In our recent update to the dashboard, some of you missed the barometer. So we've added a trend line for this, as well as 5 dials at the top that illustrate performance against the brand average for barometer, NPS, feedback, reviews and audits. These also change colour depending on how good/bad the score is. Watch this space for more interactive dashboard features to follow.

Tabs in the Hub's inbox now have their own URL. So, for example, if you want to direct someone directly to photos in the media tab, just go to https://hub.hgem.com/inbox/media

Also, TOP TIP: if you want to create a link for any specific visit, just add a query string with the visit ID. For example, https://hub.hgem.com/inbox/media?visitid=6232453 will take you to the media tab for visit #6232453

The Hub dashboard is now only available for users with data from feedback surveys, as the suite of Overview Charts covers most other needs. The content has been updated too - so you now have trend lines for several KPIs from different visit types, a toggle between months and weeks, a comparison with other locations and with the previous period, and further stats when you hover over a data point.

We've made several improvements to the NPS Alignment heat map. This report shows which questions, answers, categories and dishes are having the biggest influence on likelihood to recommend (and hence NPS). It is now easier to see the difference between what promoters and detractors think, and you can drill down into the NPS classification itself.

We've made it easier to view your review response statistics (response rate and days to respond). These are now shown in the reviews heat map, alongside the review scores themselves. So you can easily see how each location is performing.

Some of our clients use Freshdesk as a ticketing system for complaints and other guest issues. Similar to our integration with Zendesk last year, we can now create tickets in the name of the requester (i.e. the guest), triggered by certain scores in feedback surveys. We can also populate other fields in your ticket form if this data is being collected in the survey.

When messaging from the guest communications tab in the inbox, guests can reply to your responses. But previously there was no notification of a reply. We have updated this so that the owner of the communication is notified via email when there is a reply.

In the Answer Analysis report you can see the NPS or visit score for guests who have answered each question in a particular way. But it can be useful to see the proportion of guests that have given each answer. So we have added a column labelled % Responses. In the example screenshot, you can see that 32.5% of guests rated cleanliness as 5/5.

In addition to common location categories, such as areas or market segments, we have added reporting objects for location tags. These can be helpful when you want to group locations by a specific characteristic, such as whether they have toilets or whether they have been refurbished in the last year. If you have a scenario where you think this may be helpful, please talk with your Client Success Manager.

If you head over to the Net Promoter Score page, you'll see we've given it a big makeover. Here are 10 new features that we think you'll like: 1. Narrative: to describe current period, different from previous, and difference from other locations | 2. Sample size: precise rather than rough | 3. New buttons: to (a) switch trend between weeks (default), months and days, and (b) switch between restaurants, areas and locations on distribution chart | 4. Day and day part: simple heat map and narrative to highlight which have the biggest opportunity for improvement | 5. Promoters, neutrals and detractors: new trend lines | 6. Comments: new visual, split between promoters, neutrals and detractors | 7. ‘Opinion Subjects’: underlined in the comments green for a positive opinion and red for negative (currently only surveys, not mystery visits) | 8. Keywords: highlighted in bold | 9. Link to full report: ability to click an NPS comment and open the full report in a new window | 10. Exportable comments: new tab with NPS comments datasheet for easier download.