GX Score: Analyze data and action guest insights

This articles outlines how you can analyze and action your GX Score guest feedback to improve the guest experience.

Our customers have used the guest feedback they have collected to improve their customer service, change their food and beverage offerings, update their facilities and even develop new products.

Depending on your plan, you may not have access to all survey features. Check out our pricing page and subscription FAQs to find out which features are included in each plan and how to change your plan.   

Guest Insights dashboard

Identifying guest sentiment trends has never been easier with the Guest Insights dashboard. Learn more about the dashboard.

Get a quick snapshot

The venue dashboard gives you a snapshot of the overall results of your feedback and your venue's GX Score. From Venue Manager, go to Dashboard to view your GX Score snapshot. 

The GX Score gauge and rating chart offer you a quick visual analysis of guest sentiment, showing fans and critics.

Under Latest comments, you can use the left/right arrows to scroll through the most recent comments you received.

 

Analyze your guest feedback

All your survey responses are automatically stored within Venue Manager.

From Venue Manager, go to Guests > GX Scores to:

• Quickly view your GX Scores overall and any comments.
• Easily dive into each individual response to get greater detail on survey rating factors and any comments a guest has left you.
• See a guest's previous purchase history, providing further context and even greater insight into feedback and where you could improve.
  

View your guest feedback overall

1. From Venue Manager, go to Guests > GX Scores.
2. A list of guest responses for the selected time period displays including guest scores and comments.
3. At the top of the list a summary of your overall results and your venue's GX Score for the time period displays. 

Filter your guest responses

Use filters to find the GX Score responses that meet your desired criteria. They give you the unique ability to not only see individual responses but to analyze trends, and common threads in feedback, making it much easier to discover ways to improve your guest experience.

For example:

• If you want to see the GX Score responses between certain dates, use the date selector to define the range you are interested in.
• If you only want to see the GX Score responses for guests who booked a party product in the last 6 months, adjust both the date selector and the products filter.

 

Filter type	Description
Date selector	View responses submitted on or between a specific date range.
Ratings	Filter responses based on based on a specific GX Score ratings for a category (ie 5 stars only).
Categories	Filter responses based on the rating factors selected by guests for each rating category (eg friendly staff).
Products	View only responses from guests whose booking included a specific product or a product from a specific product category.
Comments	Show only responses that recorded (or did not record) an open text comment.
Actioned	Staff can manually mark an individual response as actioned. You can filter responses based on whether they have or have not been actioned.
Booking host	Staff can be assigned to bookings as a booking host. You can filter responses based on assigned booking host staff members.

Saved views

If you have created a set of filters that you would like to continuously use, you can create saved views.

Some useful examples of common saved views include:

• GX Scores for party products (filtering to include party products).
  
  This allows managers to see the sentiment of guests that booked parties.
  
  
• GX Scores from critics AND are not actioned (filtering to view critics and not actioned responses).
  
  This allows staff to follow up with guests who indicated a poor experience. 
  
  

View individual survey responses

You can also get more detailed insights into individual survey responses and comments, and the guests' activities during their visit, such as the products purchased. 

To view individual survey responses:

• From Venue Manager, go to Guests > GX Scores.
• Use the search bar to find responses by name, email or phone number. Alternatively, you can use the available filters to refine your results.
• Click the options menu (3 dots on the right-hand side) for the relevant survey response and choose from the following: 

View	Opens survey response flyout panel showing the completed survey showing individual responses to survey questions. Alternative: Find the survey response in the list and click on the response to open the survey response flyout panel.
View booking	Opens a booking detail flyout panel showing the bookings made by the guest who completed the survey. Alternative: Find the survey response in the list and click on the booking ID to open the booking details flyout panel.
View guest	Opens the guest detail view.

 

Mark responses as actioned and add notes

1. From Venue Manager, go to Guests > GX Scores.
2. A list of GX Score survey responses for the selected date range displays.
3. Click the options menu (3 dots on the right) for a specific GX Score survey response:

Mark as actioned	Marking a survey response as actioned adds a status to the individual survey to flag that it has been reviewed by a staff member. This helps with responding to guest surveys, especially from critics (3 stars and below).
Add note	Add an internal note to a survey response to describe any actions taken or other important information.

 

Respond quickly to negative reviews

You can set up your GX Score survey to automatically notify you by email when you receive negative feedback. Instant alert emails make it easy for you to see what your guest’s feedback is with their booking and sales data and contact details.  In the email, you can click a call button to get in touch with the guest immediately.

Amplify positive reviews on public review sites

You can set up your GX Score survey to automatically encourage guests that provide positive feedback to share their experience on public review sites like Facebook, Google, Tripadvisor and Yelp.

This helps to provide social proof to prospective customers as well as boost your SEO to help you attract even more customers.

Export GX Score data

To export your GX Score survey responses:

1. From Venue Manager, go to Guests > GX Scores.
2. Apply any relevant filters to your results.
3. Click Export at the top right of the page.
4. Select Alert me when complete. 
5. Your GX Score survey responses are exported as an Excel spreadsheet.