Reservations Insights

A tour of the Reservations Insights, what each metric means, and how it impacts your business.

Introduction

Our Reservations Insights tab provides specific information about diner interactions that engage with the reservations integration. In this article, we will go through what each metric entails, and how you might utilize the analytics. Click below to jump to a section.

High Level Stats

Booked

• • Total number of reservations successfully set over the phone for the selected time period.

Cross-Sold

• • The number of bookings out of the total that were made for a different restaurant in your Slang portfolio. 

This metric gives visibility into the performance of the Cross-Sell feature available for Premium multi-location Slang customers.

Canceled

• • Total number of reservations successfully canceled over the phone for the selected time period.

Changed

• • Total number of reservations successfully changed over the phone for the selected time period.

Reservation Outcomes

This donut chart represents all the call pathways diners may take when they ask to make a reservation.

• Booked: This is the total number of bookings, and will match the high-level stat to the left.
• Large Party: This represents callers asking to book a party size that is above your reservation max as set on the Concierge page under Reservations. They were given the info for booking Large Parties.
• Declined Options: On these calls, diners were presented one or two alternate available times and declined to book, or they were asked to confirm booking an available table type and declined.
• No availability: If the requested table isn't available, the default lookup window is 3 hours ahead and behind to see if we can find availability on the same date. These are calls where there was no availability that matched the caller's request in the time frame of the lookup window.
• Cross-sell offered: If you are a Premium Tier customer utilizing the Cross-Sell Reservations feature, this will count the number of times we offered callers the opportunity to book a best-fit table at another restaurant location. Note: This offer is made when the dialed restaurant has no availability per the definition above.
• Transferred: These are calls that made it partway through a booking conversation, and either the caller asked to speak to a staff member, or the request requires staff assistance (and the transfer was automatic).
• Landline: All confirmations and payment links are sent via text, so at this time callers on a landline will not be able to book through the integration.
• Other: This proportion should be very low, containing callers with blocked callerIDs or audio quality issues that prevented successful name collection.

 

Booking Trends

Known vs Unknown Guests

• • Known Guests are callers who have dined with you before, and either through a past Slang call where they made a reservation, or through a CSV upload of your guest data, we already had their name in our system so we were able to complete the booking faster, using the name on file.
  • Unknown Guests are callers who booked through a Slang call for the first time, and if you gave us a CSV they either were not represented there, or they have multiple guest profiles with different names.

Most Popular Times Requested

This chart shows you what times callers are asking for when reserving through Slang.

• • Successfully Booked: Successfully booked reservations for the time period indicated.
  • Attempted: Reservations were requested for the time period but no tables were available.

Ideally these numbers align with your understanding of when your restaurant is busiest and your table inventory is in high demand. 

Reservation Management

Change Outcomes

• • Successful: Calls where a simple change to the date, time, or party size was successfully handled by Slang.
  • Declined Alternate Times: The caller asked to change their reservation in a such a way that we needed to find a new time for the booking. When presented with new booking times, the caller declined them. In these cases, the reservation goes unchanged throughout the Slang call.
  • Blocked by Policy: These are calls where the reservation is subject to a cancellation fee, and Slang can't automatically complete the request (this generally results in a call transfer).
  • Other: The requested time change was too close to the time of the call, or the adjustment to the party size would push the table past the upper limit for standard reservations.

Cancelation Outcomes

• • Successful: Calls where a reservation cancelation was completed on the Slang call.
  • Incomplete: These are calls where the reservation is subject to a cancellation fee, and Slang can't automatically complete the request (this generally results in a call transfer).
  • Other: Slang couldn't find a reservation based on the caller's phone number, or the call ended before any action was taken.

 

Frequently Asked Questions

Why does my data look out of date?

Please note that there is a 24 hour delay on data. Our reporting updates every morning with the previous day's insights, by 8am EST.

Can I get my report emailed to me?

We send out aggregated high-level stats emails every Monday to users who have access to a Slang account. If you do not receive this email, reach out to Support (support@slang.ai) for assistance.

 

Have more questions?