We’ve made a change to the calculation of the Review Response Rate. It now excludes reviews from booking.com that have no comments. This is because booking.com does not enable responses on such reviews and so it was not possible to achieve 100%.
Action cards in the inbox have been redesigned with the following improvements:
An update has been made to the raw data report in The Hub to include the Guest ID for all surveys (as passed in from your CRM).
The main navigation in The Hub has been updated to turn 'Sentiment Analysis' into its own section. You'll find Opinions, Net Sentiment and Sentiment Heat Maps in here.
The 'comments' tables have been moved to 'Data' (which was previously labelled 'Administration').
We've changed the sorting order of actions in the inbox page. Previously these were in order of the latest visit date. This has now changed so that those at the top are actions that have had a recent communication - this could be either you responding to a guest or the guest responding back to you. This was introduced at the request of clients who found it an easier way to see what needs attention. It is the latest in a series of changes designed to aid effective response management, such as improvements to contact status filters.
There is a new report in The Hub dedicated to reporting on responses to guests. This will help you to track the rate and speed of response to both surveys and reviews. The report comes with the usual options to display stats for different levels in your organisational hierarchy and to group by different time periods. On separate tabs, you can also see the responses themselves, together with who responded to them. You will find this report in a new navigation section called "Actions".
For: HR teams that use Fourth
HGEM and Fourth Engage can now work together to generate a high response rate for employee surveys and keep your finger on the pulse of how the team are feeling. Here's how it works:
1. Design one or more surveys with HGEM, targeted to particular profiles (e.g. new starters or a selected department).
2. HGEM will look up employees in Fourth to match the target profiles for the survey and add a task into the employee's Engage app with a link to the relevant survey.
3. We capture the ratings and feedback in The Hub for analysis.
We've made it easier to identify opportunities for improvement from mystery visit reports.
Questions are ranked in order of the total number of points lost, regardless of their weighting. So if you focus on the questions at the top of the list, you'll have a bigger impact on future scores.
But some measures may always be harder to achieve. So you can also compare with other locations. In the screenshot below, my locations lost a similar number of points for checkback and team friendliness. However, when compared with other locations, the percentage of points lost on checkback was similar (28% vs 27%), whereas those lost on friendliness was much worse (36% vs 19%). The single biggest opportunity to improve scores is the timing of the checkback, which lost more points than other questions but was also much worse than other locations.
To see this report, go to the Audit Overview page and select the 'Opportunities' tab: https://hub.hgem.com/reports/audit-overview
The Survey Demographics report (which you'll find in Question Heat Maps) previously only contained data for feedback surveys. Whilst still mostly useful for that source, the report now also includes Mystery Visits and Delivery Audits at the request of some users - not for demographics such as age and gender, but for some of the other visit profiling measures. For example, it may be useful to see how scores for the whole report vary according to 'Reservation' (i.e. whether or not a person booked an eat-in visit). To see such data, you would need to have a relevant question tagged in your questionnaire (your Client Success Manager can help with this).
Most of the time during UK business hours, our support team will now be available to help out with quick questions when you're on The Hub. Look for the chat icon in the bottom right corner. If they can't help with your query, they'll find someone who can.
