Our mission? To help businesses be remarkable online!
AreTheyHappy gives you complete control over your online reputation, and one of the best ways to find out how happy your customers are is our tagging feature.
As you may already know, all customer interactions that come into AreTheyHappy are classified under 10 categories or Choice Drivers:
Food & Beverages
You can’t create new choice drivers, but you are totally free to create your own custom "tags" under every single one of those categories. You can make as many as you want.
Step 1: Create New Tags
Start by clicking on your settings in the top right of your screen, and select "Tagging" from the drop-down menu.
From there click on the orange create new tag button.
Then follow the steps:
Select a name for your tag
Select a restaurant choice driver (you can select several)
Select a sentiment
Think well about your tags because these will form the foundation of your reporting and therefore your team's learning.
Now, how do you use tags?
Go to your inbox.
Select a review.
Click on the tag icon and select a relevant tag. Voila!
Any tags you make will be saved in the analytics.
Why is tagging so important?
It's important to tag because tags make it easier to study business trends and customer feedback at the company level, but also the location level.
Then, at the end of each week/month, you can share your observations with the operations/the front line team and management. (See the 3 examples below.)
⚠️ User Note: AreTheyHappy keeps social and review feeds in the inbox for 2 months, following which these are purged. However, all items that are tagged are saved in AreTheyHappy's data warehouse.
How do you Analyze your results?
Go to the insights section, and then select Tags.
The first row of "widgets" shows (from left to right):
1. The overall sentiment of your customers;
2. The choice drivers or themes that people are most talking about; and
3. The most-used feedback channels.
In the example below, the overall sentiment is generally positive. The middle widget, shows us that the themes at the forefront of the customers' minds for this restaurant were the general experience, food, service, environment and value. Finally, the last widget on the right, shows you where your customers are most actively sharing reviews/feedback. For this restaurant, the two most important channels are Google and Tripadvisor.
The next row shows a big graph, wherein you can look at the number of tags for a particular period and the positive and negative sentiment for each particular choice driver.
The third row is a table which shows you the the evolution of all your tags. 35 people reported having a positive "Experience" in the establishment below. This is down 10 compared to the previous period.
Tips for creating useful tags
Use short tag names
Think hard before adding ‘great’ or ‘bad’ to a tag, as they may become harder to manage. The green, grey and red colour of the tags will tell you if the sentiment is positive, neutral or negative, anyway. Where possible, use general tags for a more overall view (Ex.: Experience +, Experience ±, Experience -)
Use specific tags to gain an in-depth view on topics that are relevant and unique to your business (Ex.: Outdoor seating, Live music, Woodfire pizzas)
Take guidance from your menu. For starters, main courses and dessert, you could create a tag for each one (Ex.: Starters +, Starters -, Main course +, Main course -, Desserts +, Desserts -).
If there are specific items that you are monitoring, i.e. key dishes, drinks etc. You should definitely create tags for those, too. It will help you measure the evolution trends.
Finally, don't be daunted. Creating tags is a process. You don't need to create them all at once, you can easily add new ones when you have the feeling that it’s an interesting topic to monitor.
Hope you found this useful! :)
Let us know if you have any questions, concerns or suggestions... or if you just feel like a chat! :)
Reach out to us via the chatbot at the bottom of your screen. We are here to support you! ️