Here’s the scenario: you want each site to receive (and report on) a visit once per period. But sometimes, for whatever reason, a visit may intentionally take place after the period has ended – although it’s reporting against the correct date, you may want to count it in the previous period. Well, this is now possible. If this happens, just contact us and we’ll arrange this for you.

Managing communications related to guest visits in The Hub is now easier thanks to several improvements. Here’s a summary:

• There’s loads more room for your message, which is handy if you have a lot to say and don’t want to scroll.
• Actions are easier to find on the page – they are now all together and displayed as buttons.
• Details of sent vouchers now appear at the top instead of hidden at the bottom.
• Previous conversations with the same email address can now be seen at the bottom of the page.
• It’s clearer that there’s a review stage after composing a message and before sending it.
• And we’ve generally made the design cleaner.

Managing tasks related to guest visits in The Hub is now easier thanks to several improvements. Note that ‘Tasks’ is the new name for ‘Actions’. Here’s a summary:

• It’s easier to read, compose and send messages with a new ‘WhatsApp’ style design. The comment box will remain in view at the bottom of the screen and previous messages scroll above it. The post icon is now next to the message.
• It’s easier to take other actions with a task thanks to clearer action buttons (such as uploading or jumping to attachments) which are all in the same place in a new fixed subject line bar.
• Buttons for status selection have been made clearer, with three of them (Action Required > In progress > Action Taken) displayed as a workflow.
• It’s easier on the eye text around the meta data fields has been replaced with clearer icons and in-field guidance.
• And finally, the comment box now auto-expands as it fills up – so no more scrolling.
  

We’ve made a couple of improvements to the top of embedded visit reports in The Hub:

• The reports no longer show the image banner (except when you download them as a PDF). This leaves more room on the page to display the results and commentary that most users are interested in.
• The Visit ID is shown in the top right. This is useful if you ever have a query on a report, as it often enables us to respond quicker.

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:

• Contemporary with the visit card design
• Tidier content allows more to fit in a list
• Icons for action status, contact status, voucher sent, and message count
• See who the action is assigned to
• Hover over any component to see what it is
• Inclusion of the created date so you can see how old an action is (they are sorted by last message date)

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".