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.

We've given our visit report templates a significant refresh, as the old design had been showing its age. The structure remains the same, but the styles have been modernised and they also now blend in with The Hub, as most of you now view them in the inbox.

For those of you with dish feedback, we've made it easier to do analysis on it. The datasheets have been moved out of the dish ratings charts. There's now a dedicated heat map for dish data - this has a new tab showing how each location has performed on menu satisfaction. There's also a dedicated dish comments report (in the text analytics section) which includes a word cloud. Finally, for those using our beta sentiment service, we've started tracking sentiment on dish comments - you'll find a dish tab in the 'net sentiment' heat map.

We're always adding new features, so now we've made it easier to get updates! Sometimes we'll also post top tips to help you get more from your data. The bell icon (in the top right) will flash when there are new updates. When you click it, a scrollable side panel opens showing recent updates. You can pop out the updates to a new window where you can filter them using 4 colour-coded tags: New Feature, Information, Fix and Top Tip. You can subscribe if you'd like updates delivered to your inbox. Finally, you can give us feedback on each post.

If you right click on any data in the left column of a heat map, you'll find a menu of extra things you can do with the data. For example, you can "copy selection" and then paste the raw data into an Excel document. If you want to do this at a higher level, try "Drill up". If you want to exclude a particular area, right click that area and "Exclude" (or use "Include" if you only want to show that one area). These features may be quicker than filtering and exporting the data. If you have a top tip that may be useful for others, do let us know!

The identity provider that handles your login now displays a friendlier URL (login.hgem.com) in place of the previous convoluted one. We have also dealt with an issue where sessions were needing to be reset.

For those using our beta sentiment analysis, there is now a new heat map for Net Sentiment Score using sentiment from reviews and NPS questions. This is calculated in the same way as Net Promoter Score (% positive - % negative) and you can see a colour-coded breakdown by location, reporting period, etc.

We're please to announce an integration with toggle. If you use HGEM for guest feedback and have an account with toggle for digital gift cards, then you can issue cards directly from The Hub when responding to guest feedback. If you would like us to set this up for you, please speak with your Success Manager at HGEM.

There's now a dedicated 'media' tab on the inbox where you can browse and filter images. Each image is labelled with the location and date.

We have added icons for visit type (and in the case of reviews, the review source), simplified the design, and condensed them so that more can be viewed when scrolling. You can hover over a tile for more info (Visit ID, Visit type, Area). And icons appear on the right where there are photos and/or actions: