Monitor the GX Score for your venues from HQ

Guest surveys in ROLLER are a powerful tool to collect, monitor and action guest feedback. The HQ experience enables multiple venue operators to monitor the experience their guests are receiving at scale. At a glance, you can:

• View what guests feel about the experience they receive at your venues.
• Compare the performance of your venues.
• Monitor that negative guest experiences are actioned.
• Track response times to action guest feedback.
• Review individual venue performance and recent guest feedback.

Review overall performance

1. From HQ Venue Manager, go to GX Score.
2. A list of all your venues appears for the selected date range.
3. A high-level summary for all your venues is presented including:
   • An aggregate GX Score rating ranging from -100 to 100.
   • Overall performance for each GX Score rating category (average stars per response).
   • The number of guest surveys sent and responses received via email, QR code or URL.
   • The survey response rate (%).

Filter and customize the list of results

Filter the list of results

You can use the filters at the top of the GX Score page to find venues that meet your desired criteria.

For example, you can:

• Search for a specific venue.
• Rank and compare GX Score results for a group of venues.
• Identify venues that have not activated the GX Score.

Filter type	Description
Date selector	View venues for responses sent or received on or between a specific date range.
Search venue	Search for a specific venue to pull up its record.
Venues	View results for a group of your venues by selecting one or more venues or a venue tag.
Activity	Show only venues that received responses for a selected date range.

 

Customize the list of results

You can sort, show and hide columns in the results list to identify more information about your venues. To sort, click a column title to order in ascending or descending order (eg the GX Score column).

Available columns include:

Venue	The name of the venue
GX Score	The GX Score of the venue for the selected time period
Service	The average service rating provided by guest responses for the selected time period
Facility	The average facility rating provided by guest responses for the selected time period
Cleanliness	The average safety and cleanliness rating provided by guest responses for the selected time period
Value	The average value rating provided by guest responses for the selected time period
Action req’d	This is the number of one-star responses received by the venue which have not yet been marked as actioned for the selected time period: You can mark each one-star response as actioned to reduce this number down to 0. On the GX Score paid subscription plans, you can be notified when a guest provides a one-star response to your guest survey.
Avg. response time	This is the average time taken between receiving a critic’s one-star response and marking that response as actioned for the selected time period. The lower this value, the better your team is handling critics, and the more likely that guest is to return to your venue. One-star alert emails can be directed to specific staff members if the venue is subscribed to a GX Score paid plan. This reduces the time it takes to respond to critics and turn their negative experiences around.
Survey sent	The number of guest surveys sent to guests by email or accessed by guests by QR Code or URL for the selected time period
Responses	The number of guest surveys received by guests for the selected time period
Response rate	The rate at which sent guest surveys are responded to (survey sent divided by responses)
Sending status	Sending status outlines the sending and subscription status of the venue: Not sending: The venue has subscribed to a paid GX Score subscription but has not chosen to email their guest survey and is not sharing by QR code or URL. Learn more about how to start sharing surveys. GX Score inactive: The venue does not have an active GX Score subscription plan and is not sharing the GX Score by automated email, QR Code and/or URL.  Response limit reached: The venue has reached its monthly response allocation as determined by its GX Score plan. The venue will no longer be sending and receiving any additional guest surveys until the beginning of the next month. You can continue to collect guest sentiment for the venue immediately by increasing its GX Score subscription plan. Sending: This means the venue is sending guest surveys by automated email, QR code or URL and is accepting responses.

Investigate individual venues

You can also get more detailed insights into individual venues by reviewing recent GX Score responses and comments and tracking how many responses have been received this month.

To review individual venues:

• From HQ Venue Manager, go to GX Score.
• Use the filters to refine your search and identify a venue to investigate further.
• Click the options menu (3 dots) for the relevant venue and choose from the following menu options:

View	Opens a venue panel showing an overview for the venue, including responses received and recent comments from guests
Go to venue	You will be logged out of the Venue Manager window for the current HQ venue and taken to the Venue Manager for the selected venue. You will only see this option if you have permission to access the related venue.
Activate GX Score	You will be logged out of Venue Manager for the current HQ Venue and taken to the GX Score settings page for the selected venue. Here, you can activate the GX Score for the venue. You will only see this option if you have permission to access the related venue.

Export your data

To further analyze and investigate your data, you can export it:

1. From HQ Venue Manager, go to GX Score.
2. Use the filters to refine your search and identify the venues you would like to export.
3. Click the Export button to generate a downloadable copy of your data.

You’ll be notified when your export is ready to be downloaded.