Improved review requesting precision, reporting clarity, and AI answer assist in recent BX product enhancements

Fall 2025 was an exciting season for our brand and consumer experience products at Press Ganey. Our product and engineering teams have been hard at work, introducing enhancements to make it easier to improve your online reputation and communicate your success with stakeholders. We’ve rounded up all the releases below.

Transparency

Last quarter, the team brought about a few changes to our Transparency solution to help improve reporting and make it easier for your teams to communicate progress:

• Built in full context to exports of the comment summary report to give readers more clarity. Adding an initial tab that lists all filters and provider groups used in the dataset helps report readers immediately understand what data they’re viewing—without needing familiarity with the tool’s scheduled report settings. It also makes it clearer in the summary tab whether the data reflects individual provider groups or an aggregate view. In addition, the file name now automatically includes the client name and the date range for the data.
• Provided an option for users to immediately send a scheduled report to yourself, select contacts, or the full distribution list, along with a redesigned management page that makes it easier to edit, copy, and delete reports in one place.
• Introduced an option in provider spotlight reports to list star ratings to the 100th place (instead of the standard 10th place), offering greater precision for providers.

Reputation

In the final months of 2025, we released a couple of enhancements to Reputation.

• Expanded our answer assist feature so it can generate AI-drafted responses for ratings-only reviews, not just reviews with comments—helping teams respond to more reviews in less time.
• Released a new comprehensive reputation summary report that aligns more closely with industry standards and how clients measure reputation, shifting the focus from provider feedback scores (PFS) to star ratings. This update replaces the previous comprehensive reputation summary report while retaining the same configuration.

Campaigns

This season’s improvements to Campaigns are intended to improve the precision of your sends—whether that’s improved targeting like a couple of the releases, or more control over your messages with quick testing.

• Added a new rule option to our smart campaigns setup that dynamically routes patients to the entity (provider, location, or both) on the site where more reviews are needed most. Smart campaigns can now be configured to determine review link destinations based on live star rating—not just total review volume. To make things easy, we even have a few templates available in our rules library, including low-rated provider boost, which targets providers with Google ratings below 4 stars, and Healthgrades recovery for those rated below 4 stars on the site. This logic can even be combined with our traditional volume-based logic for more precision.
• Introduced a template-testing feature that lets users preview new campaign content, formatting, and personalization logic without attaching it to a live campaign. Up to three recipients can receive test messages with clickable links that direct to a generic test location, rather than live review or survey pages.
• Introduced more precise exclusion criteria for campaigns, enabling entity-level exclusions (like a message sent after visiting a provider, location, or a combination of the two), as opposed to a more general global exclusion, which prevented a patient from receiving multiple requests across all campaigns during a set timeframe. This allows relevant requests to reach more patients while still honoring communication expectations and compliance requirements.

For more information about any of the product enhancements and new features listed here—or to learn how to further optimize your use of Press Ganey’s brand and consumer experience products—please reach out to your CX advisor.

To hear more about our consumer experience products and how you can improve your online reputation, whether it’s maintaining provider and location data online or collecting and answering reviews, please reach out to one of our experts.