For clients that use our integration with toggle, when communicating with a guest you can now select from a list of any gift cards in your toggle account that are relevant to your location, as well as any options that are associated with them. For example, a meal for two may have an option for 2 courses or 3 courses.
You can find a new report - Hub Usage - in the Data section. Use this to find out who is engaged in their results (and who's not!), which pages they are visiting most often, and how usage is trending. For the 300 users in the screenshot below, Monday is easily the most popular day to log in, the dashboard is the most commonly used page, and two users stand out as being particularly active.
A new addition to our suite of sentiment reports: Comment Analysis enables you to see a full list of comments left by guests. Each one is analysed for positive, neutral and negative sentiment, as well as given a net sentiment (% positive - % negative). Each comment is also categorised overall according to whether it is predominantly positive, neutral or negative, and you can use the coloured bars at the top as a filter for exporting. Use this report to find good examples to illustrate a point you wish to make with your teams (you may also want to use the question filter).
It's useful to see all your branches grouped by area and region. But sometimes it may be better to see them in an A-Z list without any grouping. This option was recently made available in most heat maps.
Here’s a lovely new feature for those who tag questions for ‘bonus’. There’s an extra button on the Location vs Question heat map where you can look at the pass rate by question. In other words, how often does each question cause you to miss out on bonus. There’s some fixed text at the top that makes clear this is different from a question score.
The order of dishes and dish types on the Dish Heat Maps has been changed - they are now sorted in descending order of sample size. This makes it easier to ignore those with an insignificant sample.
In most feedback sites, when we ask the guest how likely they were to recommend, we also ask why. A new report in The Hub enables you to see which factor is the most influential overall but also for detractors and promoters. The report is also interactive, so you can select any data point to see how it is trending over time, as well as filtering related comments.
The Reviews Overview and Review Heat Maps have for some time contained Deliveroo reviews for those with an integration. But we have now added the option for Just Eat and Uber Eats, so you can compare the performance of each delivery aggregator at each site. There is no extra charge for clients already subscribing to reviews. Just Eat is really easy to set up - we have done most of these for you but, if you spot any missing, just send us the URL. Uber Eats is fairly easy too - there's just an extra step for you to complete in your Uber Eats portal.
We've added a new comparison option called "Sector" to both NPS Overview and Reviews Overview. This allows you to compare your performance (KPI and trend) with other HGEM clients in the same type of hospitality business. In the case of reviews, to make for a more meaningful comparison, we have only used Google.
