.
How the audit runs
Scoping call
We agree the scope, the number of outlets and the data needed, and quote the audit on the call.
Data access
You share read access to your Zomato and Swiggy dashboards, plus anything else agreed on the call. We have no need to edit your listings or campaigns.
Reliability review
We trace rejections, cancellations, prep time, rider pickup and complaints outlet by outlet, and link them to ratings and repeat business.
Findings
You receive a root-cause summary for every flagged outlet and a ranked list of operational fixes.
Frequently Asked Questions
Can a single-outlet restaurant get a performance audit?
Yes. The audit is built with multi-outlet operators in mind, since seeing locations side by side makes weak spots easier to find, but a single-outlet business can have it done as well. In that case the review concentrates on that outlet's own rejection, complaint and prep-time patterns, along with any delays in rider pickup.
Why is my Zomato or Swiggy rating falling?
Ratings largely follow what the customer actually receives, so look at packaging, order accuracy and delivery speed before marketing. Rejections, slow kitchen prep and late rider pickups all show up in how customers rate you. The performance audit traces those problems outlet by outlet and links them to the ratings they are costing you.
Our orders dropped suddenly. Is that an operations problem?
Often, yes. A sudden fall usually has an operational cause rather than a demand one. Start with your outlet hours and availability on the platform, then look for any recent shift in rating, rejections, cancellations or delivery delays, and whether a nearby competitor has launched a strong offer. If the cause still is not clear, the audit looks for the pattern.
What do we get at the end of a performance audit?
A root-cause summary for every outlet the audit flags, explaining what is driving its rejections, delays or complaints, and a priority list of operational fixes so your team knows what to tackle first. Your outlets are also ranked on reliability, which shows where attention is needed most urgently across the business.
What access and data do you need from us?
The exact list is settled on the scoping call, since it depends on your outlets and what you already track. On Zomato and Swiggy, being able to view your dashboards is enough; we have no need to edit your listings or campaigns. Any fix the audit points to comes to you as a recommendation for your own team to carry out.
How long does it take and what does it cost?
It takes 5–7 business days. There is no fixed published price: the audit is quoted per engagement based on how many outlets you run, and the figure is confirmed on a scoping call. That means you know the cost and exactly what will be covered before any data changes hands.
Can you guarantee our ratings will go up?
No. The audit shows what is driving rejections, delays and complaints at each outlet and which fixes to prioritise, but ratings improve only when those fixes are carried out consistently in the kitchen and at dispatch. Buying reviews is no shortcut either: it goes against platform policy, and ratings mostly follow the actual order experience.
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2 min readAsk us about the performance audit
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