About
The Users section provides information on how users are using and accessing the guest app. Here, you'll find metrics such as the number of users or data on the specific links used to access the app.
This section is composed of two subsections, explained in detail throughout this article:
- Overview
- Acquisition
Before getting started
- Make sure you have access to Insights > Analytics. Then, in the left sidebar menu, look for the first section Users.
- Ensure the property has had users who have accessed the guest app; otherwise, no data will display.
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.
Note: What is difference between total unique users and daily unique users?
- Total unique users gives you the total number of distinct people who used the app during the entire period you selected (for example, the last 30 days).
- Daily unique users gives you the number of distinct people who used the app each day within that same period.
Example
Imagine you want to see user data for one week (Monday to Sunday).
- Ana uses the app on Monday, Tuesday, and Friday.
- Carlos uses the app on Tuesday and Friday.
- Sofia uses it only on Thursday.
Total unique users: Over the entire week, how many different people used the app? The total is 3 (Ana, Carlos, and Sofia). The system only counts each person once.
Daily unique users: The system would show you the data day by day:
- Monday: 1 user (Ana)
- Tuesday: 2 users (Ana and Carlos)
- Wednesday: 0 users
- Thursday: 1 user (Sofia)
- Friday: 2 users (Ana and Carlos)
- Saturday: 0 users
- Sunday: 0 users
As you can see, the first metric gives you the overall total, while the second gives you a daily breakdown of user activity.
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.
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.
Note: For a user to be recorded in Acquisition, two conditions are necessary:
- The user must be accessing the guest app for the first time.
- The access must be via a QR code (note that guests can also access the app via other links, such as a welcome email).
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 Insights interface.
Next steps
Once you're familiar with the User section, we recommend the following actions to deepen your understanding and make the most of the available data:
- Compare periods to track performance: Use the Compare to option to evaluate how current metrics perform against past periods (week, month, year).
- Analyze usage patterns: Use the User status filter to compare the behavior of logged-in guests with non-logged users. This can help in designing strategies to encourage more users to access the guest app.
- Compare acquisition locations: Check the data in the Acquisition section to find out which QR codes are the most effective. For example, if the QR codes in the lobby have a high acquisition rate, consider placing more in common areas. If the ones in the rooms are not working as well, evaluate if it is necessary to improve their visibility.
- 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