Guest Interactive (GI) Snapshot Report (MOP 2.0)
The Guest Interactive (GI) Snapshot gives you statistical data of all the activities related to guest texting for the current month/year. The report is available in PDF or Excel.
Path: Reports > Select Weekly or Monthly > Gi Snapshot
1. and 2. Check-in Surveys, Check-out Surveys. Total surveys under each category as well as the ratings are listed with a 5 rating as the best experience during the check-in or check-out process.
3. Guest Metrics capture data regarding Unique Guests (new to GI), Eligible Guests (in the queue to receive guest texts), percentage Engagement (using the text), percentage Surveys Engagement (responded to survey questions), Stop Requests (guest asking to be removed from the GI texting) and Guest Count (if other occupants are in the room and are added to be able to send/receive a guest text.
4. Survey Metrics capture data regarding overall Survey Metrics such as check-in and checkout surveys, eligibility for the survey, and response rate percentages.
5. Resolution Analytics records the resolution of issues or requests submitted by the guest. Resolved by staff indicates an action by a staff member such as delivering extra towels the guest requested. Auto Responses would be a resolution provided by a question a guest may have asked during a text and preset questions and answers picked up the words within the text and responded automatically. An example of a pre-set question would be " What time is breakfast? " An auto-response would be " Our breakfast is served in the Lobby between the hours 6AM and 9AM, daily"
Unresolved Responses gather data as indicated, no action was taken.
6. Time to Resolve will give you the total number of occurrences (guest text that required a response or resolution) and the time (in minutes) taken to resolve the occurrence.
The Excel file is large as there are columns associated with every aspect of the Guest Interactive report. Additional data includes the Site ID.
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