View and action guest surveys

In this video, we'll walk through how to view and action guest experience survey responses inside Roller.

On the main dashboard, you'll see the guest experience widget.

This widget displays a snapshot of your most recent performance, specifically the last thirty responses. Think of this as your quick health check. If your guest experience score dips, or you notice several low ratings in the last thirty responses, that's your signal to investigate further.

To dive deeper, navigate to Guests Guest Experience Score Guest Responses.

This section shows your full survey history, not just the last thirty responses.

Here, you can review individual guest ratings, written comments, visit dates, and booking details. This is where your operational analysis begins. For example, you can filter for responses that include written comments only.

This helps you focus on qualitative feedback. You could also filter for all ratings that are below two stars. This allows you to quickly identify negative experiences and check whether they've already been actioned.

You can action a negative review by selecting the review and then selecting the tick box. You also can add a note on how you actioned the response.

We recommend setting up a simple process where one team member takes ownership of negative guest feedback with automatic email alerts sent whenever a one or two star rating comes in.

Finally, you can use this view to compare different products against each other. For this example, view how adult day passes compare for value against family day passes.

Next, head to the guest insights dashboard.

This is where you'll move from individual feedback to strategic insight. To find the guest insight dashboard, from the left hand navigation, select GX score, guest insights.

Here, you can track your guest experience score over time. In this example, we're gonna look at how we're traveling over the last six months.

You can also monitor rating factor performance over time. This allows you to see which areas, such as service, cleanliness, facilities, and value, are trending up or down. You can also group your GX score by day of the week to see which days you're providing the best guest experience.

You can also compare your performance using the Industry Benchmark feature. This shows you how you stack up against similar venues in your region, giving you context beyond your own internal data.

Finally, use guest insights to determine what you should prioritize operationally. You can see what your guests loved and what they didn't like, and select a rating factor to get contextual information based on comments left on survey responses.