Two new features this week:

1. BRANCH CODE IN KPIs. Some clients find it useful to see branch codes along with their names. So the KPI report at ‘Location’ level has been redesigned to do this. It also groups together areas and regions with a single heading rather than repeating it on every row.

2. VISIT SCORE IN TASKS REPORT. When looking at the tasks datasheet, it can be useful to know the score for the visit that relates to each task. So we've added this, along with the usual colour coding.

Here's what we've released in the last week:

New Feature RAW DATA. A few updates on this report. There’s a new field for “Answer sample size”. We’ve also added “Section Points Scored” and “Section Points Available” for those who wish to get accurate section scores without needing to average question scores (which would often give a different result). And we’ve added some information about what can happen if you hide blank comments. Hiding these can be useful if you don’t want a load of blank rows, but filtering them out could affect other statistics on the report (for example, the average question score will be different if you exclude responses with no comments).

Update SEPARATE Q&A REPORTS. Some of the “Overview” reports had two tabs, one of which was labelled “Questions & Answers”. This has been separated out for better clarity, so it now appears at the same level in the navigation. The sub navigation for heat maps has been retained.

Update DISH SAMPLE SIZE. The measure for “Dish sample size” used in reports such as KPIs has been refined. This was previously counting the total number of dish answers. If there is more than one question per dish, then there would be more answers than dishes. So it now shows the number of unique dishes per visit that we have feedback for.

The Hub improvements just keep coming! Here's our latest batch released within the last week:

New Feature 1. NPS DAY VS DAY PART. Get deeper insight on what happens at different times during the week. A new page has been added to NPS Heat Maps where you will find a comprehensive range of options to analyse NPS results by day and day part, either by themselves or combined. You can drill down by all the location groupings, such as branch, area, brand, etc.

New Feature 2. TASK CATEGORIES. There is a new option on the Tasks report to view task statistics by category. When you create a task, you can give it a category such as cleanliness or allergies. With this new report, you can get statistics on each category. This can be helpful, for example, if you want to see which categories are taking longest to resolve or have the most complaints.

New Feature 3. SECTION & QUESTION. There is a new option on ‘Audit Heat Maps > Location vs Question’ to group questions by section instead of viewing them alphabetically.

New Feature 4. ANSWERS GROUPED BY QUESTION. Previously, all answers on the Q&A reports were in a single list until filtered. Now they are grouped by question as soon as you land on the page.

New Feature 5. BOOKING.COM IN-APP RESPONSES. You can now respond to booking.com reviews directly from The Hub. Integration is a doddle and can be done in less than a minute if you have the right permissions for your properties - more information in the knowledge base.

Update 6. IMPROVED AUDIT PAGE TIPS. The text on points lost and bonus lost has been separated into its own page tip, and line breaks have been added to ‘How can we do better?’ to aid clarity.

You can now respond to booking.com reviews directly from The Hub. Integration is a doddle and can be done in less than a minute if you have the right permissions for your properties - more information in the knowledge base.

Here's another batch of improvements added to The Hub in the last 3 weeks:

New Feature RAW DATA - NEW FIELDS. The following fields have been added to offer more granular reporting when building your own reports:

• 'Points scored' and 'Points available' at question level. Previously, these were only available at visit level.
• 'Day', 'day part', and reporting periods for 'week', 'month' and 'quarter'. These reflect the range of time dimensions available on other reports in The Hub.

New Feature eNPS OPPORTUNITIES BY QUESTION. The old-style column chart on the eNPS Overview report has been replaced by a new set of 4 charts showing your best opportunities from employee surveys by question, department, longevity and points lost.

Update eNPS DATA IN KPI REPORT. Still in the eNPS space, this new column has been added to KPIs so you can easily see Employee NPS results alongside Guest NPS.

Update DISH COMMENT FEED. The comments feed in the Dish Overview report now shows the dish that each comment relates to.

Update CHANGE TO DEFAULT TIME DIMENSIONS. On the Audit Overview page, this has changed from Week to Month. On Reviews Overview, it has changed from Day to Week. These changes mean the trend chart will suit a majority of users on first landing.

Update REVIEW TREND OPTIONS. The option to trend reviews by Day Part has been removed, as the time of day that the review was left bears no resemblance to the time of the guest’s visit. We have also relabelled the ‘Day’ button to say ‘Day of Review’ as this is more accurate than day of visit. 

Fix DISH HEAT MAPS. Dishes were not showing for clients that had no regions. This has been corrected.

Here are details of the latest batch of improvements that we've made to The Hub in the last week:

New Feature DISH KPIs. Buttons for the full range of dish KPIs are now present in the dish overview report. It now defaults to an overall dish score which takes account of any KPIs that you're using. Temperature has also been added to the heat map.

New Feature SHOW/HIDE DATA TABLE FOR EXPORT. All the overview reports have a table at the bottom that is primarily used for exporting comments. As it makes the page slower to load, this is now hidden by default but there's a toggle button to display if required.

Update DELIVERY REVIEWS. A button has been added in to the Reviews Overview to enable you to view delivery reviews (if you are using the Deliveroo integration).

Fix BENCHMARK REPORTS. In the heat map, the 'branch' option was showing areas and regions. In the overview report, the sector comparison was not displaying. Both have been corrected.

Fix SECTION SCORES. There was an occasional small discrepancy between section scores between different reports when some questions were marked as not applicable. This has been corrected.

Thanks to those who provided feedback following the launch of Hub v4 a couple of weeks ago. Here's a summary of changes we've made in that time:

Fix PAGE RESIZING. This has been improved for mobile and zoomed out users.

New Feature RAW DATA. We've added extra column options for section number, question number and full question text. There's also a new filter that you use to filter out rows with no comments.

Update NPS INFLUENCE REPORT. The layout has been improved to make it easier to see how the influence is calculated from promoter and detractor scores.

New Feature TOGGLE BETWEEN % SCORE & RATINGS. This option has been added to feedback and dish heat maps so you can choose between seeing % scores (default) and ratings (which are normally out of 5).

New Feature TOGGLE BETWEEN SAMPLE COUNT & %. This option has been added to the Questions & Answers page on Feedback Overview so you can choose between seeing the sample size as a count or as a % of the total for each question.

New Feature DISH KPIs. An option for dish sample size has been added to the main KPIs report. And all the less common dish KPIs (presentation, temperature, sample size) have been added to the dish heat maps.

New Feature FEEDBACK BY SECTION. An option for questionnaire section has been added to the feedback heat maps.

Fix TASK CATEGORY FILTER. The task category filter has been enabled to work on the Tasks report.

Update PROJECT AUDITS & INTERNAL AUDITS. Dedicated reports for these two visit types have been added to the Audits section. Only users with permission will see them.

Fix AUDIT QUESTION SAMPLE SIZE. Data at question level on the audit heat maps now shows a count for each question rather than the count of visits (as not every question may be asked on a visit).

Update NPS COMMENTS. Comments on NPS reports have now been filtered to exclude comments from other questions in order to keep the focus on NPS.

Welcome to Hub v4: Simple. Intuitive. Actionable.

Version 4 of The Hub contains the biggest set of improvements since the platform was launched nearly 6 years ago. Here's a summary of what changed on 16th January and how it will benefit users:

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.