Feedback, help requests and Insights

Once a map is published, three things run alongside navigation: a short feedback card after a visitor arrives, a Help button that reaches your own staff, and the Insights page in the workspace. All three are optional, and each is switched on or off under Settings › Visitors.

Visitor feedback

When a visitor arrives, the arrival screen offers five stars. Choosing a star opens a few problem tags (directions were off, a place was missing, hallways were confusing, accessibility, something else) and, if you allow it, a line of comment. Nothing is required and Skip is always one press away. A visitor is asked once per walk.

• Feedback is tied to the map, the destination and the walk, not to a person. It is never shown to other visitors.
• The Feedback tab under Insights lists every rating, newest first, with filters for unreviewed ratings, ratings with a comment and low ratings. Marking a rating reviewed is the only action.
• Turning off written comments keeps feedback to stars and tags, so nothing free-form is stored.

Help requests

With help requests on, the navigation page carries a Help button. A visitor chooses what is wrong, may add a line of detail, and decides whether to share where Veeee last placed them and whether to leave a name, phone or email. Contact details are only asked for when you allow them, and only stored with the visitor’s consent. The request goes to your organization, never to Veeee.

1. 1

   The visitor sends the request

   They receive a six-character reference and a status page that refreshes on its own. They can add a note or close the request themselves.

2. 2

   Your staff are emailed

   Every owner and admin, or the members you choose, receive one email per request through Veeee’s usual transactional email. An optional reminder goes out if nobody has accepted the request after a time you set. Each recipient can also opt out under Settings › Notifications.

3. 3

   Someone accepts it

   The Help requests tab under Insights lists open requests first. Accepting a request assigns it to you and tells the visitor that someone is on it. Replies reach the visitor’s status page; internal notes stay with your team.

4. 4

   It is resolved or dismissed

   Resolved and dismissed requests move to the closed list and count toward response and resolution times.

Insights

Insights (from the workspace or the account menu) counts what visitors did on your maps in a period: map opens, walks started and completed, estimated unique visitors, busiest hours and days, top destinations, popular routes, floors and buildings, how visitors arrived (QR code, embed, link or direct), and the feedback and help figures above. Every figure comes from events that actually happened; where there is nothing to count the page says so rather than showing a zero.

• Map opens are page views of a published map. Walks are navigation sessions. Visitors are counted by a keyed hash of a random token the visitor’s browser keeps; when a browser keeps nothing, the walk is counted without a visitor and shown as uncounted.
• New vs returning compares that hash with earlier periods. No name, account, exact address or individual journey is stored or shown.
• The Heatmap tab draws one floor of a map with destinations, confirmed positions, starting points, places where visitors lost their way, help requests and complaints laid on the plan. Hallways show only walks between two places the system confirmed in turn; nothing is interpolated.
• The map and period are part of the page address, so a view can be bookmarked or sent to a colleague.

Settings › Visitors

Owners and admins choose whether feedback is asked, whether comments are allowed, whether help requests are offered, whether contact details may be left, who is emailed and when a reminder goes out, whether visits are counted at all, and how long visitor data is kept (30 days to 3 years). The owner can erase all visitor data at once. Anything turned off disappears from the visitor page; no button is shown that does nothing.

See Privacy for what a visitor’s browser keeps and what is sent to Veeee.