Custom Reports for Surveys

Survey metrics are included in Revinate's robust Custom Reports tool!

Let's take a look at some examples of reports that you can build with these survey metrics.  

Overall Scorecard including Surveys Data

Do you want to see a report that contains the review ratings and count for all your review channels, including Revinate Surveys? In order to do this select the following:

• Under "Columns":
  • Select "Rating"
  • Select "Count"
• Select "View by":
  • Select "Properties"
• "Filter by"
  • "Review Site" (select all)

You will now see the total across all properties.  However, if you wish to see a breakdown of all the review channels, select the following:

• Under "Columns":
  • Select "Rating"
  • Select "Count"
• Select "View by":
  • Select "Review Sites"
• "Filter by"
  • "Review Site" (select all)

If you wanted to only see certain review channels, deselect the overall filter and select only the channels you wish to see (Ex. TripAdvisor, Expedia and Hotels.com)

Selecting all Review Sites will, by default, include your Revinate Surveys data.  "Revinate Surveys" will be listed as a channel under "North America/Global".  

View responses to custom questions by property

If you would like to see the responses to a particular question and break it down by property, we can create a custom report.  For example, if you want to view the responses to "How did you hear about us?" to find out how guests are learning about each of your properties, select the following:

• Under "Columns":
  • Select "Surveys"
  • Select "Custom Questions"
    • Select the relevant question for your report.  In this case: "Referral"
• Select "View by":
  • Select "Properties"

How to view Organic TripAdvisor Reviews vs. Solicited TripAdvisor Reviews

These two reports will display how many TripAdvisor reviews you received that were solicited through Revinate Surveys and compare that to the number that were organic to the TripAdvisor site. In order to view this data, we will be creating two reports to compare the two metrics. 

In order to view how many of your TripAdvisor reviews originated as Revinate Surveys, select the following:

• Under "Columns":
  • Select "Rating"
  • Select "Count"
• Select "View by":
  • Select "Review Sites"
• "Filter by"
  • "Review Site" (Surveys only)
  • "Moderation Statuses" (all)

The second report will provide you with the number of TripAdvisor reviews that are organic to TripAdvisor (guest submitted their review on the TripAdvisor site).  Select the following:

• Under "Columns":
  • Select "Rating"
  • Select "Count"
• Select "View by":
  • Select "Review Sites"
• "Filter by"
  • "Review Site" (TripAdvisor only)
  • "Review Sources" (all)

Once you receive the report, subtract the review count number from the first report (solicited reviews) from the number on the second report (organic).  This will provide you with the number of organic TripAdvisor reviews.  For example, if the first number displays the review count as 50 and the second report displays the review count as 100, do the following: 100-50= 50 organic TripAdvisor reviews.  This means that half of your TripAdvisor reviews come from Revinate Surveys.

Difference between Rating, Score, Segmentation

Custom Question: actual response to question, regardless of question type

Topic Score: normalized to a 0-100 scale that you can calculate by averaging scores of the questions within the topic.  This allows you to easily compare the results for all rating and range type questions.

Segmentation: how many guests were promoters, passives or detractors

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If you want to see your actual rating that you received on a certain custom question (for example, "Check in experience"), please select the following:

• Under "Columns":
  • Select "Surveys"
  • Select "Custom Questions = checkin experience" (or question you wish to report on)
• Select "View by":
  • Select "Properties"
• "Filter by"
  • "Custom Range/Rating = Checkin"

Once you receive this report, you will be able to see the actual responses (rating average) that guests at each property responded to the "checkin" question.

If you would like to see how these guests were segmented (whether they are promoters, passives and detractors), please select the following:

• Under "Columns":
  • Select "Surveys"
  • Select "Custom Questions = checkin experience" (or question you wish to report on)
  • Select "Custom Question Scores = normalized checkin"
  • Select "Custom Question Segmentation = checkin"
• Select "View by":
  • Select "Properties"
• "Filter by"
  • "Custom Range/Rating = Checkin"

When you receive this report, you will see each property in the first column, the actual rating average, the topic score (normalized 0-100 scale) and the segmentation.

Impact of X on NPS (Broken Down by Property)

If you want to look at how the NPS is affected by certain situations that you inquire about in your survey, you can create a custom report based off of this custom question from your survey. As an example, if a problem was experience by the guest, the NPS might suffer as a result. In order to view this data, select the following:

• Under "Columns":
  • Select "Surveys"
  • Select "NPS"
• Select "View by":
  • Select "Properties"
  • Select "Yes/No Question"
  • Select "Problems = Yes" (or relevant question to your report)

Once you receive your report, you can look at the chart to see that if a problem was experienced, the NPS most likely is lower for each of your properties.  The next step would be to return to your report and change "Problems= yes" to "Problems=no".  You might notice that the NPS is noticibly higher for guests who did not experience problems at your hotel.

Impact of X on NPS (Overall - All properties)

If you want to see overall, at a macro level, if guests who experienced problems at your hotels resulted in lower NPS scores, we can create a similar report.  Let's use the example of whether guests who experience "Exemplary Service" had higher NPS scores that those guests who did not experience this service. Select the following:

• • Under "Columns":
    • Select "Surveys"
    • Select "NPS"
  • Select "View by":
    • Select "Yes/No Question"
    • Select "Exemplary Service = (yes, no, N/A & not answered" (or relevant question to your report)

On the report, you will be able to view the Net Promoter Score average for each response submitted (yes, no, N/A or not answered) and the total average NPS.