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