When filtering visits or actions, it can be useful to count how many fit your filters. So we’ve added this to the top of the inbox lists :)

We have made several changes to contact statuses in The Hub to make it easier to filter visits.

Each status is now prefixed by either “Survey” or “Review” so you don’t have to use the Visit Type filter.

For the survey statuses, we’ve added a couple of new ones and made the naming clearer. Three of them follow the usual workflow from awaiting first contact to contact made and then when the guest has replied to your response.

As well as filtering surveys by those that have guest details, you can now also do the opposite and filter for when they’re not available (this can be helpful when dealing with automated actions that don’t require a response to the guest).

Here’s a screenshot showing the full list of contact statuses:

When communicating with a guest, it can be useful to know whether you’ve been in touch with the same guest before – particularly if you have issued them with a voucher. So we have added “Also from this person” tiles into the Guest Communications tab. These show at a glance any previous communications, which visit they relate to, and the value of any voucher issued.

When you have issued a toggle voucher to a customer in ‘Guest Communications’ you can now see the value of the voucher that you sent at the bottom of the conversation.

We’ve created a comprehensive suite of heat maps to help you analyse team feedback and eNPS data. All the usual ways to split it, such as by location and period, but also several matrix reports where you can see how one measure interacts with another. Such as department, length of service, question and period (see the tabs in the screenshot below). With a large enough sample size, the hotspots will really help you to home in on opportunities to build the morale and loyalty of your team.

A new report in the charts area makes it easier to analyse patterns in the answers to any question. See sample screenshot below. Each possible answer has a different colour (in the case of 1-5 these are coloured as below) so you can see how the proportion of each answer changes by period. At the same time, you can see the average score trend for the selected question, as well as any associated comments.

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