Introducing the Guest Experience Score – helping you measure and improve guest experiences.

The Guest Experience Score (GX Score) is a powerful sentiment analysis tool that allows you to survey, monitor and improve your guest’s experience.
Similar to Net Promoter Score, but designed specifically for leisure and attraction focused businesses, the GX Score automates the collection of guest feedback and integrates this sentiment information with your guest, booking and product data.

This segmentation provides a rich understanding of why guests loved their visit, how you can improve high yield guest experiences such as parties as well as target specific guest experiences to keep improving the experience you’re providing.

There’s never been an easier way to analyse and action guest feedback to help you grow your business. With just a few clicks you will be able to personalise and publish your survey. Surveys will then automatically be sent to your guests after their experience ends at the precise moment to maximise engagement.

Try the Guest Experience Score for free now with a 14-day trial.

Hit play above to learn more about the latest updates to ROLLER

We've just shipped a MASSIVE range of new features and updates to the ROLLER platform in September including:

• New memberships features and enhancements
• Updates for ROLLER Payments
• Improved discounts code interfaces
• POS ticket redemption enhancements
• Significant upgrades to Venue Manager global search
• API key management improvements
• Addition of limited Forms support for Lite plans

We've made some big updates to ROLLER Payments this month to improve your guest experience. 

Ecommerce only plans 

Venues can now implement ROLLER Payments for online processing and retain their current terminals / existing payment provider for card present processing.

This enables venues to realise the significant benefits of ROLLER Payments advanced fraud prevention tools, offer guests the widest range of payment methods including buy now pay later services and improved authorisation rates.

We’ve also enabled support for capturing recurring Membership tokens at POS so that venues using ROLLER Payments for online processing can now offer Memberships! 

This is a massive announcement for those customers that are locked into contracts with payment providers for terminals. You can now sell recurring memberships, improve your online conversion rate and guest experience.

Buy Now Pay Later

Venues using ROLLER Payments can now offer Buy Now Pay Later services including AfterPay, Affirm and ZipPay.

Buy Now Pay Later is an increasingly popular payment option that allows your guests to purchase products or services from your venue today and pay in future instalments. 

Reporting enhancements

We've made an enhancement to reporting to allow configuration of your reports daily start and end time. This setting enables a time such as 3 am to be set as the daily start/end time so that your daily booking data is aligned with the payout time to simplify daily reconciliation.

Debit card refunding

Refund enhancements for debit card brands such as Interac, Bancontact & Dankort. 

Unfortunately, these debit cards do not support referenced refunds, meaning that a refund can not be returned via the original payment transaction, it needs to be processed by a separate refund transaction in POS and the guest must present their card. 

We’ve added functionality in POS to seamlessly support unreferenced refunds. If a booking includes an Interac, Bancontact or Dankort transaction captured at POS, an unreferenced refund will be created via the payment terminal and the guest will be prompted to swipe or tap their card to complete the refund.

Refunds to these cards in Venue Manager are not possible due to these conditions and we’ve added validation to prevent staff from attempting to refund these methods.

Address Verification Service

Venues using ROLLER Payments can now implement an added layer of protection by requiring guests to enter their billing address during checkout. This address forms part of the authorisation request to the card issuer and is verified to prevent fraud. 

We are happy to announce a bunch of new features and enhancements for memberships.

Credits

PRO & Enterprise feature

Sometimes you need to credit members to reward and satisfy these valuable guests. We've now made that easy with Membership credits!

You can do this by heading to Venue Manager > open a membership booking and click on the items tab. Select either the options button in the grid or the slide out details panel then select the Issue membership credit option.

The issue credit window enables you to select individual memberships, credit a full recurring cycle or a lesser dollar value and add a note to explain the reason for the credit. When the next renewal occurs, the credit is applied as a discount and the recurring payment adjusted accordingly. 

Credits can be viewed in the Payments tab of the membership booking and can be edited up until the date they are applied. Any actions related to the credit are logged in the activity stream of the booking and all activity is reportable in the new Membership Credit Report as well as the Data API.

Finally, access to this feature is restricted by a new role permission called "Can Manage Memberships". Staff must have this permission active to enable them to create and edit recurring membership credits.

Scheduled Cancellations

Staff can now schedule the cancelation of a recurring membership at any future renewal date. We’ve added historical membership information to allow you to quickly determine if the minimum membership period has been attained. 

This action is logged in the activity stream. If the cancelation has been incorrectly scheduled or the guest changes their mind, click ‘Edit membership cancellation’ and update.  

POS Membership links 

To complete this month's membership enhancements, we’ve improved the experience in POS when a membership discount is redeemed. The booking information page in POS now displays the members name instead of the membership ID.

Clicking the members name opens the Members record so staff can quickly query and verify the guest claiming the discount. 

To find out more see our membership guides: 

• Managing recurring membership payments
• Deactivating Memberships
• Email templates to guests
• Membership Tracking and Reporting 
• Redeeming a membership in Venue Manager 

We have a number of enhancements to ticket redemptions at the POS to improve your guest experience and staff efficiency. 

Mass ticket redemptions

The new mass redemption function in POS allows staff to redeem hundreds of tickets in just a few clicks.

When the mass redemption setting is active, large bookings will be summarised and staff can redeem batches of tickets in POS by clicking this new Manage redemptions button. Staff enter the quantity of redemptions and the function eliminates the requirement for waiver assignment. 

You can manage the use of this feature by configuring access for specific POS devices and defining the minimum tickets required for a booking to qualify for mass redemption.

Mass redemptions greatly improve the processing of large groups such as parties or school groups where paper waivers are utilised as the bottleneck in-park is too significant to use waiver kiosks and ensure accuracy of ticket redemption data. 

Automated ticket redemption

When automated ticket redemption is enabled, attaching a waiver to a ticket will automatically redeem the ticket. This eliminates the manual process of redeeming a ticket after attaching a waiver, improving the speed of service at the POS.

Venues that do not want to utilise this function can disable this device setting. 

If the booking is unpaid or there are other errors, a warning will be displayed before the ticket is redeemed.

Learn more about these enhancements here:

• POS receipt settings  
• Configuring your POS device settings   

We’ve actioned customer feedback regarding the display of discount codes. 

We have updated interfaces to reduce the risk of discounts being used inappropriately. Discount codes will now display the name rather than showing the actual code. 

This applies to all discounts in both POS and Venue Manager. 

Learn more about this enhancement here.

Many venues are now utilising ROLLER’s API’s to build exciting apps, extend the platform and manage data. To help manage API keys and usage we’ve upgraded this interface and added a couple of handy new functions. 

Firstly you can now view the last 30 days of activity for each API key in the grid. Secondly, we’ve added a new function to allow you to temporarily block an API key by disabling it and you can later re-enable it when ready.

A big update is an ability for multi-venue businesses using our HQ functionality to create and manage all API keys for linked venues within HQ. To do this simply head to Settings > Integrations > API Keys and you can create an individual key or select this option to create keys for multiple venues. 

Credentials can be copied and pasted from the grid or you can export a full list of API keys. 

We’ve also added the name of each API key to the usage export. This is useful for those times when you need to drill down into the usage data to determine which key and endpoint are exceeding expected usage.

Find out more in our guide.

We have three huge updates for global search in Venue Manager to help you spend less time searching and more time delighting your guests! 

Guest & Member search

We've added support for guest and member records to the global search interface in Venue Manager.

This will allow you to search for any record on every page in Venue Manager, saving time navigating between pages, especially when you use our new search keyboard shortcut.

Status indicators

The second enhancement is a very handy new status indicator for bookings and member search results to help you quickly find the right record. 

• A red status indicator displays cancelled bookings 
• A yellow indicator highlights pending bookings in the list of search results.
• A booking without a green status indicator is confirmed 
• Hovering on the status indicator will display the status.

When searching members the red status indicator is used to display suspended, cancelled or expired members and the yellow indicator shows memberships in a pending state, either pending activation or deactivation, in the list of search results.

Multi-venue search

The final search enhancement is a huge feature for staff that manage multiple venues. This new feature enables search across any venue. It enables you to search for bookings, guests and members across any linked venues, instead of constantly switching between venues. 

You can search for bookings by name, Booking ID, email, and phone number. The search can be performed from any venue you have access to and selecting a search result will automatically navigate you to the appropriate venue and display the record. 

This is a great new feature to help busy staff managings groups of venues. Multi venue search is live and available to any staff member with access to multiple venues. 

Learn more about this feature here 

• Searching for a booking in Venue Manager  
• Searching for Members 

We've got a special bonus for customers on our lite plan, we’ve made our Forms functionality available. 

Customers subscribed to Lite plans now have the ability to create and manage one ROLLER Form. You can use this form to gather information in an online checkout, send a link via email or add the form directly to your website.

It's perfect for gathering booking enquiries or collecting party details - whatever works best for your business. 

And if one form isn’t enough, upgrade to a pro plan and get unlimited forms in addition to many other great features and benefits.  

Find more information on forms here. 

The following updates, enhancements and fixes have been deployed:

Payments 

• Payconiq by Bancontact - Resolved an issue that was affecting Adyen Direct & ROLLER Payments venues. When you went to pay via Payconiq by Bancontact the checkout displayed a loading screen but did not progress and didn't let you go back to choose another payment method. 
• Draft Bookings - Fixed an issue where ROLLER generated draft bookings and multiple transactions when Guests paid online with SagePay when 3DS is active.
• Address Verification - We have added address verification support for the Adyen drop-in component in the Online Checkout.
• Refunds - Resolved an issue where refunding discounted items via POS refunded more than the amount paid when there were several items in a booking.

ROLLER Payments

• Duplicate payment - Resolved an issue that could result in a guest being charged twice in one online booking.
• iDeal Bookings - Resolved an issue where multiple iDeal bookings were created with zero value payments.
• iDeal invoice - Resolved an issue where ROLLER Payments iDeal invoice payments were not being recorded against their bookings.
• Terminal Admin PIN - Added a function to display the terminal admin PIN for Administrators in POS. This PIN is required to manage network settings, download firmware updates, reboot devices or change device configuration settings.

Memberships

• Creating a Membership - Fixed an issue where the "Are you sure you want to leave this page" product edit warning modal was not translating body text when editing/creating memberships. 
• Recurring Membership - Resolved an issue where dunning of recurring memberships was blocked and ROLLER only attempted one charge. 
• Search- Fixed an issue where you were unable to navigate pages and find more members when searching for members in Venue Manager. 
• Discounts - Resolved an issue where membership discounts did not apply when items were already in the POS cart.

HQ

• Saving Products - Resolved an issue where changes to HQ products in a venue were not saving.
• Adding Venues - Resolved an issue when adding venues to staff in HQ, it did not prompt the user to save.

Modifiers 

• Text - Resolved an issue where the & symbol on modifiers was showing as &amp. 
• Modifiers Added - Fixed an issue where modifiers were not added/cashed to the order in POS when adding more items.

Reporting

• Guest, Company and bookings - Fixed an issue where guest, company and bookings report pages were showing a booking date 1 day behind for any venue operating in -5 time zones.
• Xero Report - Fixed an issue where EFTPOS & Other payment types were rounding.

Grid Updates 

• Guest Grid Updates - Updated the default width of the Name field and the data sort order had been updated to show newest to oldest as the default. 
• Fields - Fixed an issue where the grid columns were too small.

Other Items

• Online Checkout - Fixed an issue where iDeal payments were charging guests twice through online checkout.
• Bookings - Fixed an issue where the calendar was blank when trying to move a booking in "bookings > order" unless staff used the arrows to change the date first. 
• Date pickers - We have removed the 365-day date range restriction from some date pickers where the data lookup limitation was not applicable.
• Standard Passes - Fixed an issue where the standard pass quantity exceeded that caused overbooking. 
• Product Category - Fixed an issue where the product category unassigned tooltip incorrectly referenced GL codes.
• Exclusion Dates - Fixed an issue where exclusion dates were saving 1 day before the actual date that was being excluded.
• Online Waiver - Resolved an issue where the online waiver address search was not showing clearly how guests should type their address.
• Stock - Fixed an issue where adding limited-availability stock items to your cart was causing an overbooking error message to pop up.
• Ticket Templates - Resolved an issue where the design for the master ticket template was breaking. 
• Activity Stream - Fixed an issue where there was an incorrect staff member name in the activity stream.
• Segments - Fixed an issue where you were unable to edit existing segments. 
• Booking Details - Made the "order" tab that default tab when you land on Booking Details.
• Waivers - We have added the option for tickets to be checked in automatically in POS when waivers are attached to tickets.
• Transactions page - Resolved an issue where columns were not the right size on the transactions page.