It is critical to outperform the ever-increasing expectations of your guests, and doing so will reward your business with repeat visitation and a surplus of advocates. 

However, with the challenges of running a venue, it’s an unfortunate reality that like most venue operators, you have little time, and much to do in order to keep the lights on. Luckily, the GX Score is here to help!

With our new Guest Insights Digest, you’ll get a monthly snapshot emailed directly to you that highlights how your venue is performing in this competitive market:

• Review venue performance and compare it against global market averages
• Identify priority improvements for the guest experience, driving repeat visitation
• Discover which staff members actively contribute to great guest experiences
• And more, without wasting time exporting spreadsheets, or exploring dashboards!

The Monthly Guest Insights Digest is FREE for all GX Score subscribers, regardless of subscription level. 

Note: If you haven’t tried the GX Score yet, you can start for free and receive all these insights at no cost for the first 30 days.

You can learn more about the GX Score here.

Do you know how guests discover your venue or what motivated them to visit today? To grow your business, it’s key that you understand precisely who your guests are, especially those who spend the most money at your venue.

Unless you’ve got an excess of time and resources, you probably find it difficult to invest the time required to accurately collect and analyze this sort of data from your guests - until now! 

With our new additional GX Score questions, you’ll be able to:

• Discover which of your marketing campaigns produces the most guest discoveries
• Understand which social media platforms you should put your effort towards
• Find out if your guests are likely to recommend your venue to their friends
• And more!

To get started, simply subscribe to a paid plan of the GX Score and choose from our bank of industry-specific questions, designed to accurately collect all the critical information required to properly understand your guests and grow your business!

Note: If you haven’t tried the GX Score yet, you can start for free and receive all these insights at no cost for the first 30 days.

Learn more about how you can collect these insights

The following updates, enhancements and fixes have been deployed:

Bookings

• Payments - resolved an issue that was not displaying the transactions on the Bookings > Payments tab
• Custom Ticket Id - fixed a problem where adding or replacing an item removed the custom ticket id
• Forms - fixed an issue with data-bound forms not updating ticket holder data 

Memberships

• Fixed membership - fixed an issue where membership was converted to recurring when editing specific properties of a membership
• Membership report - resolved an issue with membership name not being displayed in the Membership report in some cases
• Next payment date - corrected the next payment date presented at POS when the membership is reactivated
• Cancelled bookings - updated logic to prevent reactivation of memberships of a cancelled booking when the payment method is updated
• Expired waivers - resolved several issues relating to redeeming a membership with an expired waiver

HQ Management

• Adding products - resolved issue that prevented some products from being added to a managed venue
• Variations - fixed an issue where some variation could not be removed
• Booking Confirmation - resolve an issue with the booking confirmation required setting in Recurring Passes
• Prices - fixed an issue editing price of a session product and disabled entry of non-numeric values
• Venue Tagging - resolved issues with incorrect behaviour of creating a new tag
• Viewing Bookings - resolved an issue with filtering where the venue has overridden the product name

Reporting

• Date formats - resolved numerous issues with the date format in reports and exports
• Discount rounding - resolved an error with rounding on custom discounts
• Tax - updated logic to handle scenarios that resulted in variance in tax collected and gross revenue in Ledger Summary vs Revenue Recognition report
• Gift cards - fixed overstatement of gift card deferred revenue relating to cancelled gift cards without refund
• Attendance chart - resolved an issue for venues using reporting offset experiencing a time discrepancy in the attendance chart in Venue Manager > dashboard 

Other

• Transactions page - resolved an issue that prevented all rows from loading for some customers
• Invoice payments - updated the messaging when a customer attempts to pay a cancelled invoice to replace "This payment has already been received" with "This invoice is no longer valid"
• Gate server - added logic to handle error state that resulted in application crashes.
• Waivers - fixed an issue that prevented a waiver from being created with a custom form attached
• Custom domain checkout - changed default week start day to Monday for custom domain checkouts
• Gift card rounding - updated rounding logic for gift card order confirmation emails
• Discount redemption limits - added support for package products
• Invoice receipts - added support for email receipts for part-paid bookings
• Compulsory ticket qty - fixed an issue in online checkout that increased the number of tickets that had the same minimum quantity setting
• Logos - resolved issues with updates to brand logos failing to update some email templates and waiver PDF's in specific circumstances

Easily track payouts you receive in your bank account to funds processed, making ROLLER Payments reconciliation easier than ever.

When a payout from ROLLER Payments reaches your bank account, you want to know which trading days the payout is for. When multiple days of processing are grouped in a single payout, or when a particular transaction takes longer to settle, these common scenarios previously made reconciliation a very difficult and time consuming task. 

The new ROLLER Payments Payout export, makes reconciliation of payouts and monitoring of funds owed a breeze, saving you vast amounts of time and effort. It summarizes each day's net funds processed, then displays the corresponding dates that payouts of these funds have been initiated, the total funds paid out and still owing.

To use the new report, simply go to Reports in Venue Manager and open the ROLLER Payments Payout Export under the Transactions section. Select your date range of trading days to report on and wait for the CSV to download. 

This report is available to all customers using ROLLER Payments.

Learn more about using ROLLER Payments reports

Payment links can be sent to guests via text/SMS or email to quickly and securely collect booking payments. This feature is now enabled for all customers using ROLLER Payments, Worldpay, Braintree, Opayo, Adyen, PayULatam, BPoint, Payment Express or Payfort as their ecommerce payment gateway.

When a guest calls your venue to create a new booking or pay an outstanding balance, you can now send an instant payment link directly to them via email or text/SMS. Rather than asking guests to provide card details over the phone, the guest can securely pay on their own trusted device, via their preferred payment method, keeping all of their card details private. 

To send a payment link, simply view a booking with an outstanding balance in Venue Manager and:

1. Click “Take Payment”. 
2. Next, select email or SMS as the transmission method and enter the guest’s email or phone number before clicking “Send”. 

You’ll see live updates in the booking once the payment is received, and the guest will automatically receive their booking confirmation email. 

Payment links are commonly used when collecting payments for bookings made over the phone or via social media platforms. In addition to improving operational efficiency, venues will prevent chargebacks thanks to strong customer authentication built into the payment link and reduce their PCI compliance risk.

Learn more about sending payment links

We've rebuilt ROLLER's Locations user experience, and it's now called Resources. 

Managing capacity is key to any leisure or attraction business and this new user experience makes it simpler and more user-friendly to manage your Resources. We've also added two new booking rules to simplify the scheduling of certain products and experiences.

New interface

This new interface makes it easy to view all resources and identify the booking rules associated with each Resource. Resource groups can be expanded or collapsed and clicking on the Resource, or associated Products link opens the side panel to enable editing.

The list of Resources is also now searchable and filterable by booking rule.

New Booking Rules

We've added two new booking rules, Single Product and Single Ticket Type, to simplify session scheduling. These rules enable multiple products to be linked to a schedule and the first product or ticket purchased will define the product or ticket type of the session. 

For example, consider a Virtual Reality experience, the arena has a capacity of 8, but all participants have to play the same game. They offer the Battle of the Aliens experience, Zombie Patrol and also a Droids vs Survivors.

Currently, venues create schedules for each of these 3 games, but now the Single Product booking rule enables the assignment of all 3 game products to the same schedule. The first sale of a product for a session time defines that product to all other sales for that session.

So when a guest books 2 tickets online to play Zombie Patrol at 10:30 am, then the remaining 6 tickets at 10:30 am must also select this product for the session time to show available capacity.

Single Ticket Type works similarly, imagine a Laser Tag venue wants to prevent teenagers from playing at the same time as kids under 12. They can utilise this booking rule by creating different ticket types so that once an under 12 ticket is sold for a session, then only these under 12 tickets can be purchased in that session.

You can send payment links to guests via text/SMS or email to quickly and securely collect booking payments. 

When a guest calls your venue to create a new booking or pay an outstanding balance, you can now send an instant payment link directly to them via email or text/SMS. Rather than asking guests to provide card details over the phone, the guest can securely pay on their own trusted device, via their preferred payment method, keeping all of their card details private. 

To send a payment link, simply view a booking with an outstanding balance in Venue Manager and:

1. Click “Take Payment”. 
2. Next, select email or SMS as the transmission method and enter the guest’s email or phone number before clicking “Send”. 

You’ll see live updates in the booking once the payment is received, and the guest will automatically receive their booking confirmation email. 

Payment links are commonly used when collecting payments for bookings made over the phone or via social media platforms. In addition to improving operational efficiency, venues will prevent chargebacks thanks to strong customer authentication built into the payment link and reduce their PCI compliance risk.

This feature is available to all venues using ROLLER Payments. To implement or find out more, simply contact your account manager or support.

Learn more about sending payment links

Convenient and personalized guest experiences lead to increased engagement, trust, and sales growth for your business. To help personalize your marketing and create custom guest sentiment dashboards, we have now made GX Score response data available via our API.

API access to this data means you can create:

• Targeted win-back campaigns while a guest’s sentiment is low
• Upsell happy guests into a membership or high-value items
• Business intelligence dashboards to combine data from sales, bookings, location, weather, guest sentiment and other operational or financial performance data.

ROLLER’s new GX Score API endpoint is accessible by all venues that are using our API add-on and the GX Score in any capacity.

80% of customers say they will forgive a company for a mistake after receiving excellent customer service, so getting in touch with guests who had a negative experience is essential.

To maximize your chances of turning your critics into fans, we’ve updated the GX Score, allowing you to customize the staff recipients for all GX Score emails. 

This means you can ensure the right staff members are instantly notified of any critics and can easily monitor daily GX Score responses.

If you haven’t tried the GX Score yet, we have a FREE plan, new customers receive 30 days of free access to this and all paid features.

To grow your business and brand, you need to consistently deliver exceptional guest experiences and gaining clear visibility of guest sentiment across multiple venues is a challenge. 

To help overcome this, we’re introducing a GX Score overview for HQ Venues. 

At a glance, the new overview feature shows you:

• What guests think about their experience in each venue,
• How venue performance compares with one another,
• If negative guest experiences are being actioned, and
• Average response times to guest feedback

In a single view, you’ll have confidence that you’re delivering an exceptional guest experience regardless of how many venues you manage. This feature is now available for free for all HQ and GX Score subscribing venues at any subscription level!

If you haven’t tried the GX Score yet, we have a FREE plan, new customers receive 30 days of free access to this and all paid features.