What each panel shows
KPIs — Responses (count in the period), NPS, Avg CSAT (average of the 12 dimension ratings, 1–5), Challenge rate (% of guests who reported a challenge), and Staff praised (# who named a team member).
Dimension scores — average 1–5 rating for each of the 12 survey questions, sorted high to low; bar color highlights weaker areas.
NPS mix — share of Promoters (9–10), Passives (7–8), and Detractors (0–6); the center figure is the % of promoters.
Responses by property (corporate) — response volume per property, labeled with that property's NPS.
By guest segment (corporate) — responses and NPS per reservation type (Owner Week, Exchange, Online/OTA, etc.).
Top challenge themes (property) — the most-cited challenge types among guests who flagged a challenge.
AI Notables — automatically generated highlights for the current view: shifts, themes, and suggested actions.
Voices to action — the three highest- and three lowest-scoring individual surveys, with comment and date. Click any one to open the full survey.
Vs. portfolio (property) — this property's NPS, CSAT, and challenge rate against the portfolio average. Runs on de-identified aggregates only.
What triggers the flags & filters
Red flag — the guest is a Detractor (NPS 0–6). The reputation risks to reply to first.
Amber flag — the guest answered "Yes" to the survey's "Experienced challenges?" question but is still a Promoter or Passive (NPS 7–10). A fixable issue, not an unhappy guest.
No flag (—) — no challenge reported and not a detractor.
"At-risk only" filter — shows any survey that is a detractor or has the "Experienced challenges?" checkbox set to Yes.
Voices "Needs attention" — the lowest-NPS surveys in view (at a strong property these may still be passives).
How the metrics are calculated
NPS = % Promoters (9–10) − % Detractors (0–6).
CSAT = the average of the twelve 1–5 dimension ratings.
Challenge rate = % of guests who answered "Yes" to "Experienced challenges?".
Benchmark deltas compare the selected property against the full-portfolio figure.
Data notes
Built from the May 2026 sample (Lemonjuice post-stay program). Dates shown are the survey date — the sample carries no check-in/stay date. Guest names were de-identified before display and comments scrubbed of emails and phone numbers. Role scoping (corporate vs. property) is enforced server-side in production.
