Sending data: data exports
A data export enables us to periodically assemble your guest experience data into a CSV or Excel file and send it to an secure shared location (such as SFTP or S3 bucket) for you or your supplier to pick up.
What are the benefits?
Integrated communications
Create a more detailed picture of your guests preferences and behaviour's by feeding their feedback data (Guest ID , visit date/time, ‘recommend rating’ and any related comments) back into your CRM system. This data can then be used to inform your next campaign (e.g. sending targeted marketing only to those guests who scored positively on the ‘recommend’ question).
Integrated analytics
Where appropriate, we can export your guest experience data to be integrated with data from other sources in your own BI system.
Available information
There are two main types:
- Visit level data (row per visit) – recommended for most scenarios
- Question level (row per question) – occasionally requested for BI exports
We are able to be flexible regarding the data shared via an export - see recommended list of data fields below but we can offer any of the field present within our Raw Data report in the Hub.
Visit level data:
- VisitID (unique, numerical, 7-8 digits)
- VisitType (e.g. “Online Feedback”, “Social Review”)
- VisitSource (e.g. “Google”, “Pay at Table”)
- VisitDateTime (i.e. the date the guest visited. For reviews, this is the same as the DateAdded)
- DateAdded (date/time added to the database)
- BranchCode (the code used by the client to identify each restaurant)
- BranchName (the restaurant name)
- VisitScore (the overall score for the visit expressed out of 100)
- RecommendScore (out of 10)
- NPS_Classification (Promoter, Neutral, Detractor)
- Email (the guest’s email, if consent given)
- GuestID (the ID passed to us from CRM)
- MarketingConsent (Yes/No)
- ReplyConsent (Yes/No)
Additional question level data:
- QuestionSubject (the short version of a question – e.g. “Cleanliness”)
- Answer (the selected answer – e.g. “Yes, “5”, “Satisfactory”)
- QuestionScore (the score for the question expressed out of 100 – alternatively, we could provide actual score and max score)
- Comments (left by the guest against a question)
Getting started
To get started you'll need provide us with the following details:
- confirm the data fields you'd like to include
- confirm frequency that data should be shared
- confirm credentials for where the file should be placed
Related Articles
Sending Data: Key Results API
Sync your guest experience data with your CRM or BI platform, via the HGEM key results API. The API approach enables us to connect your CRM or BI platform with our API, allowing you to call the API to extract the required data to be stored in the ...Survey feature: data integrity
As standard, our surveys come with a range of automated measures designed to prevent fake feedback from reaching your analysis. When designing your survey, we can assess which of these are best suited for your circumstances. What are the benefits? ...Sending feedback invites from your CRM
Use your CRM platform to send out feedback requests. This would work by embedding a link to your feedback survey into an email template and building a relevant email campaign for this in your CRM. You would define the parameters/scheduling for the ...How to: promote your feedback survey
It’s important to receive a high volume of feedback from your guests to ensure that your data is as reliable as possible so any actions taken will be based on the opinions of many, not the few! What are the benefits: Increased feedback volume The ...Survey feature: consent options
Capture guest data for multiple use cases, and ensure that you remain fully GDPR compliant using our fully branded guest feedback sites. What are the benefits Fully GDPR compliant Personal data from guests can only be captured if you are transparent ...