Your Trend Report

Your Trend Report provides you with graphs to display trends in online reviews and guest feedback that may not otherwise be clear from your data.

This can be particularly useful in defining your target market and pinpointing areas for improvement. You can find it by clicking on Reports in your left-hand menu, and then selecting Trend.

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The first thing that you may notice is that your Trend Report is divided into four separate tabs: Overview, Primary Service Ratings, Services Used Ratings, and Other.

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The Overview tab will include the following graphs for the date range that you have selected:

    • Net Promoter Score, which shows you how many promoters, passives and detractors you have received, as well as indicating how your NPS score has increased and decreased over time. Your NPS score is based on the question of “How likely would you be to recommend us to family and friends?”. Learn more about your NPS here
    • Sentiment, which shows you how many positive, negative and neutral reviews you have received based on keywords and basic semantic analysis, and how your sentiment score has increased and decreased over time. Read more about sentiment analysis here

    The Primary Service Ratings tab will include graphs for each of your Primary Service Rating questions, reflecting how many responses you have received for each of them, and how your average scores for those questions have increased and decreased over time. This will include questions such as Overall Satisfaction, Value for Money, Location and more.

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    The Services Used Ratings tab will include graphs that indicate which areas of your property are visited most often, and will indicate how the average scores for these areas have increased and decreased over time. This will often include areas such as Reservation and Reception, Accommodation, Restaurant and Bar, Spa and Gym and more.

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    The final tab under your Trend Report is named Other. Here you can find data for any questions in your survey that are not scored on a rating scale – questions like “How did you hear about us?” and “Where are you from?”

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    Can you show me some examples of how the Trend Report can be used?

    In the example below, responses to the question: “Reason for visit” show that the majority of guests during the selected date range were couples, rather than families or solo travellers. 

    This information could be used to refine the specials that you offer to couples over particular times of the year, or help you to provide your guests with more details relevant to couples in your marketing materials.

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    In another example, shown below, Overall Satisfaction responses and scores are shown, and the hotelier can see that April saw the highest satisfaction rate, while August saw the most responses. A target score is also indicated to show the satisfaction rate that the hotelier hopes to achieve, and they could see that November is the only month during which this target wasn’t reached or exceeded. Learn more about setting targets for your account.

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