Surveys & Feedback
Get correct feedback from your guests at the right time.
Guest satisfaction is a crucial and decisive factor in the competitive hotel industry. It plays a significant role in a guest’s decision to book a hotel. In fact, numerous studies show that guest satisfaction—reflected in reviews and feedback—is more influential than hotel pricing.
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Instantly Measure Guest Satisfaction with GuestService.
Instantly measuring guest satisfaction is crucial, making it essential for hotels to prioritize it. A dissatisfied guest can negatively impact hotel sales and, consequently, its revenue.
The key point is that guest satisfaction should be gauged not after the guest leaves, but while they are still at the hotel. GuestService allows you to instantly know whether your guests are satisfied or not.
ASK THE RIGHT QUESTION AT THE RIGHT TIME WITH GUESTSERVICE
When guests arrive at your hotel
First impressions are crucial for your guests. It’s essential to understand their feelings, comments, and opinions during check-in and when they first enter their room. Addressing any issues immediately can greatly benefit your hotel by preventing early dissatisfaction.
Immediately after any service
It’s crucial to obtain accurate feedback from your guests instantly. Therefore, after every service they request, it’s important to prompt them to ‘evaluate that service.’
For example, after a guest uses room service, you can immediately ask, ‘Are you satisfied with this service?’ This allows you to measure satisfaction in real-time.
When a guest sends a request
Satisfaction measurement shouldn’t be limited to the time and method preferred by the hotel. Your guests should have the freedom to share their feelings and thoughts whenever they choose. They should be able to instantly express whether they are happy or not. Unlike traditional surveys and similar methods, GuestService allows you to measure guest satisfaction quickly and accurately.
Right before check-out
Measuring guest satisfaction is crucial right up until the moment they leave your hotel. A perfect stay can turn into dissatisfaction at the last minute, so it’s essential to ensure your guests are happy until their final departure.
Gain one last opportunity to make your guest happy by asking a simple question just before they check out.
Prevent negative reviews and boost your reputation
Prevent negative comments about your hotel before they happen.
Hotels often develop strategies to address bad reviews. While it’s important to detect and respond to these reviews, this alone isn’t enough to protect your hotel’s reputation.
The most effective way to combat bad reviews is by measuring guest satisfaction while they are still at the hotel. By doing so, you can address any issues and turn dissatisfaction into satisfaction before the guest checks out. However, if unhappy guests go unnoticed, you may end up dealing with negative comments on review sites.
With GuestService, you can also encourage satisfied guests to share their positive experiences on various review platforms, including Tripadvisor and Google Reviews.
IMPROVE YOUR SERVICES WITH
DATA-BASED DECISIONS
The ‘satisfaction feedback’ you receive from guests is not just valuable for the guest relations and sales departments. While improved guest satisfaction can boost sales and enhance the appeal and pricing of your rooms, it offers more benefits.
Each piece of feedback provides insight into how well your staff and departments are performing. In essence, guest feedback helps you identify areas for improvement across your hotel.
For example, feedback can reveal which rooms have technical issues, which restaurants receive higher satisfaction, which staff members are most responsive, and which services might be falling short. By converting this feedback into actionable data, you can make informed decisions and enhance overall hotel management.