Guest feedback is one of your most direct signals for what's working — and what isn't — across your locations. The Guest Feedback integration connects that signal to your training programs automatically, turning recurring complaints into targeted training opportunities.
Opus analyzes reviews from connected sources, identifies recurring patterns, and generates prioritized recommendations tied to specific locations. You stay in control: every recommendation requires your review before any action is taken.
This lets you quickly surface high-impact opportunities, deploy the right training to the right locations, and track whether complaints decrease over time.
💡 Before you can start: You'll need at least one data source connected. See How to Connect Guest Feedback Data Sources to get set up.
Table of Contents:
How the Guest Feedback Integration Works
Once you connect a data source, Opus imports your guest reviews and runs an AI analysis to surface recurring themes, such as order accuracy issues, cleanliness complaints, or service recovery gaps.
From there, Opus generates Opportunities: prioritized training recommendations that show what's happening, which locations are affected, and what action to take. You review each one and decide whether to act.
There are three types of suggested actions:
Assign refresher training — You already have content that covers this. Reassign it to the affected teams.
Update existing content — Your existing training may be unclear or incomplete. Opus suggests what to add or revise.
Create training — There's a gap in your training library. New content is needed to address the issue.
💡 Opus never takes action on your behalf. Every opportunity is a suggestion — you decide what to implement.
Navigating Guest Feedback
Guest Feedback has three tabs: Opportunities, Reviews, and Data Sources.
Opportunities List
The Opportunities tab is your primary workspace. Each row is a training recommendation generated from real guest reviews. For each opportunity, you'll see:
Title and theme: What the issue is and how it's categorized (e.g., "Order Accuracy Failures")
Priority: High, Medium, or Low, based on the volume and severity of supporting reviews
Reviews: Number of guest reviews that surfaced this pattern
Locations: How many of your locations are affected
Detected: When Opus first identified this Opportunity
Target audience: Whether the recommended action is intended for Current staff or New hires
Suggested action: What Opus recommends: assign refresher training, update existing content, or create training
Next step: The current status of this Opportunity
💡 Use the filters at the top to narrow by status (Needs review, Action in progress, Measuring impact) or theme (e.g., Allergen Safety, Service Recovery).
Opportunity Statuses
Status | What it means |
Needs review | Newly generated — waiting for your decision |
Action in progress | You've accepted the recommendation and are working on it |
Measuring impact | Action taken; Opus is tracking whether complaints decrease |
Dismissed | You've decided not to act on this one |
Inside an Opportunity
Click any Opportunity to open its detail view:
Summary — A plain-language description of the pattern Opus detected and where it's showing up
Sample reviews — Verbatim guest feedback matching this theme
Affected locations — The specific locations where this pattern was detected
Impact tracking — Once training is assigned, Opus tracks whether complaints decrease over time by comparing future reviews from affected locations against the theme
💡 Impact tracking only starts after you assign training to affected locations.
Suggested Action Sidebar
On the right side of each Opportunity, Opus shows a recommended next step. From here you can:
Take action — For refresher training, this opens the reassign workflow pre-populated with the relevant team members. For content updates or new content, first trigger Opus to generate the draft (Update content or Create training). Once the draft is generated, you can review and approve it..
Review existing content — View the training material Opus is referencing.
Dismiss — Mark the Opportunity as not relevant.
Reviews
The Reviews tab gives you visibility into the raw feedback behind your Opportunities.
At the top, the Rating and mention trend chart shows your average star ratings and mention volume over the last 30, 60, or 90 days — useful for spotting whether guest sentiment is improving or declining.
Top themes tags show the most common categories surfaced across all imported feedback. You can also use themes to filter the reviews and the chart.
The review list shows each review with the date, star rating, location, and full review text. Use the search bar and filters to find specific feedback by keyword, date range, or star rating.
Data Sources
The Data Sources tab is where you manage your connected integrations and CSV uploads. See How to Connect Guest Feedback Data Sources for setup instructions.
Currently, three options are supported. You can select one or more:
Ovation
Google Business
Manual CSV upload
💡 If you connect multiple options, the generated Opportunities will incorporate all data sources.
FAQ
Who can see Guest Feedback?
Only Admins have access by default. Managers can be granted access via the Manage Org Integrations permission in their profile. Trainees cannot access Guest Feedback regardless of permission settings.
What platforms does Opus support for guest feedback?
Opus supports Google Business Profile and Ovation as direct integrations. If you use a different feedback platform, export your reviews as a CSV and upload them manually.
How often does Opus analyze new feedback?
Google Business and Ovation sync daily once connected, and Opus runs its feedback analysis weekly on Sunday evenings. CSV uploads are processed and analyzed immediately when you submit them.
Does Opus automatically deploy training based on feedback?
No. Opus generates recommendations, but every action requires your review and approval. Nothing is assigned or published to your team without you making that decision.
How do I know if feedback-driven training is working?
Once you act on an Opportunity and assign training, Opus begins impact tracking automatically. It compares future reviews from affected locations against the Opportunity's theme so you can see whether complaints decrease. Find this inside each Opportunity's detail view under Impact tracking.
Will I get a notification if new Opportunities have been generated?
Yes! You will be notified in the Opus dashboard.
✨ Special offer: Opus customers get a preferred rate of an additional 10% off annual subscription. To redeem, request a demo via the Ovation website directly and let them know you use Opus.