Guest Surveys

At a time when so many travelers are using social media to share their experiences, electronic guest surveys provide an essential direct feedback channel, giving hotels an opportunity to resolve issues before they’re taken public. By providing useful, measurable feedback from verified guests, Guestfolio surveys help hotels make smart decisions on expenditures, training and recognition programs.

Purpose

To provide a direct avenue for guest feedback, and to use this feedback to identify strengths and weaknesses, resolve issues and make improvements.

Schedule

Sent automatically three days after departure as a link in the Post-stay Thank You Email, or at a time specified by you. We find three days to be optimum.

Who receives it

All guests who provided an email address. You may de-activate this email if you work with another survey company or direct guests to your corporate survey.

Tracking

The Guestfolio dashboard tells you which guests completed surveys and organizes the results in an easy-to-read, actionable format.

Special features

Questions can be customized and weighted to drill down on strengths and weaknesses. The daily survey alert provides immediate guest feedback and facilitates quick action. Guestfolio can set up a trigger message inviting the guest to post a review on TripAdvisor if feedback is positive.

Insider tips

You’ll enjoy higher completion rates if surveys are concise, easy to complete and visually appealing. Close-ended questions are easiest to measure, but open-ended questions can be more revealing. Ask at least one open question like, “Overall, how would you describe your experience?”

“Guestfolio surveys are very easy to use and allow our management team to reply quickly and to share the feedback with specific departments. Feedback from the surveys allows us to focus on training and product upgrades, and the statistical information assists us in setting benchmarks.”— Christopher Ashby, Director of Sales and Marketing, The Sutton Place Hotel Toronto