Guest feedback surveys are among the most popular methods to evaluate a guest experience in an accommodation. Apart from giving an hotelier the guest experience about the services and amenities, these surveys also contribute very much to becoming aware of the hotel property. They can also be targeted to get more explicit feedback on items such as up-to-date renovations or the excellence of a breakfast buffet. However, a guest feedback survey is only obliging when you can get a number of your guests that can devote the time to carry it out. Below are a few salient ways that can work constructively in optimizing your guest feedback survey.
Tips to optimize your hotel survey
With the view to getting maximum completion rate, it is important that you optimize the overall structure of your Hotel Survey. Here are a few points to consider:
1. The ideal length
Set the time limit 5-10 minutes for carrying out as many as 25 survey questions. An ideal survey, in general, is lengthy enough to produce constructive information, but not so much extensive that it can lead customers to dismiss the idea of attempting it.
2. Spark interest
You should include engaging questions in the beginning of the survey to spark the interest of the respondents right away.
3. Coherent flow
Survey Questions should be designed in a way that they follow a coherent pattern, to steer clear of confusion. Here is a great idea–simply follow the booking/accommodation process end to end to activate guests’ memories. Surveys with maximum completion rates also tend to arrange questions based on the theme, for example, housekeeping or amenities.
4. Use at least one follow-up field
Entering a follow-up field stimulates guests to zero in on the things that stood out during their stay. If something fails to make the assessment, it will cut a sorry figure in casting a lasting impression. This enables you to cut down the survey length and make choosier about the questions you take in. For example, rather than including a laundry list of the similar questions about housekeeping and facilities you can zero in your varied choice questions on items such as up to date renovations or domains where you are interested to keep a tab on the improvement such as the check-in process.
5. Check reporting
If certain questions you guess seem to have low feedback rates, ask why. Perhaps the questions are irrelevant to your guests or they are phrased in a style that is out of the ordinary or puzzling.