If you were a TrustYou user and have now migrated to the new Customer Experience Platform (CXP), which replaces the previous platform, the information below is relevant to help you understand the major changes you can expect when using the new product.
The first major change is the user interface. The UI is different, and information is now organized under different menu items with new names. If you want to get a general overview of the available modules in the product, please start by reviewing Navigate CXP.
Once you are familiar with the main CXP modules, review the details below to understand the changes, new features, and the equivalent functionalities from the previous platform, broken down by module.
Organization and Subscription Management
This module is brand new in CXP and has no direct equivalent on the previous platform, with the exception of user management functionality. From this module, you can manage your Organization as a whole, which is especially important if you oversee multiple properties. Here, you can view available Subscriptions (contracts), see all your properties (also referred to as entities), invite and manage users, and, for multi-entity Organizations, create competitor sets for multi-entity analysis.
What's new?
As the new platform is agnostic and allows data analysis across multiple property types, Hotels and Restaurants are now available within the same login and are collectively referred to as “Entities” in the platform.
A new Entity type called “Point of Interest” has been introduced to represent special properties such as monuments, museums, theme parks, and similar locations.
A new “Subscriptions” concept has been introduced to reflect the legal contracts established between the customer and TrustYou. Subscriptions are now visible within the platform under Plan, and any updates are automatically reflected in the user interface.
A new “Organization” concept has been introduced to centrally manage data, entities, and subscriptions that belong to the same company. In Organizations with more than one Entity, attributes, segments, and competitors are defined centrally and applied across all Entities.
API connectivity to Google and Booking.com can now be managed either centrally (connecting multiple Entities at once) or individually at the Entity level.
All Entity-related information, including sources, competitors, Survey distribution, goals, and API connectivity for enabling direct responses (Google and Booking.com), is available in the UI under the “Entities” menu item.
What's changed?
Entities and users covered by the same Subscription (contract) now share the same configurations. Access to Entity data is configured per user and, depending on the Subscription type, can allow single-Entity or multi-Entity access.
Users now belong to Subscriptions rather than to individual Entities. As a result, single-Entity access covered by a multi-Entity Subscription is shared and visible to all users within the same Subscription.
Data Analysis
Your data analysis capabilities remain the same for the most important KPIs. However, data visualization and formatting are different in CXP due to the introduction of a BI tool that enhances dynamic analysis within the web app.
You can now find the information that was previously available under Dashboard, Portfolio, Competitors, Survey, and Goals on the previous platform in the Insights section of CXP.
What's new?
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Data analysis is now powered by BI technology that is directly embedded into the platform. This BI capability enables:
Dynamic segmentation and data analysis
New filtering, searching, and sorting options to better navigate the data
New visualizations that support clearer comparisons and trend analysis across multiple periods
Continuous dashboard evolution with regular updates to KPIs, functionality, and visualizations
Direct downloads of widgets in multiple formats, including CSV, Excel, image, and PDF
The ability to save frequently used filters as “Views” for quick access to recurring analyses. Selected filters are also retained when navigating between dashboards, enabling faster comparison of data
What's changed?
To ensure data relevance and consistency, only five years of historical data plus the current running year are available in the new platform. For example, in 2026, historical data is available starting from January 1, 2021. This limitation also applies to Survey data.
With the introduction of the BI tool, dashboard layouts are less flexible in terms of KPI placement. A single standard view is provided to all customers, with no customization options.
Static portfolios have been replaced by dynamic segmentation, which is defined centrally for the entire Organization. All dashboards use this segmentation to provide a clearer and continuously updated view of your portfolio as changes occur within your Organization.
Brand competitor sets have been replaced with dynamic Benchmarks that use rule-based entity selection when building the competitor sets. These Benchmarks include data from all relevant entities available in TrustYou's database.
Reviews for all entities have been re-ingested, resulting in higher data accuracy compared to the old platform. As a result, differences in the number of Reviews compared to the previous platform are expected and align with regular review updates performed by sources to prevent fraud.
Some KPIs have been renamed. Performance Score is now referred to as RPS (Reputation Performance Score), and Overall Score is now called TrustYou Score.
Several KPIs have been deprecated, including Overall Score – Top Scores.
Goals are now analyzed in a dedicated dashboard and are no longer displayed alongside standard KPIs. Additionally, it is no longer possible to define Goals at the subcategory level.
Tasks are no longer available for creation or visualization.
Ask TrustYou
Ask TrustYou has no equivalent on the previous platform. Instead of building a report, you ask a question about your Reviews in plain language and get an answer in seconds. You can find it under Ask TrustYou in the main navigation. To learn more, see Getting started with Ask TrustYou.
What's new?
- Ask questions in plain language, in any language, and get answers as a summary, a table, or a chart. Follow-up questions in the same chat let you dig deeper without repeating context.
- Ready-made presets from TrustYou cover common analyses, such as top praise and complaints or KPI trends. You can also create your own presets with variables, and Organization owners and admins can share them with the whole Organization.
- Analyze all your Entities at once, across Reviews and public Survey data such as NPS, guest type, and loyalty status. Data goes back to January 1, 2021, or to your plan's review limit, whichever comes first.
- History keeps every chat, so you can revisit past analyses, rename them, share a read-only link with a colleague, or download a chat as a PDF.
- Included in every plan, for both Enterprise and Entity Subscriptions, with a monthly chat allowance shared by all users in the same Subscription.
Sentiment Analysis
We have replaced the previous Semantic Analysis, which was based on fixed linguistic rules, with a new AI-powered model. This change allows us to update the model more frequently and introduce new languages in shorter timeframes. Previously, to analyze aggregated Sentiment data, you accessed the Sentiment tile in the old platform. In CXP, this analysis is available through a dedicated Sentiment dashboard located in the Insights section.
What's new?
New category and subcategory sets have been created for the new “Point of Interest” Entity type, including 21 categories and 437 subcategories.
Sentiment edits are now moderated by AI, which evaluates whether a requested edit is reasonable based on the request itself, the review content, and the match context. This helps prevent intentional manipulation of Sentiment Scores.
What's changed?
Sentiment Analysis is now powered by an AI model that is updated once a year, incorporating learnings from sentiment edits and ongoing model improvements.
For Hotel entities, the number of categories has increased from 19 to 25, while subcategories have increased from 197 to 714.
For Restaurant entities, the number of categories has increased from 11 to 23, while subcategories have increased from 64 to 536.
Matches are now assigned to a single, unique subcategory. As a result, mentions are counted only once within a category. However, the same subcategory can still belong to multiple categories to support multiple analytical perspectives.
Reporting
The reporting functionality in CXP has been split across different areas. Within the dashboards in the Insights section, you can export individual widgets in multiple formats and download full dashboards as PDFs. For more advanced reporting needs, a new section has been introduced. In this section, you can schedule Excel reports and PDF reports distribute them via email either as a one-time delivery or on a recurring basis. You can now create table or chart using "Build with AI".
What's new?
- Build your own reports. Combine metrics like Reviews, RPS and Sentiment Score in one table.
- Pick what you see. Show only the columns and timeframes you need, and add summary rows.
- KPI cards. Show key numbers at a glance next to your tables.
- Bar charts. Compare and rank results visually.
- Build with AI. Describe what you want and AI creates the table or chart for you.
- Share with anyone. Send reports in any CXP-supported language, including to people who don't use CXP.
- PDF or Excel delivery. Recipients get a secure link that stays valid for 90 days.
- Color-coded indicators. See at a glance which numbers went up or down.
- One place for every report. The reports list shows when each report was created and how its latest run went. You can view, edit or duplicate any report from there.
- Generate a report early. Click Generate now to produce a report before its scheduled time.
- Download it again. Get a copy of a report that's already been produced.
- View a report. Open any report to see it exactly as it's delivered, with real data in every table and chart. The header shows the format (PDF or Excel), the schedule (for example, Weekly, Monday 08:00) and when it was last sent.
- Edit a report. Change the tables and charts, or the delivery settings (schedule, recipients, format and language), separately. Saving updates the report in place, and future deliveries use your changes.
- Duplicate a report. Start a new report from an existing one. All its tables and charts are copied, and the copy is named "[Report name] (copy)". You set up a new schedule, because the original's doesn't carry over. Nothing is saved until you set one.
- Duplicate a table or chart. Copy a single table or chart within a report, without changing anything else.
Note: Report builder currently supports Reviews, Sentiment and Competitors related KPIs. All the remaining KPIs are intended to be available by end of 2026. In the meanwhile, if those KPIs are needed then please use the "Reports" in CXP.
What's changed?
Reporting is now more powerful. As a result, and due to the different nature of the technology, reports available in the previous platform are no longer available in CXP and must be re-created using the new reporting capabilities.
Segmentation and filtering options have expanded. However, report layout and content are less flexible, offering fixed tables that include a broad set of information selected during report creation and consolidated within the report.
Currently Inbox raw data can be exported from the Inbox only.
Note: Scheduling full Survey review data is available for individual and multiple Entities is available under Reports module.
Inbox
If you were a user of the Reviews Inbox on the previous platform, you can expect significant changes in how you interact with the Inbox in CXP. The UI has been redesigned, new review statuses have been introduced, and readability and ease of responding to Reviews have been improved, among other enhancements. As this is one of the most frequently used components of the platform, we recommend reviewing the related articles in the help manual.
What's new?
The Inbox in CXP is now shared among all users within the same Subscription. This means that when a user marks a review as read, that status is visible to all users with access to the same Subscription. This helps prevent duplicate work on the same set of Reviews.
A new layout improves review readability, sorting, and filtering capabilities.
You can now save filters as “views” to quickly access the Reviews you need.
New AI features, such as ResponseAI and InboxAI, are available for “Professional” Subscriptions to help you quickly understand and respond to Reviews.
Keyword search is now available to find specific words or phrases within Reviews. Use commas to separate individual words, and quotation marks (“ ”) to search for an exact phrase or combination of words.
Reviews now support additional statuses, enabling better filtering and traceability.
Inbox supports 5 years + current year of data.
What's changed?
Public Survey Reviews now affect your KPIs as soon as they are received and are no longer subject to a 72-hour quarantine in the Inbox before being published.
Filters have been updated to provide stronger analysis capabilities, including a new filter by Survey name (instead of by Survey type).
Response templates from the previous platform have been migrated with your data. However, it is no longer possible to create or edit response templates, as this functionality is not supported in CXP.
- Survey moderation is now handled by Subscription Admin users directly within the Inbox, where they can approve or reject “mark as inappropriate” Survey Reviews. Automatic moderation for offensive language has been removed and consolidated into the same “mark as inappropriate” workflow.
Survey
The Survey module has been completely redesigned in CXP to provide greater flexibility when creating Surveys. The editor is now more powerful and offers multiple customization options directly within the UI. Data analysis capabilities have also improved, providing more detailed insights into Survey performance across multiple channels and devices. As the editors in this module are extensive, we recommend reviewing the dedicated articles to get up to speed.
What's new?
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A fully customizable and flexible editor is now available. It includes distinct components that provide full control over Survey creation:
Questions library, where all questions are created and data is collected from the Surveys in which they are used
Theme library, which centrally manages images and color schemes
Content library, which manages all non-question text elements, such as headers, emails, and sections
Templates are now Surveys and act as containers that group multiple Questionnaires. Questionnaires represent different versions of the same Survey, allowing variations in questions, themes, and configurations while still collecting aggregated data.
Survey statistics are now available across multiple channels, rather than being limited to email only.
New distribution channels are available for improved tracking, including Mobile App links and Wi-Fi links.
New question rules can be defined based on Entity attributes or visit data.
What's changed?
Survey URL links have changed in the new platform to support improved tracking and data analysis. Please update any existing public URLs and shared QR codes to the new links. Email URLs are updated automatically during the email distribution.
Survey types no longer exist, and data analysis is now performed at the Survey level instead.
Privacy settings are now defined at the question level rather than at the Survey level. Overall Score, review title, and review text questions can be set as "public" by enabling the "Impacts your KPIs and appears in widgets" toggle in the questionnaire editor rules step, meaning they affect dashboards and responses are included in widgets. The “Restricted” privacy level is no longer available.
Hotel details within Survey Questionnaires are no longer supported, including custom name, custom address, website, social media sharing, and Facebook or Twitter buttons.
Manual uploads directly from the UI are available from Distribution tab when selecting an Entity in the Organization module. in Q1 2026. Learn everything about manual uploads in our Visit data manual upload guide
Please remember that trainings are permanently ongoing to make you familiar with the new platform and you can register here.