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Customising AI Tone of Voice for Client Review Responses
This article outlines how to configure and test the AI Tone of Voice (TOV) feature within the Hive. Overview The AI Tone of Voice feature allows teams to tailor review response styles for clients, ensuring replies align with each brand’s ...
Exporting ShopMetrics Data from Partner Platform
Partner Contacts & ShopMetrics Logins
CX Orlando Dan Bradley <dbradley@cxorlando.com> URL: https://cxorlando.shopmetrics.com/auth/index.asp Username: hhgem Password: CX123 Multi-Value Sharon Degryse <sharon.degryse@multi-value.com> Gesani Meerhaeghe <gesani.meerhaeghe@multi-value.com> ...
Testing Partner Imports
For partners Second To None and Onion Insights, we are unable to test these ourselves and a ticket to the Product will be required to test these imports. For all other partners that use ShopMetrics: 1. Ensure you have the following Dotnet software ...
Client Terminations
1. If a Small Client, add a change form and change client status to ‘Offboarding’ following the steps required. 2. If they have visits, check for any visits scheduled after the agreed end date for services. 3. Email diners and cancel visits, ensuring ...

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Recruitment Process
Recruitment Process Have a potential new client with tricky/international locations? Drop us an email with the proposed locations and we can provide numbers of existing assessors and identify any problems we may encounter. If it is a new location, we ...
Common Visit FAQs
Visit requirements Can I order a mocktail instead of a cocktail? → Yes Can I order a different item if the one in the brief is not available? → Yes, please detail this in the report. Are diners able to order gluten-free alternatives for required ...
NSO - Adding new shops
New shops will be received into the Client Support desk. Each email will have an NSO form attached with all the relevant information we need. We need to open the NSO tracker spreadsheet which lives in the SharePoint > Z drive > Pret A Manger > NSO - ...
Common Appeals and Decisions
There are several common reasons for a report being appealed by the client: Error in scoring - the comment does not match the scoring. Site could not perform properly because of Ops/technical issues (short of staff, food/drinks deliveries, suppliers’ ...
Dynamic survey admin tool - how to enable pre- population of assessor survey question
James C would recommend using the 'Survey Logic' tab where you can set some logic to say when question value is 'x' then set value to another question, see Fairwood questionnaire for May 2021, I would not recommend default value as that can't be ...

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