What this is

Guest Intelligence — Operations view — turns your post-stay survey responses into an operational picture: how guests rate each property, what they’re talking about, and where to act. Everything you see is computed live from the response data; nothing is hand-entered. Use the left sidebar to move between the four areas — Home, Topics & Themes, Focus Recommendations, and Analysis & Reports — and the filters up top to focus any view.

The four KPIs

Every scoped view leads with the same four numbers, each with its week-over-week movement:

Responses — the number of completed surveys in the current view.
NPS (post-stay) — Net Promoter Score: the % of promoters (9–10) minus the % of detractors (0–6). Ranges from −100 to +100.
CSAT (top-box) — the share of service ratings (staff, room, amenities) that are a 9 or 10.
Challenge rate — the share of responses that flag an issue (a detractor score or a problem comment) — a quick read on how many stays had friction.

The colored dot and timestamp in the header show when the data last refreshed.

Home — Operations overview

Your at-a-glance page. Below the KPIs you’ll find:

Average rating — the overall 0–10 score, broken out by resort and by survey source, so you can see which properties and which parts of the stay drive the number.
Ratings & NPS over time — a monthly trend line, so you see momentum, not just a snapshot.
NPS by resort and NPS by guest type — where loyalty is strongest and weakest, and how owners, renters, and exchangers differ.

Everything on Home responds to the filters (top-right).

Filters

The Filters control at the top of every view opens a dropdown where you choose properties and guest types; the Date control sets the time range. On Home, filters recompute the KPIs, ratings, and NPS breakdowns live. On Topics and Focus, the date range re-slices the guest comments. A count badge on the Filters button shows when a filter is active; Reset clears everything.

Topics & Themes

The analytical core. Every guest comment is sorted into a topic (e.g. Staff & Service, Rooms & Accommodations) and an opinion — Praise, Problem, Suggestion, Question, or Neutral.

Opinion chips — toggle any combination to refilter the whole view.
Top topics — a bar per topic, split by opinion and ranked by volume, so you see what guests talk about most.
Topics × opinions heatmap — the same data as an intensity grid; darker = more mentions. Hover a cell for the count and share; click a topic or cell to read the comments behind the number.
Verbatims — the underlying comments for the current selection; use the keyword search to find a word or phrase, and click a comment to open the full guest record (for follow-up only, never exported).

Editable taxonomy & suggested themes (admins)

Topics aren’t fixed — admins can shape them to match how your team thinks about the property. Everything saves for the whole account and applies instantly.

Rename — relabel a topic; the same comments keep the new name.
Merge — give two topics the same name to combine them; their counts add together.
Add a suggested theme — the ✦ Suggested themes callout surfaces recurring phrases that aren’t yet a topic (e.g. Front Desk, Hot Tub, Check-out). Adding one creates a new keyword topic and pulls every matching comment into it — real reclassification, not just a label. Remove it anytime from Manage taxonomy.

Viewers see the topics; only admins can edit. Changes are live today; a nightly AI clustering pass is on the roadmap.

Focus Recommendations

The “so what” view. At the top, a plain-language read generated from the live data — what’s strong, what shifted, and what to watch — with every claim drawn from the numbers. Below that, the flagged follow-ups: individual detractor/problem comments worth acting on. Scope by date, search by keyword, tap View guest for the full record, and Assign to team to route an item to the right property. This is where insight turns into action.

AI Insights

Proactive monitors that surface a sentiment dip or a fresh negative the moment it appears — each arriving with an editable, brand-voice reply. Review, tweak, and post from one place.

Reviews & Reputation

Public Google & Tripadvisor reviews for every property, monitored for new negatives. Each unanswered negative gets an AI-drafted, brand-checked reply — you review and publish; nothing is posted automatically.

Analysis & Reports

Pick a ready-made, branded report (Property Performance, Guest Segments, Voice of Guest & QA, Issues & Follow-ups) from the list, preview it, and export as PDF, PNG, or JPEG. Reports carry the header/footer branding and the current figures — ready to drop into a deck or send to a property team.

Account & access

Account (bottom of the sidebar) is where you update your name and password; your sign-in works across the CustomerView© tools. Admins also have a monitoring console at /admin — add or remove users, resend a welcome or password-reset email, review recent security events, and ban an IP if needed.

Data & refresh

Post-stay responses flow in continuously from CustomerView© and the dashboard recomputes automatically — the header stamp shows the last refresh (targeting ~15 minutes). If a feed is ever late or malformed, the stamp turns amber/red so you know the figures may lag. Guest-level detail is shown to authorized users for follow-up only and is never included in exported reports.

Accessibility

A− / A+ (top-right) resize the whole view and ◐ toggles high contrast — the platform meets WCAG 2.1 AA and is fully mobile-friendly for on-the-go use. Your text-size and contrast choices are remembered on this device.