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.
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.