What is in the e-mail
The report reads from the top down, and every block has one link into the screen behind it. The opening — one sentence with the week’s verdict and how many low ratings are waiting, then the last 7 days’ average rating and three numbers: ratings received this week, low ratings nobody has followed up, and the share of low ratings your team resolved. Each carries an arrow against the seven days before. Needs a follow-up — one card per low rating that nobody has marked reviewed or resolved yet: the room, the rating, the department, whether it came during the stay or on a survey, how long ago, and whether the guest is still in the hotel or has left. Follow up → opens that entry on the Guest Feedback list. The most recent are shown; the rest are counted. When nothing is waiting, the card says so. Beside them, a green card counts the low ratings from this week your team has already closed. Last 30 days — the month’s average with its change, how many guests gave each star, the Delight balance, read off star ratings, and how many of the month’s low ratings were resolved. By department — one card per department your surveys ask about: its average, how many answers it rests on, how many were low, the count in the month before, and the move. The department to talk to is named in one sentence under the cards. Read off your own surveys’ department questions; a card built from a 0–10 question says so. Your survey — for each survey answered this week: how many answered of how many were invited (and the response rate), the overall rating, and how many low answers are still waiting. Under it, Most complained about and Most praised — the subject, the department, how many guests, the count last week, and, where there is one, a sentence a guest wrote. Full results → opens that survey’s Results. On Google — your public rating and how it moved, your rank among the hotels you track with the gap to the first, how many reviews are waiting for a reply and how long the oldest has waited, and how many reviews arrived since yesterday. Read & reply → opens the Online Reputation tab. This block appears only when Google is connected. Open the full picture takes you to Feedback Analytics.How to read it
1
Read the opening sentence, then the red number
The sentence is the week; the red number is what needs you today. If it says nothing is waiting, the rest of the mail is context, not work.
2
Work the follow-up cards from the top
They are newest first. A guest still in the hotel is the one to reach before checkout. Open the card, read the entry, mark it resolved on the list when it is.
3
Take the department card to that department
The count of low answers is what guests said about that department, compared with the month before. It is not a claim that the department moved your overall score — that is not measured, and the mail does not say it.
4
Answer Google
A review waiting for a reply is public. The card tells you how many and how long.
The rules behind the numbers
- Every figure is the screen’s figure. The week and the month are the Direct Feedback tab’s numbers, the survey block is the Results screen’s numbers, the Google block is the Online Reputation tab’s board.
- A low rating means a star rating at or below your follow-up threshold in Guest Feedback settings. The same threshold that alerts your team.
- Not followed up lists entries still marked new or escalated on the Guest Feedback list. Marking one reviewed or resolved there takes it off the next morning’s list.
- Resolved counts entries your team explicitly marked resolved. A note alone does not count.
- A room, never a name. The mail shows the room a low rating came from — the same room the Guest Feedback list shows — and never a guest’s name.
- A guest’s own words may appear under Most complained about and Most praised. Full results opens the survey’s results.
- A block that could not be read says so. If one part of the report could not be read that morning, that part says could not be read and links to its screen. It is never shown as a zero or as nothing waiting.
- No charts as pictures. The bars are drawn in the mail itself, so nothing has to load.