If you’re one of our customers, partners or just generally active within the hospitality space you may have noticed that as of today (20th March) we look a little different…let us elaborate.
We’re on a mission to provide the best-in-class customer experience and insight toolkit for UK hospitality operators. To deliver on this, we needed to make a step change and create a revolution, rather than evolution, of the Feed It Back brand.
By investing in innovation, investing in our people and investing in our product, we’re revolutionising how data can transform a business. Delivering change at a pace operators need from their technology partners, to stay ahead of the game.
Why the change?
We’re no longer simply a feedback company, but a data-driven guest insight platform that delivers real-world benefits and allows our clients to drive additional revenue.
We are putting that all important 5-star customer experience score front and centre of your business. One simple score you can trust and everyone in the business can understand. There is no change of ownership to the business or to the team. This is all about stepping up to the next level in terms of guest insights.
How is the dashboard changing?
From today the platform will initially look very different in terms of colours and design, but you’ll find all the same functionality in the same places. You will still be able to respond to reviews, create cases, and run reports in the same way and in the same places as you do currently.
Will we need to change anything in our surveys?
No, there’s no need for you to do anything. Your surveys will be re-directed automatically to any links you have via QR codes, in post visit emails won’t need to be updated either for now. This will all happen automatically.
What is the new 125 Pulse score and will it affect any existing scores we use in the business?
The 125 Pulse Score gives a holistic view of how each location is performing in customers’ eyes, rated from one to five (the clue’s in the name 😉). It combines multiple data sources in a single holistic number, and a lot more complexity to the way it’s calculated than the existing headline scores in the platform. It is combining your KPIs, feedback scores, guest sentiment, ratings across different categories, product scores and the response rates to feedback. It will also be shown alongside a Heath Score which is made up of the recency, consistency, continuity, completeness, volume and source breakdown of your feedback. Ultimately, the 125 Pulse score should be the one true metric to measure your guest experience.
This score will not be automatically turned on within your platform from today, but we hope this is the score you start to use internally as your “North Star” metric and our CS Team will be in touch regarding getting it turned on. If you want to find out more, please reach out to our support team on clientsupport@125insights.com.
If you’d like a whistle-stop tour of our dashboard and its exciting new features, please request a demo here, we’d be delighted to show you around.