Our team have been busy this month with some of the latest feature improvements we've rolled out,

Release Note:  ServiceNow Integration for Guest Complaints

Overview

This release introduces a tailored integration between Yumpingo and the ServiceNow platform, ensuring guest complaints are captured as ServiceNow cases. The integration enables the Guest Relations team to review and respond to guest issues directly within ServiceNow, streamlining recovery workflows and ensuring timely action.

New Feature: ServiceNow API Integration for Complaints

Guest complaints submitted via the Yumpingo survey are now sent directly to ServiceNow as structured case data using the ServiceNow API. The complaints page has also been enhanced to collect richer guest information, improving data quality and response context.

How It Works

The Complaints Pagein the review flow is used to collect guest email addresses and complaint details

• Only complaints meeting the configured NPS threshold (e.g. NPS 1–3) are forwarded to ServiceNow

• Case fields in ServiceNow are automatically populated using Yumpingo review data (e.g. guest email, NPS score, brand, venue, time)

• The integration is designed with flexibility:
• NPS criteria triggering the complaint can be changed
• Free-text fields can be made optional or mandatory

How It’s Set Up

✔️ The NPS threshold is configurable within the Complaints Config Screen.

✔️ The threshold applies across both:

• Devices
• Web App
  

This update provides businesses with control over when a Complaint is triggered, ensuring a more flexible and tailored approach to collecting guest feedback.

When - Available Now

How - As a request to [email protected] or your Customer Success Manager

Cost - POA

Release Note: Composed Chart Widget (Bar + Line Chart)

Overview

This update introduces a new Composed Chart Widget that combines bar and line visuals, giving users clearer comparison insights across regions, MDs, and brands. It expands on the existing “comparison chart” functionality by offering both group-specific values and aggregated averages in a single widget.

New Feature: Bar + Line Composition

A new widget is available that uses:

• Bars for selected groups (e.g. Regions, MDs)
• A trend line for comparison (e.g. regional or brand average)

How It Works

• Users select a list of regions or MDs (venue groups or brands).
• Each bar represents the Venue groups.
• The line shows the average across those selected values.
  • E.g., if all regions are selected, the line shows the total brand average.
  • If all MDs in a single region are selected, the line shows the regional average
• Works similarly to the “NPS over time” chart, now with enhanced visuals

 Works with:

• Venue Group Type 1 vs Brand
• Venue Group Type 2 vs Venue Group Type 1
  • Bars show individual values, line shows dynamic comparison average
  • Fully supported in Widget Builder

When - Available Now

How - Within all your reports

Cost - Free update, included with the platform

If you have any questions or require any further information please reach out to our customer success team ([email protected]).