Member Experience

The handover — what the evening needs the morning to know. These belong to the day rather than to any one service, so anybody filing tonight can write in them.

From the recaps your managers filed. Nights nobody filed anything for are not in it, so every average is over the nights that happened. The median is beside the average because a period containing one banquet has an average that describes the banquet.

Staff → Trade reports the same figures from the POS export. The two will differ: that counts every check the till rang, this counts the nights somebody filed a recap for.

Nights nobody filed anything for are not listed. A club that was shut did not take nothing — it did not open.

The post-function report, one per occasion. Against the BEO is covers attended against covers on the paperwork — the figure the banquet office is judged on and the one nothing else here holds. Only completed write-ups count towards it: a half-typed one is somebody mid-sentence, not a short night.

An occasion needs a name and a date, and nothing else — a manager who has just finished the Tuesday buyout types its name and starts writing. Outstanding is what the banquet office still has to chase, which is the one thing on this form with a deadline attached.

Net sales per trading day, shop and caddie apart. Days the shop did not trade are not drawn as zero.

Average score first — every rated answer on one 0–100 scale, so a middling reply moves it by its share of the replies. Then NPS, which does not behave like an average: one 9 out of 10 is +100, so each month says how many people answered. After those, the questions that survey actually asks: each line is named from its own template — an outlet that nominates its own survey is charted under its own questions, not the dining room's.

Dining scores from the surveys sent after a qualifying visit. Golf rounds are on their own screen; events are their own department.

From the POS export. Read from the visits themselves rather than from survey responses — somebody who ate here is a fact about the day whether or not they ever answered anything. The median check sits beside the average because one member entertaining twelve people on one card moves the average and nothing else.

Service Recap → Over time reports the same figures as filed by your managers. The two will differ: this counts every check the till rang, that counts the nights somebody filed a recap for.

Every active outlet over the selected period. Click an outlet to read its own scores and comments above.

Server scores from survey data. Composite = NPS (30%) + Service (30%) + Overall (20%) + Food (20%), each on 0-100. The board is ordered by composite score, and every row carries how many replies are behind it — a mean over five surveys is not a mean over twenty-six.

What your team said about their own shifts — anonymously. Answers are stored with no link to the person who wrote them, arrive in shuffled order, and are held back entirely until enough have come in that no single one can be traced back. Set one up in Settings → Staff survey occasions.

AI-generated training recommendations and recognition, based on server survey scores and guest comments for the selected period. Each action is assigned on generation to whoever owns the outlet the server worked most, the same way a case alert is — set that in Settings → Outlets.

Generated weekly on Fridays from survey comments across all outlets. Click "Generate now" to run analysis on-demand.

Generated weekly by AI from guest feedback. Priority-tagged, assigned to a person, tracked to completion.

Any response scoring low is flagged the same day it's received — not at month-end review. It is assigned and emailed straight away, and passed up if nobody resolves it inside the club's window — set both under Settings → Case alert rules.

One row per person rather than one per mention — the meeting asks who has been named, and fourteen rows in which the same three names appear is the same answer made harder to read.

Every member who had a bad visit, and what happened the next time they came in.

Longest wait first. A case marked resolved does not clear anyone from here — only their next visit does.

They came back and told us how it went. These are the ones the recovery rate is measured on.

Each member against their own rhythm, adjusted for how the rest of the club moved over the same weeks.

These are the fields the eligibility check and survey delivery use — same six as the CRM export.

Upload the club's membership export — matches the six required fields exactly.

Everyone below qualified on spend and hasn't been surveyed at that outlet inside its re-survey window. Send someone early, or remove anyone who shouldn't get one.

Log a visit manually — works for members, guests, commercial visitors, or anyone else.

All visits on record — from POS uploads and manual entry.

Every survey sent, pending, and completed — with delivery channel and response status. Answers are shown against the question each member was actually asked. A survey that never went out is listed as Not eligible.

Every SMS and email sent by the system — surveys and test messages.

Each index is scored 0–100 from the questions tagged to it.

Responses and NPS across the period.

Every server the period's replies name.

The net score hides its own make-up: a club with few detractors and one with many of both can net to the same number, and they need different work.

The same responses as above, cut finely enough to see when something changed.

Each outlet over the same periods — whether a score has drifted or dropped.

Of the surveys sent in this period, how many came back — by room, by week, by survey and by type of member. A survey belongs to the period it was sent in and counts as answered whenever the answer arrived, so a Friday send answered on Monday is a success rather than a miss.

Who the member was, and when they came in.

Every question in every template answered this period — including ones you added yourself, which are collected and reported here even though they move no index.

Scored separately from the outlets, and deliberately not part of the club indices.

Keeps surveys sending without anyone having to watch the balance. When credit falls below the trigger, the saved card is charged for the top-up amount.

Every top-up, refund and adjustment, newest first.

What credit is going out per day. A flat stretch means nothing was sent; a spike is usually an event blast.

Messages sent, by day and type. A day's surveys are grouped into one line rather than listed individually.

One file, once a day. Everything after this happens automatically. The day's golf tee sheet goes up on Golf — same job, other file.

Course conditions, pace of play, and pro shop scores from post-round surveys sent via tee sheet upload.

Measured in member-days, so somebody who ate twice after one round counts once.

Upload the day's tee sheet. The system extracts member IDs and names so you can review who will receive the golf survey before sending.

All golf surveys sent, showing member, date, and completion status. A round that never became a survey is listed as Not eligible.

The questions members see after their round live in Survey Builder, with every other survey the club sends.

Court condition, booking and overall scores from surveys sent after a game.

The booking export, as CSV or Excel. Cancellations are skipped, a member on two courts in a day is asked once, and a court booked for a day that has not happened yet is held back until it has.

Every game recorded, with the sport and court it was on. A booking that never became a survey is listed as Not eligible.

The questions members see after their game live in Survey Builder, with every other survey the club sends.

Each survey type uses its own question set. Members see the template attached when the survey is sent.

Exactly what goes out for this template — the same text the sender uses.

The cover page, drawn from the numbers below.

Plans the club chose to make, and cases it had to close. Kept apart.

Two colours and a mark. Set nothing and packs come out in Vero's palette.

What a reader would look for and will not find, with the reason.

One position per club, averaged across the loyalty, service, operational, response-rate and recovery rankings. It is an average of positions, not of scores — adding a 0-100 index to an NPS and an alert rate gives a number that sorts and means nothing. 100 is top of the group on everything the club qualified for. A club is left unranked on a metric until it has enough responses to rank honestly.

Rank, then the number, then movement against the previous period of the same length. Movement is signed so that green always means better — a falling alert rate reads as a gain, not a loss. Hover any figure for the sample it came from.

One line per club. A gap that is closing and a gap that is widening look identical in a table and obvious here.

The club table says which club is behind; this says where. A group's weakest outlets are often spread across two clubs whose own averages both look fine.

Each club keeps its own members, outlets, staff, surveys, sending credentials and prepaid balance. Nothing crosses between them except the comparison screens.

A new club starts with the group's survey templates and default send times copied in, and no outlets — those have to come from the club itself. Set Collecting since to the date it went live so comparisons do not rank it last for months it was never open for.

Everyone whose home club this is, plus anyone granted it explicitly. A grant may carry its own role — somebody can be F&B Director at their own club and read-only here. Nobody can grant access above their own level.

The name, the minimum spend that qualifies for a survey, how many days before a member can be re-surveyed, and which questions they are asked. Leave the questions on "Default for visit type" for ordinary dining; choose a template when an outlet needs its own, such as a racquets centre or a lesson. Who answers for the outlet is set below, under Case alert rules. Changes save automatically.

Who hears about a poor response, and who picks it up if nobody does. Auto assign to and email owns the case — it is assigned to them the moment the alert is raised and emailed straight to them, and it is the same person who gets the outlet’s weekly training plan and its coaching actions. Email also to is copied on the same message without owning anything. If unresolved is who it goes to once the clock above runs out; the clock starts when the member replied, not when somebody next signs in. Leave any of them on "Nobody" and the managers are told instead. Changes save automatically.

The blocks on the nightly recap, and who files each one. A service with nobody against it can be filed by anyone who can reach the screen — which is what lets a day close when the person who owns it is off. Turning one off stops it being asked for tonight and leaves every night already filed alone. Changes save automatically.

Front-line servers and waitstaff credited with sales — this is the list the Server dropdown offers when you log a visit, and who receives a shift survey. Separate from Team members above: a General Manager does not belong here unless they actually work the floor. A phone number or email is what makes someone reachable — anyone without either is credited for their sales but cannot be sent a shift survey. Edit a phone or email directly in the list; changes save as you leave the field.

Surveys are queued when shift data is uploaded and go out once a day at the time you choose here. Changing the time takes effect straight away — if the new time has already passed today, that day's batch goes out within a minute. Nothing is ever sent between 8 PM and 8 AM Eastern.

Ask a named group about a named night. Give it a name and a date, upload the roster or pick who worked it, then schedule it or send it now. Answers come back anonymously: they are stored with no link to the person who wrote them, and held back entirely until enough have come in that no single one can be traced back.

Staff who can be assigned case alerts and manage the system. Each role sees only what it needs. Adding someone here does not put them on the Servers list below — that is who gets credited with a cheque and sent a shift survey. Somebody who does both belongs on both.

One group of clubs at a time. Switching renames the clubs, their outlets, their servers and the members the demo seed created, and takes every other club out of the app — off the switcher, off Compare, out of every report and every scheduled send — so the two sets are never on screen together. Switching back brings home exactly the ones it hid. No visit, response, score, alert or date moves in either direction, so a demo rehearsed against these figures still shows them.

Create dashboard logins for team members. Only Super Admins and General Managers can manage accounts.