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.
Emails Rate:
In the Emails Rate, the Hotel will be able to consult all the reservations received since the integration with the PMS. This indicator will show the percentage of bookings with valid mail for the period. An Emails 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.
Summary Surveys:
This indicator reports the Overall Response Rate percentage, this considering surveys sent by email and surveys answered through public 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.
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.
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.
