We’ve added an extensive range of visit profiling measures to the Survey Demographics heat map. You can view subsets of these measures and see how the score and NPS varies between each. Think of it as a big suite of Venn diagrams!

In addition, you can see how they vary by location, by period, by question, and even by the dish ordered.

The (current) full list of available demographic and visit profile measures is: age, bill discount, department, dietary profile, gender, loyalty profile, occasion, party size, room, server name, visit frequency and visit spend. If you would like to perform analysis on any of these, please discuss with your Success Manager who will arrange for the relevant questions to be added and tagged in your feedback survey. 

Many users will be familiar with the option for response templates for reviews. We have now added this for feedback surveys. This is particularly useful when you need to follow a standard process for certain types of complaint. Your team can respond much more quickly, keeping in line with your tone of voice and within the boundaries that you set. All content can be personalised before sending. You can also now upload files (with or without a template). If you would like to set up custom response templates, please discuss with your Success Manager.

You can now receive and send attachments when communicating with a guest or an action. Each attachment appears in a download list, and images are displayed in the communication string.

Visit reports in the Hub inbox can now have custom colour thresholds. If you would like these to be customised for you, please let us know. For reference, the default is:

• Red: below 70%
• Yellow: 70% and above
• Green: 90% and above

The Net Sentiment reports are now back to normal. We noticed that they had stopped picking up new data. This was due to a change in the way sentiment is categorised. But it's now fully up to date :)

The Survey Scores and Audit Scores heat maps have been updated to show how each result compares with the previous period using green (up) and red (down) indicators.

The Reviews Heat Map now has an easy select option so you can switch between social reviews and delivery reviews (the former is set as default). You can also choose to view them together if you would like a combined score.

We've added real-time updates to actions and guest communications in the inbox area. This means that if your colleague is replying to a guest or editing an action that's open on your screen, you'll see what they've done instantly and avoid the possibility of you both doing the same thing!

Since we launched opinion mining and sentiment analysis last year, it has proved a big hit for those wanting to dig deeper into text comments left by guests. Up to now, it's only been available on text from feedback surveys and reviews. But (as of last week), text from all mystery visits, delivery audits and delivery reviews is also being processed. Take a look, see what you can learn, and get in touch with your Client Success Manager if you have any questions.

A couple of enhancements have been made to the guest communications tab. When composing a message, the text box automatically expands as you fill it up - so no need to scroll. And if you have toggle integration, you can now enter a custom amount instead of having to select from pre-set values.