Happy guests visit more, spend more, and tell others - so delivering an exceptional guest experience is critical to sustainable business growth. 

To make it even easier for you to discover exactly what makes your guests happy, return and share with their family and friends, we’ve built a new Guest Insights dashboard  to enable you:

• Easily identify what guests love about your experience  and which areas need improvement
• Track changes in your guests’ sentiment over time
• Discover whether new product, service or facility initiatives and improvements have impacted guest satisfaction
• Understand the root causes of poor experiences, by analyzing aggregate performance, such as viewing data by day of the week, or top rating factors chosen by guests'

Gain confidence and take the guesswork out of delivering an exceptional guest experience. Subscribe to a paid plan of the GX Score and start using guest insights today!

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 before choosing a plan that works best for you.

You will now receive instant notifications for chargebacks the moment they are received, giving you more time to prepare a strong defense.

A chargeback occurs when a cardholder disputes a payment and contacts their bank asking for a refund. No business likes receiving a chargeback, but they’re an inevitable part of modern business and defending chargebacks is a simple but time-consuming process. Gathering supporting documents and evidence to build a strong defense can take a while, so the earlier you can start preparing, the better. 

ROLLER will notify you as soon as a chargeback is received, maximizing your time to build a strong defense. Additionally, ROLLER will notify you when a request for information is received. Requests for information are seen as a precursor to chargebacks, therefore successfully providing the requested information can prevent a chargeback and save you from chargeback fees.

If a chargeback is received, ROLLER will automatically notify the Primary and Billing Contacts for your venue by email. This email will include important information such as the reason for the dispute and the defense deadline, as well as a direct link to the booking in Venue Manager where you can see the guest and booking details needed to build your defense.

This feature is available to all venues using ROLLER Payments with no configuration required. Chargeback notifications will automatically be sent to the Primary and Billing Contacts as set in Venue Manager.

Learn more about managing chargebacks

ROLLER Payments customers can now leverage advanced machine learning and network signals to maximize recurring payment collection and prevent involuntary membership churn.

Dunning is the process of collecting your guests recurring subscription payments and recovering failed subscription payments. An intelligent and detailed dunning process is critical to minimize involuntary membership churn and maximize subscription revenue.

Recurring memberships provide venues with valuable and dependable revenue, resulting in higher guest lifetime value, build brand loyalty and encourage repeat visitation. 

ROLLER’s Smart Dunning leverages Adyen’s technology and network to maximize recovery. Adyen is recognized as the leader in the global payments industry, powering ROLLER Payments along with known brands such as Spotify, Uber, eBay, McDonalds and Groupon. Adyen’s vast network analyzes billions of transactions daily and uses machine learning to assess factors such as decline codes, card scheme and cardholder information in order to determine the optimal times to trigger a payment attempt.

To enable Smart Dunning for your venue, log in to Venue Manager and navigate to Settings > Integrations > ROLLER Payments. Here you can enable Smart Dunning and set the payment recovery period. When enabled, Smart Dunning will commence after a second unsuccessful attempt by ROLLER to process payment. It will be executed automatically as a background task by Adyen, allowing you to focus on other areas of your business instead of chasing payments.

This feature is available to all venues using ROLLER Payments and can be enabled within Venue Manager. Additional fees apply starting from $2 USD per successfully recovered payment via Smart Dunning. For more pricing information contact ROLLER Support.

Learn more about Smart Dunning

We’ve made an enhancement that enables existing members to utilise new discounts added to an existing membership offering so that all members receive the new benefits regardless of when they signed up.

Previously when a membership offering was updated, any changes were only reflected for new members that purchased after the change of benefit was applied and did not enable current members to redeem the benefit.

These new enhancements give you the flexibility to make changes to your membership offering with the peace of mind that any changes will apply to all current and future members, while allowing your members to continue making full use of their membership benefits.

 You can now simplify your schedules and provide greater flexibility for guests by setting maximum booking limits per session start time.

Staggered schedules are commonly used for experiences such as parties to optimise guest experience, ensuring there is capacity to provide  guests the attention they deserve. Previously venues needed to set up complex schedules with different locations assigned to each session time in order to achieve this, however we’ve now made it possible to achieve this with a single schedule using ROLLER’s new booking limit setting.

When managing schedules in Venue Manager, you can now set a maximum booking limit either in bulk or for individual session times. When a guest visits the online checkout, ROLLER will use this booking limit to automatically determine which session times are available for purchase or hide any session times where the limit has already been reached.

An added benefit of this new setting is the ability to simply reallocate bookings between Locations in Venue Manager.

This feature is available now to all venues and subscription plans. To implement per session booking limits, simply login to Venue Manager and update your existing schedules.

Learn more about managing schedules

Greeting guests by name, confirming their dietary requirements and their booking details helps you to make guests feel valued and return to your business – this is especially true for party or group bookings. 

Forms can be used to capture a wide range of additional information from guests during the Online Checkout process, however up until now this captured data has only been available to view in Venue Manager. To help you provide a personalized guest experience, ROLLER has now made guest form responses available at every Point Of Sale device.

When a guest arrives at your venue, simply view their booking and you’ll immediately able to view important additional information captured via form responses. This additional information helps you to quickly view all selections, preferences and information related to their booking, and provide them with an exceptional guest experience.

This feature available to all venues and subscription plans, no configuration is required and forms will automatically be displayed in POS for all bookings, past and future.

Learn more about viewing form responses

The following updates, enhancements and fixes have been deployed:

Bookings 

• Replacing Products - Resolved an issue where replacing products on a booking in POS playground lost the ability to take a payment.
• Roles - Resolved an issue where all roles in some venues were being removed from a booking when a booking was adjusted in POS.
• Daily Capacity - Resolved an issue where a cancelled booking still held a slot in daily capacity.
• Payment - Fixed an issue were fully paid bookings showing part paid, overpaid and unpaid status incorrectly.

Memberships

• Bookings - Fixed an issue where membership bookings in some venues were created with no tokens. 
• Discount - Resolved an issue where a membership discount was not working and charged a discount amount on subsequent recurring payments. 
• Details Template - Fixed a background colour on the membership details template. 
• Quantity Selector - Resolved an issue where the quantity selector arrows caused the total not to increase when redeeming codes/memberships.

HQ

• Settings - Resolved an issue where HQ role settings were showing translation keys.
• Permissions - Resolved an issue where HQ venue product permissions were not retaining settings after saving.

Other Issues 

• Pin - Resolved an issue where the manager pin was required for tips exceeding 25%.
• Calendar View - Fixed an issue where the calendar view was not displaying colours and was distorted when the flyout was open.
• Inbox - Resolved an issue where the inbox was not showing any results. 
• Global Search - Fixed an issue where the global guest search bar was not working. 
• Products - Fixed an issue where creating a standard product with invalid dates was allowing you to save and publish products. 
• Campaign Monitor - Fixed an issue where Campaign Monitor automatic sync had stopped. 
• Payments - Resolved an issue where a duplicated transaction in Bpoint was producing a single booking.
• Revenue Recognition - Resolved an issue where the revenue recognition was showing incorrect account receivables.
• Capacity - Fixed an issue where blocking capacity through the blocked capacity page causes the products to still be available online.
• Passes - Resolved an issue where standard passes were attached to locations calculating availability incorrectly. 
• Referrals - Fixed an issue where the "Learn more" link was not opening in the referral modal. 
• Guest Record - Fixed an issue where the postcode and default country was not creating a guest record in POS. 
• Checkout - Resolved an issue where time slots on different dates could not be selected on the online checkout
• Discounts - Fixed an issue where discount codes were applied to individual products rather than the transaction total.
• Confirmation Email - Resolved an issue where you were unable to upload PDFs in the order confirmation email template.
• Waivers - Fixed an issue where historical waivers for some venues were not expiring.
• Checkout - Fixed an issue where the validate email on the online checkout was not working.
• Mobile Check-In App - Resolved an issue when logging out of the mobile check-in app that did not show the login screen until another action was taken. 
• Windcave - Fixed an issue where a Wind Cave swipe only transaction was not able to be completed.
• POS - Resolved an issue where a POS operator role was unable to see POS Activity. 
• Express Check-In - Fixed an issue where there was difficulty pressing the view package button after scans on the express check-in. 

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

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