In this article you will learn more about the Summary section of the Onsite and FollowUp modules.
The Summary section in the Onsite and FollowUp surveys shows the main indicators of the module.
Valid Data Rate:
In the Valid Data Rate, the Hotel will be able to consult all the reservations and phone numbers received since the integration with the PMS. This indicator will show the percentage of bookings with valid mail and valid phone numbers for the period. A Valid Data Rate above 60% is Very Good, between 38% and 60% is Good, between 28% and 38% is Fair, between 15% and 28% is Bad and one below 15% is Very Bad.
Response Rate:
This indicator reports the overall response rate percentage, considering surveys sent via email, WhatsApp (first send), and opened via public link (QR, Tablet, or direct link).
NPS:
The NPS (Net Promoter Score) indicator is going to show the percentage of guest recommendation. an average NPS is between +35 and +45, an acceptable one is between +50 and +60 and an outstanding one is +65.
It is segmented into three types of guests, Promoters, Passives and Detractors. The NPS calculation is taken by subtracting the percentage of Promoters from the percentage of Detractors.
Qualification General:
The general rating corresponds to the average overall score guests give to the hotel in surveys, using questions with a 1 to 5 evaluation scale. It is an indicator of overall guest satisfaction.
A rating above 4.5 is excellent, between 4.5 and 4 is good, between 4 and 3.5 is fair, between 3.5 and 3 is poor, and less than 3 is very poor.
Contact Rate Detractors:
This indicator shows the percentage of guests with detractor surveys who have been contacted by the hotel within the period. Hotels that respond to detractor guests have a higher probability of converting them into promoters or preventing negative recommendations.
A contact rate above 95% is excellent, between 95% and 90% is good, between 90% and 80% is fair, between 80% and 70% is poor, and less than 70% is very poor.
Cases Detected:
Here you can check the number of cases detected by our system. This means that surveys from the period were analyzed, and problems that need attention were identified.
Fidelity Collect:
This indicator will show the number of guests who accessed the active OTAs in this tool (Tripadvisor, Google or Facebook) from the widget at the end of the surveys or from the email invitation to leave a review.
Semantic:
This indicator shows the Semantic Score for the survey (Onsite or FollowUp). The Semantic Score represents the percentage of positive mentions within the period.
Ranking by Areas
In this ranking you will be able to consult all the areas that are associated with the surveys, you will be able to see the rating of the period and a comparison with the average of the customers and with the average of the best ratings.
Guests general satisfaction
Here you will find the graph associated to the NPS question with the detail of the answers, you can also find a second graph that compares the current period with the previous period.
Comments Feed
In this section you will be able to consult all the comments written by the guests in the surveys of the period. From here you can also go directly to the survey if you want more information about the guest.
