Collecting guest feedback is critical to success in any business, especially our leisure and attraction venues. To help you understand guest sentiment and improve the experience you provide them, we’ve relaunched the Guest Experience Score with all-new subscription plans including a free plan.

In the free plan, you’ll receive up to 50 survey responses a month and access to core features including:

• Automatic sending of surveys
• The ability to share surveys via a URL or QR code
• Offering incentives (such as discount codes) to guests
• Daily guest experience score updates, and
• Seamless integration between guest feedback and booking data

Activating the Guest Experience Score is super simple, just log into Venue Manager, navigate to Guests and GX Score, then follow these prompts.

Once you’re happy with the settings, you can click to “start sending surveys”, and guests will automatically be sent a survey after their visit.

You will also have unlimited access to the entire Guest Experience Score tool for your first 30 days, which means there will be no limits on responses or the features you can use.

After this 30 days, you’ll continue to have free access to the Guest Experience Score and you can upgrade at any time to obtain more guest responses and access all the Guest Experience Score features.

If you’re not already using the Guest Experience Score, you’ll be amazed at the improvements it can make to your business. The free plan is a fantastic opportunity for you to automate guest feedback, understand guests’ perception of your experience, and align staff with guest satisfaction - all at no additional cost. 

Give it a go today!

Learn more in our Help Center

To help you capture valuable contact information from your guests, and improve their experience, we’ve now added the ability to email receipts to guests.

When a guest makes a purchase from the point-of-sale, simply click the option to email a receipt, select a guest by entering their email, and ROLLER will automatically email them a receipt.

If you don’t already have a record of your guest, you can simply create a new one from your point of sale screen.

Collecting guests’ contact information not only provides you with an opportunity to drive repeat business by emailing guests promotions but also serves to collect valuable feedback via the Guest Experience Score.

This is free and available to all customers. To enable this feature, simply login to Venue Manager, navigate to Apps, POS, Settings, then select Receipts can be emailed from POS from the receipt settings section.

Learn more about emailing receipts from POS

The following updates, enhancements and fixes have been deployed:

POS

• Booking Holder - Resolved an issue where the booking holder was not visible after clicking the back to sale button in POS.
• Refunds - Fixed an issue where a refund via POS was not refunding the tax amount. 
• Date Picker - Fixed an issue where the date indicators were positioned incorrectly in a POS cart. 
• Codes - Resolved an issue where the postcode and default country was not creating a guest record in POS. 
• Authorization pin - Resolved an issue where the overbooking warning issue that allowed a POS Operator to overbook without an authorization pin.

Payments 

• 3DS Moto transactions -  We fixed an issue "processing" 3DS Moto transactions.
• Sofort transactions - Resolved an issue where sofort transactions were displaying as unknown on ROLLER Payments Invoices and reports. 

HQ 

• Sync - Fixed an issue where the 'Sync HQ categories' button existed in the Product categories page but not in the HQ main venue.
• Tags - Fixed an issue where HQ tags were not saving on a select number of venues.

Locations 

• Confirmed bookings - Resolved an issue where locations were missing from confirmed bookings in Venue Manager.
• Time slots - Fixed an issue where time slots on different dates could not be selected on an online checkout for one person. 

Memberships 

• Design - Fixed a small design issue in membership discounts in Venue Manager. 
• Recurring payments - Fixed an issue where recurring payments were not being charged for daily memberships. 

Custom Domain

• Minimum Period- Resolved an issue where the minimum period label was not showing properly in the custom domain checkout. 
•  Success page - Fixed an issue where the custom domain success page redirect was causing a cloudfront error.

Other Issues

• Guest Creation - Fixed an issue where the waiver status and guest created status were not showing.
• Daily Capacity - Resolved an issue where a cancelled booking still displayed within daily capacity. 
• Online Checkout - Resolved an issue when multiple discounts were applied in the online checkout totalling over 100% for a single product, the fees and discounts were incorrect. 
• Global Search - Resolved an issue where the booking date on the global search bar was incorrect and showed the day before the actual booking date.
• Sessions - Resolved an issue where session dates appeared above the dropdown calendar.
• Staff Roles - Fixed an issue where custom staff roles could not delete and edit staff members or edit their PIN codes. 
• Reporting - Updated the text when no data appears on reports. 
• Bookings - Resolved an issue where a booking could be refunded and cancelled but there was no record of it in the revenue recognition report.  
• Wallet - Resolved an issue where you could not edit or create a new wallet.
• Daily Capacity - Resolved an issue where changing dates in daily capacity didn’t refresh the page. 
• Products - Fixed an issue where the product grid 'product type' filter was showing 'All' when it was filtered.
• Packages - Fixed an issue where you could not check in a package ticket when 'only print package ticket' meta was enabled.
• Gift Cards - Resolved an issue when issuing a gift card in Venue Manager failed credit card payments were still creating a booking and triggering emails.
• Waivers - Fixed an issue where the "Waiver required before purchase" was not working when waiver-attached product was contained within a package. 

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

To help you support a broader customer base, we’ve added translations for French, German, Spanish, and Dutch in the Guest Experience Score survey.

This means that guests who take the Guest Experience Score survey will now be shown survey questions in the language that’s native to their browser.

If a user's language is not supported, the survey will default to your venue’s language settings, and finally English. 

Alternatively, if the guest's language is incorrectly configured in their browser, they can also select their preferred language from this selector.

Learn more about the GX Score language support

This month we’ve released a fantastic new integration with Intercard, a world-leading cashless technology provider for Family Entertainment Centers.

ROLLER’s integration makes managing your arcade machines easy by allowing you to: 

• Complete purchases of cash, bonus cash or time, and assign them to Intercard RFID cards
• Check card balances
• Top-up cards with additional value

You can do all of this directly at any ROLLER point of sale device.

To create a product to be assigned to a cashless card, simply log into Venue manager, navigate to Products, then Create product. 

Select Cashless card, enter the details of your product to be sold, and select what type of purchases you’d like to be able to make. This might be a set dollar amount, a time limit, or an open value – allowing guests to choose a custom amount from a pre-defined range upon purchase.

You can provide offers that include bonus cash, by adding a higher redeemable value to the card than purchase price. For example, a guest receives $20 in arcade value, when they purchase a $10 top-up. 

Once you’ve completed the product setup, click Save and publish. The product will be ready for sale. You can then add the product to a point of sale device and start selling.

To sell a cashless card or top-up funds, simply log into your point of sale device, navigate to Cards, select the product requested and scan the Intercard via a connected RFID reader.

To check a balance, simply log into your point of sale device, navigate to Search and scan the Intercard via the reader and available balances are displayed.

To implement or find out more about the Intercard integration, simply contact your account manager or support. 

Learn more about:

• Creating cashless cards
• Selling cashless cards in POS

We’ve added new user permissions to provide you with greater control over access to reports within Venue Manager.

Previously, staff were only able to access all reports or no reports. With this update, you can now enable staff members to access specific categories of reports including:

• Summary reports
• Sales reports
• Transaction reports
• Guest reports
• Operation reports 
• Accounting reports

Administrators and managers have access to all reports by default, and if you’re on a Pro plan and above, you can create more flexible user permissions by configuring Custom Roles via Venue Manager.

To configure user permissions for reporting, simply log into your Venue Manager, navigate to Settings, Staff, then Roles.

Select the role you would like to configure, then scroll down to the new Reporting section. Select what type of access you’d like to give to the user and click Save. 

Learn more about user permissions for reporting

The following updates, enhancements and fixes have been deployed:

Bookings 

• Locations - Resolved an issue where some venues were getting an error when booking a party location. 
• Adding to tickets - Fixed an issue where some venues were unable to add additional tickets to existing bookings.
• Booking deletion - Resolved an issue where you were unable to delete bookings when the "Can delete bookings" permission is enabled with a role was enabled

Reporting 

• Downloads - Resolved an issue where reports could not be downloaded for venues in the EMEA region. 
• Booking - Fixed an issue where the discount name column in the Discount by Booking Report was showing incorrect data.  

Venue Manager

• Date Parameter - Resolved an issue relating to the URL date parameter "Start on a set date" for checkouts on a custom domain
• Search - Fixed and issue where certain characters would break in the Venue Manager search 

Emails 

• Confirmation email - Resolved an issue where the confirmation email was not being triggered when an online booking was fully paid via an invoice. 
• Inbox - Fixed an issue relating to inbound and outbound email deliverability.

Other Items

• Calendar - Fixed an issue where the default calendar view was not retaining product selections
• Locations - Resolved an issue where locations were missing from confirmed bookings in Venue Manager
• Playground - Fixed an issue where you could not create a POS device in Playground. 
• HQ - Resolved an issue where HQ Staff could not search for bookings in some venues they have access to.
• POS - Fixed an issue where the date indicators were positioned incorrectly in a POS cart
• Discounts - Resolved an issue where archived discounts had come back to the active discount list. 
• Daily Capacity - Fixed an issue where the daily capacity redemption view showed different data when hovering over a capacity block.
• Memberships - Resolved an issue where  changes made to purchase limit settings were not being saved at the product level.
• Products - Fixed an issue where the product categories were showing GL code warnings
• ROLLER Payments - Resolved an issue where no devices were registering against POS product categories refunds to credit cards.
• Windcave - Resolved an issue where venues were unable to integrate any new Windcave HIT card terminals. 
• Orders - Resolved an issue where the Venue Manager order tab was not recalculating the total correctly when membership discount was applied. 
• Fiskaly - Fixed an issue where Fiskaly's signature was taking too long to process and print receipts. 

We’ve fixed a few issues and added some enhancements to your playground environment.

Some customers have experienced issues with accessing features in their playgrounds that are restricted to Pro and Enterprise plans. 

We’ve updated all playground venues to access all Enterprise level features so that you’ll now have unlimited access to ROLLER features, allowing you to experience and test features regardless of what plan you are on. 

We’ve also fixed a few infrastructure issues that affected some Playground environments following recent upgrades.

Last year we launched a new tool called The Guest Experience score to help you collect, analyze, and action guest feedback. Many of you have shared fantastic stories of how simple it has been to set up, collect a constant stream of valuable feedback and action changes.

Venues have shared how this feedback has helped identify opportunities to improve their customer service processes, food and beverage offer, facilities, and even decrease their negative public online feedback by 20%.

To take the guest experience score a step further, we’ve now added a new feature to help amplify positive guest feedback. 

When guests leave positive feedback via the Guest Experience Score, we’ll automatically prompt them to quickly share their feedback with public review sites like Facebook, Google, Tripadvisor, and Yelp. 

This helps you to add social proof, convert more prospective guests into paying guests and improve your organic Google search rankings.

To add your social media profiles, simply navigate to Settings > GX Score then scroll down to Public reviews.

Once this configuration is completed, Guests who provide positive feedback will automatically be prompted to share this to your public review sites.

This feature is available now to all Guest Experience Score customers.