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.

When replying to guest feedback in The Hub, the subject line is now pre-populated with "Your recent visit to [location]". So you don't need to type anything unless you wish to edit it. More time saved!

You can see all these updates from the bell icon in the top right of The Hub. But now you can also do more:

There's a 'Suggest Feature' button. Add your suggestion in there and other users can vote on it. We will review the list periodically to influence our development schedule.

And you can also see a few items in our current roadmap, so you can have a sneak preview of what's coming down the track.

These three new review sources can now be streamed into The Hub for those with Review Management.