Analytics: complete guide to sections and metrics

About

Insights is the feature that provides real-time metrics for hotels. It gives data on user behavior, transactions made during a guest's stay, and revenue generated. This article explains the Analytics tab and its sections and metrics.

Before getting started

• Make sure you have access to Insights > Analytics. You can access the Insights feature directly from the CMS. Log in to the CMS > Click on Insights (in the top menu with the blue background) and once inside, click on the Analytics tab.
• Ensure the property has had users who have accessed the guest app. Otherwise, no data will display.
  
  

Introduction to the side navigation menu

Inside Analytics, you will see a sidebar menu with different sections.

1. Users. Provides data on the users of the app or apps. It shows how many different people use the guest app during the selected period, including both new and returning users.

2. Transactions. Here you can view metrics and information about the transactions carried out for services or products through the apps.

3. Revenue. Gives information on the revenue generated by products or services with an assigned price. You can access data about the economic results of the bookings and orders made through the app.

4. Behaviour. This section displays data on how users use the guest app. Here you will find data on the number of sessions, the number of pages visited per session, viewing time, or bounce rate, as well as the most visited pages and those with the most clicks.

 

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Users section

Shows information of users who access the guest app.

1. Overview

This subsection displays data on users who access the guest app, grouped by different parameters. To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways:

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year
  
  

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year
  
  

Option 3: Show data grouped by different parameters

In the Group by field, you can choose different parameters to group the displayed results. You can choose the following options:

• Apps: Shows the number of users who access the guest app, grouped by active apps. You can have a native app, a web app, or both.
• Country: Shows the number of users who access the guest app, grouped by the country from which the access occurs.
• Device type: Shows the number of users who access the guest app, grouped by device type. This can be a mobile phone, desktop, or tablet.
• System: Shows the number of users who access the guest app, grouped by the device's operating system. This can be Android, Mac, Windows, or Linux.
• User status: Shows the number of users who access the guest app, grouped by user status. The status can be:
  • Logged: These are users who have logged in to the guest app.
  • Non-logged: These are users who have not logged in to the guest app.
    
    

Step 2: Visualize the data

Once you configure the three options for displaying user data, the results will change based on your selections. The user data is divided into three sections:

1. Total unique users

This section displays the number of users browsing the app during the selected period. The data is presented in different formats:

→ In a table. Here you will see the results in a table format, grouped according to the Group by option you selected. Each group is represented by a different color.

• The table rows are the different groups.
• The first column shows the group.
• The second column shows the number of users.
• The third column shows the positive or negative percentage change compared to the period you selected in the Compare to field.

→ In a donut chart. Here you will see the data in a donut chart format, grouped according to the Group by option you selected. Each group is represented by a different color.

2. Daily unique users

This section shows the number of unique users per day. The data is presented in different formats:

→ In an area chart. This chart shows the number of users per time period. The time period depends on the option you selected in the Date range field. The data will appear grouped according to the Group by option you selected. Each group is represented by a different color.

→ In a table. Here you will see the results in a table format, grouped according to the Group by option you selected. Each group is represented by a different color.

• The table rows are the different groups.
• The first column shows the group.
• The second column shows the percentage of users.

3. Daily new users

This section shows the number of first-time users per day. The data is presented in different formats:

→ In an area chart. This chart shows the number of users per time period. The time period depends on the option you selected in the Date range field. The data will appear grouped according to the Group by option you selected. Each group is represented by a different color.

→ In a table. Here you will see the results in a table format, grouped according to the Group by option you selected. Each group is represented by a different color.

• The table rows are the different groups.
• The first column shows the group.
• The second column shows the percentage of users.
  
  

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

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2. Acquisition

The Acquisition subsection provides data on how users access the app for the first time. Users can access the guest app through different links (which are often displayed via QR codes in various parts of the hotel) that are configured in My app > Promote your app > Custom links.

For example, a guest can use a QR code in a room to access room service, or use a QR code in the lobby to view hotel activities. A guest can access the guest app for the first time through these different links.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways:

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data grouped by App

In the Filter by field, you can select which data you want to see based on the different STAY products you have (e.g., native app, web app, or Lobby touch).

Step 2: Visualize the data

Once you configure the three options for displaying user data, the results will change based on your selections. The user data is shown in one section:

1. User acquisition locations

This section displays locations from which applications are accessed for the first time. The data is presented in different formats:

→ In a table. Here you will see the results in a table format.

• The table rows are the different links through which users can access the guest app.
• The first column shows the Link location. This is a physical place where the link is displayed within the hotel, such as elevators, the lobby, pools, restaurants, or the spa.
• The second column shows Link type, This is the medium used to share the link, such as an email, NFC, a QR code, an SMS, or the hotel's website.
• The third column shows the number of users for each link.

→ In a donut chart. Here you will see the data in a donut chart format, grouped according to the location of each link. Each group is represented by a different color.

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

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Transactions section

Here you can view metrics and information about the transactions carried out for services or products through the apps. All transactions are counted, whether confirmed or canceled, and with or without a price.

1. Overview

This subsection displays data on transactions made through the guest app. To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data grouped by different parameters

In the Group by field, you can choose different parameters to group the displayed results. You can choose the following options:

• Apps: This refers to the different apps through which transactions are made. Keep in mind that in addition to the apps you have (Native or Web app), the CMS will also appear here, since hotel staff can make transactions through the CMS, such as adding an order or a request.
• Service type: This refers to the different STAY features through which transactions are made (e.g., Restaurants, Spa, Room service, Amenities, Concierge chat, Kids club...).
• User type: This filter has four values:
  • Guest: in-house guests who use a service.
  • External guest: guest staying at another property with a shared facilities agreement. This term is used to distinguish them from in-house guests.
  • Pre-guest: User who has a reservation in an establishment, but is still not staying (has not done the check-in, does not have a room assigned).
  • Visitor: Refers to people that are not staying at the hotel who use a service on an occasional basis.

Step 2: Visualize the data

Once you configure the three options for displaying transactions data, the results will change based on your selections. The data is divided into two sections:

1. Daily transactions.

This section displays all transactions are accounted for, confirmed and cancelled, priced and unpriced. The data is presented in different formats:

→ In an area chart. This chart shows the number of transactions per time period. The time period depends on the option you selected in the Date range field. The data will appear grouped according to the Group by option you selected. Each group is represented by a different color.

2. Transactions per group

This section shows the number of transactions per the option you selected from the Group by dropdown. This means you'll see transactions grouped by App, Service type, or User type. The data is displayed in one format:

→ In a table. Here you will see the results in a table format, grouped according to the Group by option you selected. Each group is represented by a different color.

• The table rows are the different groups.
• The first column shows the group.
• The second column shows the number of transactions made and the percentage change compared to the period you selected in the Compare to field. This value can be positive (if the percentage has grown, it's shown in green) or negative (if the percentage has decreased, it's shown in red).

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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2. Services

This section displays data on transactions made within the different services created inside a feature. It shows data for services that are configured as orderable or reservable through the app.

To best use this data, follow the steps below:

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways:

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data filtered by service

In the Filtered by field, you can choose from the dropdown all the STAY features that let users make service transactions.

• All: See transactions from all services.
• One service option: See transactions for only the selected service.
• More than one service option: See transactions from multiple services.

Step 2: Visualize the data

Once you configure the three options for displaying transactions data, the results will change based on your selections. The data shown in one section:

1. Transactions per service

This section displays all transactions made by service. The data is presented in one format:

→ In a table. Here you will see the results in a table format.

• The table rows represent the different services created within the features.
• The first column shows the Service name.
• The second column shows Service type, which is the name of the feature where the service was created.
• The third column shows the number of transactions and a percentage value that indicates the change compared to the period selected in the Compare to field. This value is shown in green for a positive change and red for a negative change.

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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3. Products

This section displays data on transactions for products from different catalogs that are orderable (i.e., not informational catalogs). For example, it will record data on the number of items ordered in a room service catalog.

To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data filtered by service

In the Filtered by field, you can choose from the dropdown all the STAY features that let users make service transactions.

• All: See transactions from all services.
• One service option: See transactions for only the selected service.
• More than one service option: See transactions from multiple services.

Step 2: Visualize the data

Once you configure the three options for displaying transactions data, the results will change based on your selections. The data shown in one section:

1. Transactions per product.

This section displays all transactions made by product. The data is presented in one format:

→ In a table. Here you will see the results in a table format.

• The table rows represent the different products that are in the catalogs.
• The first column shows the product name.
• The second column shows the template name. When creating a product, you have the option to start from scratch or use a template; if a template was used, its name will appear here.
• The third column is the service to which the product's catalog belongs.
• The fourth column is the number of transactions made and a percentage value showing the change compared to the period selected in the Compare to field. This value is shown as a percentage and can be positive (in green) or negative (in red).

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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4. Template products

This subsection displays data on transactions for products from different catalogs that are orderable (i.e., not informational catalogs) and were created from a template, not from scratch. For example, it will record data on the number of items ordered in a room service catalog.

To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data filtered by service

In the Filtered by field, you can choose from the dropdown all the STAY features that let users make service transactions.

• All: See transactions from all services.
• One service option: See transactions for only the selected service.
• More than one service option: See transactions from multiple services.

Step 2: Visualize the data

Once you configure the three options for displaying transactions data, the results will change based on your selections. The data shown in one section:

1. Transactions per product.

This section displays all transactions made by product. The data is presented in one format:

→ In a table. Here you will see the results in a table format.

• The table rows represent the different products that can be in the catalogs.
• The first column shows the template name.
• The second column shows the service type, which is the name of the feature where the product's catalog is located.
• The third column shows the number of transactions and a percentage value that indicates the change compared to the period selected in the Compare to field. This value is shown as a percentage and can be positive (in green) or negative (in red).

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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Revenue section

This section shows metrics and information about the revenue generated by reservations and orders made through the guest app. Note that only confirmed and priced transactions are accounted for.

1. Overview

This subsection displays data on revenue made through the guest app. To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data grouped by different parameters

In the Group by field, you can choose different parameters to group the displayed results. You can choose the following options:

• Apps: This refers to the different apps through which transactions are made. Keep in mind that in addition to the apps you have (Native or Web app), the CMS will also appear here, since hotel staff can make transactions through the CMS, such as adding an order or a request.
  
  
  
  
• Service type: This refers to the different STAY features through which transactions are made (e.g., Restaurants, Spa, Room service, Amenities, Concierge chat, Kids club...).
• User type: This filter has four values:
  • Guest: in-house guests who use a service.
  • External guest: guest staying at another property with a shared facilities agreement. This term is used to distinguish them from in-house guests.
  • Pre-guest: User who has a reservation in an establishment, but is still not staying (has not done the check-in, does not have a room assigned).
  • Visitor: Refers to people that are not staying at the hotel who use a service on an occasional basis.

Step 2: Visualize the data

Once you configure the three options for displaying revenue data, the results will change based on your selections. The data is divided into two sections:

1. Daily revenue

This section displays data for confirmed and priced transactions only. The data is presented in different formats.

→ In an area chart. This chart shows the number of transactions per time period. The time period depends on the option you selected in the Date range field. The data will appear grouped according to the Group by option you selected. Each group is represented by a different color.

2. Revenue per service type

This section shows the number of transactions per the option you selected from the Group by dropdown. This means you'll see transactions grouped by App, Service type, or User type. The data is displayed in one way.

→ In a table.Here you will see the results in a table format, grouped according to the Group by option you selected. Each group is represented by a different color.

• The table rows are the different groups.
• The first column shows the group.
• The second column is Total TXN (Transactions): These are reservations or orders, including both completed and canceled transactions, whether they have a price or not.
• The third column is Revenue TXN: Unlike the previous value, only confirmed and priced transactions are accounted for here.
• The fourth column is Revenue: This is the amount of revenue, in the currency selected in the CMS, that has been generated from Revenue TXN. This means it includes only completed (not canceled) transactions with an assigned price.

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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2. Services

This subsection displays data on revenue transactions made within the different services created inside a feature. It shows data for services that are configured as orderable or reservable through the app.

To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data filtered by service

In the Filtered by field, you can choose from the dropdown all the STAY features that let users make service transactions.

• All: See transactions from all services.
• One service option: See transactions for only the selected service.
• More than one service option: See transactions from multiple services.

Step 2: Visualize the data

Once you configure the three options for displaying transactions data, the results will change based on your selections. The data shown in one section:

1. Revenue per service

This section displays all transactions made by service. The data is presented in one format:

→ In a table. Here you will see the results in a table format.

• The table rows represent the different services created within the features.
• The first column shows the Service name.
• The second column shows Service type, which is the name of the feature where the service was created.
• The third column is TXN. These are reservations or orders, including both completed and canceled transactions, whether they have a price or not.
• The fourth is Revenue TXN. Unlike the previous value, only confirmed and priced transactions are accounted for here.
• The fifth column is Revenue. This is the amount of revenue, in the currency selected in the CMS, that has been generated from Revenue TXN. This means it includes only completed (not canceled) transactions with an assigned price.

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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3. Products

This subsection displays data on revenue transactions for products from different catalogs that are orderable (i.e., not informational catalogs). For example, it will record data on the number of items ordered in a room service catalog.

To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data filtered by service

In the Filtered by field, you can choose from the dropdown all the STAY features that let users make service transactions.

• All: See transactions from all services.
• One service option: See transactions for only the selected service.
• More than one service option: See transactions from multiple services.

Step 2: Visualize the data

Once you configure the three options for displaying transactions data, the results will change based on your selections. The data shown in one section:

1. Revenue per product.

This section displays all transactions made by product. The data is presented in one format:

→ In a table. Here you will see the results in a table format.

• The table rows represent the different products that are in the catalogs.
• The first column shows the product name.
• The second column is the service to which the product's catalog belongs.
• The third column is the service type.
• The fourth column is TXN. These are reservations or orders, including both completed and canceled transactions, whether they have a price or not.
• The fifth is Revenue TXN. Unlike the previous value, only confirmed and priced transactions are accounted for here.
• The sixth column is Revenue. This is the amount of revenue, in the currency selected in the CMS, that has been generated from Revenue TXN. This means it includes only completed (not canceled) transactions with an assigned price.

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

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4. Template products

This subsection displays data on revenue transactions for products from different catalogs that are orderable (i.e., not informational catalogs) and were created from a template, not from scratch. For example, it will record data on the number of items ordered in a room service catalog.

To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 2: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Option 3: Show data filtered by service

In the Filtered by field, you can choose from the dropdown all the STAY features that let users make service transactions.

• All: See transactions from all services.
• One service option: See transactions for only the selected service.
• More than one service option: See transactions from multiple services.

Step 2: Visualize the data

Once you configure the three options for displaying transactions data, the results will change based on your selections. The data shown in one section:

1. Transactions per product.

This section displays all transactions made by product. The data is presented in one format:

→ In a table. Here you will see the results in a table format.

• The table rows represent the different products that can be in the catalogs.
• The first column shows the template name.
• The second column shows the service type, which is the name of the feature where the product's catalog is located.
• The third column shows the number of transactions and a percentage value that indicates the change compared to the period selected in the Compare to field. This value is shown as a percentage and can be positive (in green) or negative (in red).

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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Behaviour section

This section displays data on how users use the guest app. Here you will find data on the number of sessions, the number of pages visited per session, viewing time, or bounce rate, as well as the most visited pages and those with the most clicks.

1. Sessions and pages views

This subsection provides metrics on user sessions in the guest app. For example, you can see how many sessions have been recorded in a day and their duration, among many other data points.

To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by brand

Depending on your user type and assigned permissions, you'll see one or more brands in the dropdown.

Option 2: Filter by Hotel

Depending on your user type and assigned permissions, you'll see one or more hotels in the dropdown.

Option 3: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 4: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Step 2: Visualize the data

Once you configure the options for displaying sessions data, the results will change based on your selections. The user data is divided in one section:

1. Sessions and page views

This is a special section made up of different charts.

→ Data panels

• Total sessions. This is the total number of sessions recorded, based on the parameters and filters you've selected. Keep in mind that a single user can have multiple sessions. A session is counted each time a user accesses the guest app.
• Pages/sessions. This is the average number of pages a user visits during a single session.
• **Average session duration.**This is the average duration of all sessions.
• Bounce rate. This is the bounce rate, which is the percentage of times a user visits a page and immediately leaves it, divided by the total number of sessions.

→ Area charts and bar charts

• Total sessions. This is the total number of sessions recorded, based on the parameters and filters you've selected. Keep in mind that a single user can have multiple sessions. A session is counted each time a user accesses the guest app.
• Pageviews. Es el total de páginas visitadas por los usuarios en un tiempo determinado.
• Pages per session. This is the average number of pages a user visits during a single session.
• Average session duration. This is the average duration of all sessions.

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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2. Most visited

This subsection provides metrics on the most visited services within the guest app.

To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by brand

Depending on your user type [Link] and assigned permissions, you'll see one or more brands in the dropdown.

Option 2: Filter by Hotel

Depending on your user type [Link] and assigned permissions, you'll see one or more hotels in the dropdown.

Option 3: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 4: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Step 2: Visualize the data

Once you configure the options for displaying sessions data, the results will change based on your selections. The user data is divided in one section:

1. Most visited service type

→ The data is represented in a table

• The rows are the different features (Restaurants, Spa, Room service, Amenities...).
• The first column is Service type, which is the name of the feature in question.
• The second column is Sessions. It shows the number of sessions recorded for that feature. A percentage also appears, which shows the change in data compared to the period you selected in the Compare to filter (in green if positive, in red if negative).
• The third column is Page views. This is the total number of pages of the specific services that have been visited. Keep in mind that this records visits to the different services within the feature. For example, in the Restaurants feature, the views of the different restaurants you have configured will be recorded.
• The fourth column is %. This is the rate of sessions where the Service type or Service Detail was visited against the total of sessions in that hotel
• The fifth column is Average session duration. This is the average time that sessions last. A percentage is also shown that displays the change in data compared to the period you selected in the Compare to filter (in green if positive, in red if negative).
• The sixth column is Bounce rate. It's the percentage of times a user visits a page and immediately leaves it, divided by the total number of sessions. A bounce can happen for various reasons, such as an error when a user tries to visit a specific page.

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

 

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3. Front page usage

This subsection provides metrics on how the guest app's front page is used, including access source, sessions, and clicks. The front page is the main page of the guest app, through which users can navigate to other pages.

To best use this data, follow the steps below.

Step 1: Choose the data you want to view

You can modify the displayed results in the following ways.

Option 1: Filter data by brand

Depending on your user type and assigned permissions, you'll see one or more brands in the dropdown.

Option 2: Filter by Hotel

Depending on your user type and assigned permissions, you'll see one or more hotels in the dropdown.

Option 3: Filter data by date

Using the Date range field, the recorded data can be filtered. Note that the results shown reflect the Europe/Madrid GMT time zone. You can choose the following options:

• A specific time period
• Last 7 days
• Last 30 days
• Last 90 days
• Last year

Option 4: Compare data with another time period

The Compare to field allows you to view the percentage change of a period compared to another. This value is shown as a percentage and can be positive (if the percentage has grown, it is shown in green) or negative (if the percentage has decreased, it is shown in red). You can choose the following options:

• Same period previous week
• Same period previous month
• Same period previous year

Step 2: Visualize the data

Once you configure the options for displaying front page data, the results will change based on your selections. The user data is divided in one section:

1. Front page usage

→ The data is represented in a table

• The rows are the different pages or elements of the guest app that a user clicks or taps.
• The first column is the Frontpage access. It shows the different pages or elements within the guest app that a user clicks or taps on.
• The second column is Type and position. It shows the type and position of the elements on the home page. The letter W refers to a widget, while the letter I represents an item.
• The third column is Sessions. It shows the number of sessions a user has entered the specific element. A session is a group of user interactions with the app that occur over a period of time. By default, a session ends after 30 minutes of inactivity.
• The fourth column is Clicks. This is a user's tap or click on that element.
• The fifth column is % Users clicked. It's the rate of users who view that section and then tap or click on it (% Users Clicked = (Element Sessions / Total Sessions) x 100)

Step 3: Download the data

Once you have viewed the data in the CMS, you have the option to download it. Keep in mind that downloads are done by section. Each section has an Export data button in its top right corner. Clicking this button will automatically download a .csv file to your computer with the same data you are currently viewing in the Analytics interface.

Next steps

Once you're familiar with the Analytics section in Insights, we recommend the following actions to deepen your understanding and make the most of the available data:

• Explore each section individually: Start by focusing on one section (e.g., Users or Revenue) and test different filters and groupings to understand how they affect the results.
• Compare periods to track performance: Use the “Compare to” option to evaluate how current metrics perform against past periods (week, month, year).
• Use insights to inform operational decisions: Share findings with relevant hotel teams (F&B, Spa, Front Desk) to improve guest experience or adjust staffing/resources.

Need further assistance?

If you have additional questions or require further assistance:

• Contact us via live chat

• Send a ticket to our Support team

• Visit STAY Academy, our training platform.