Great news for clients that use OpenTable! We can now import responses against reviews, as well as any photos the guest has uploaded.

If you would like a simple extract of branches, together with their code, area, region, brand and segment, there is now a simple report for this. This is useful for checking the completeness and accuracy of your branch data. It includes an option for branch tags (of which there may be more than one row per branch – hence why it’s optional). One example of where tags have been used is in recording the year that a branch was refurbished and then using this in analysis in other reports.

The Feedback Heat Maps have a demographic matrix for analysing performance against various visit profiles. We’ve added this to the Audit Heat maps so you can now perform this analysis on mystery visits. Note that this depends on tagging relevant questions (such as weather or trade level). Your CSM can assist with this.

A couple of pages have received minor clarifications:

• SCREENSHOT 1 (Benchmarking Overview): There’s a new piece of static text that makes it clear that the page only shows questions that have been tagged with an industry benchmark. If the page looks blank, talk to your CSM about tagging questions.
• SCREENSHOT 2 (Hub Usage): The chart labels now make it clear that all stats are based on page views.

A Visit Score is only the same as the Average Question Score if all questions have the same weight. With mystery guest audits, it's normal for questions to have different weights depending on how important they are. We have therefore added a page tip to explain this on the Questions & Answers page for audits.

The 'Comments Analysis' report was recently released in the Sentiment section. We have now added filters for Opinion and Subject. The latter is very useful if you want to search for comments containing any word that people have expressed an opinion on. In the example below, we have searched for the word 'plastic' - this revealed two opinions: one on plastic cups and one on plastic plants.

The eNPS Overview page now has additional fields in the table at the bottom. So when exporting data, you can include department, length of service and question.

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).