Overview
Locations serve as the foundational site architecture within the Loop Experience Platform by Benbria. By establishing a clear hierarchy through Location Types, physical Locations, and Location Groups, platform administrators can accurately map organizational structures. This architecture underpins how feedback surveys, messaging channels, and operational tickets are routed to frontline teams, as well as how aggregated analytics are filtered across reporting dashboards.
Target Audience & Access Prerequisites
Primary Audience: Owners and Account Administrators.
Prerequisites & Access Permissions:
Account Admins: Full system permissions to configure Location Types, manage physical Locations, build Location Groups, and assign user access controls in Admin / Settings.
Location Managers: Access to view dashboards, response feeds, and tickets corresponding strictly to their assigned Locations or Location Groups.
Core Architecture & Structural Components
1. Location Types
Location Types define the structural categories or organizational tiers that classify your physical sites (e.g., Region, Property, Building, Department, or Terminal).
Standardizes naming and hierarchical categorization across multi-site operations.
Establishes logical levels for rolling up operational data and configuring regional administration.
2. Locations
Locations represent individual physical sites or specific operational areas where customer or employee experience touchpoints are deployed (e.g., Hotel Site A, North Facility, Main Dining Hall, or Gate 12).
Serves as the primary anchor for physical feedback kiosks, dynamic QR codes, and digital messaging touchpoints.
Links users and frontline staff directly to local operational feeds and ticketing queues.
3. Location Groups
Location Groups aggregate multiple individual Locations into custom clusters based on shared attributes, geography, operational programs, or business units (e.g., East Coast Facilities, Airport Hubs, or Q4 Pilot Sites).
Simplifies bulk administrative tasks, such as assigning permissions or deploying survey projects across multiple sites simultaneously.
Enables comparative reporting across defined cohorts without modifying the primary location hierarchy.
Platform Operational Implications
Routing
Locations form the primary baseline for automated routing workflows within the platform:
Ticket Escalation: When negative feedback or low score thresholds are submitted at a given site, automated Survey Actions route tickets directly to the responsible local managers or site supervisors.
Real-Time Inbox & Response Feeds: Direct two-way messaging (SMS, WhatsApp, Web Chat) and real-time survey response feeds stream directly to staff filtered by their assigned site permissions, ensuring timely issue recovery.
Reporting & Insights
Location structures dictate how experience data is analyzed and visualized:
Multi-Dimensional Filtering: Slices aggregated CX/EX metrics (NPS, CSAT, CES, 5-Star) in Dashboard Projects and Survey Insights by specific Location, Location Type, or Location Group.
Drill-Down Analytics: Allows regional directors and executive leadership to view macro-level performance across a Location Group and drill down into individual site data to identify operational root causes.
Scheduled Email Digests: Automates scheduled dashboard report distribution to location leads based on site-level assignments.
💡 TIP: Standardize your Location Types before creating individual sites to ensure consistent hierarchy across all regional deployment phases.
⚠️ NOTE: Assigning a user to a top-level Location Group automatically grants view rights to all underlying nested Locations within that group.
Frequently Asked Questions (FAQs)
Q: Can a single Location belong to multiple Location Groups simultaneously?
A: Yes. Individual Locations can be added to multiple Location Groups (e.g., grouped both geographically under Northeast Sites and operationally under 24/7 Operations) to support flexible dashboard reporting and access governance.
Q: What happens to historical reporting if a Location is deactivated or re-categorized?
A: Deactivating or updating a Location retains historical survey response data and ticket logs, ensuring reporting continuity across past date ranges in Dashboard Projects.
Q: How do Location permissions restrict what frontline staff can view in the Unified Inbox?
A: Platform administrators assign specific Location permissions to user profiles in Admin / Settings, restricting frontline staff and location managers to viewing incoming messages, responses, and tickets for their designated sites only.