How Surveys are Improving The Hotel Guest Experience
Hoteliers are well aware that travelers refer to ratings and reviews, before making their stay bookings.
Thus, hotels solicit hotel customer feedback to get even more targeted knowledge about their guests likes/dislikes and preferences. To achieve this stage, we need to ensure that we get the maximum number of reviews.
So, what is it that we can do to gather the maximum number of as true as possible reviews?
For this, it is advisable that you ask for reviews and send surveys to your guests immediately after their stay in your property or may be during the stay/before stay itself i.e. both guest pre-arrival and post-stay surveys. Probability of responding to the survey is highest when the visit is recent and stay experience fresh in the minds of guests.
Hotels are increasingly relying on technology solutions for online reputation management and guest review management. Hotels use data from these survey responses to formulate strategies for a more effective business functioning, create targeted marketing strategies, and enhance customer service.
Hoteliers can now make their guest respond to surveys designed on major KPIs and edit their hotel guest survey questions for their hotel, send hotel guest satisfaction forms and surveys to their selected email list.
Such popular survey tools for the hotel industry make it easy for hotel staff to send, collect and analyze these survey results. Moreover, using them for their benefit and making improvements in their hotel services.
Such advanced tools not only allow hoteliers to design their own guest feedback survey, send it to their guest email list, set reminders, but also respond to these reviews in the preferred language.
A powerful and intuitive dashboard allows users to see Guest Satisfaction Score, Response Ratio, bifurcation of positive, negative, neutral and total reviews, TripAdvisor Rank, Net promoter Score, etc.
Positive reviews most likely draw in someone willing to recommend your hotel to a friend or colleague by your guests and increase their chances of returning to your hotel.
Survey tools help hotels being aware of the issues and positives of their property and then addressing them for improving the guest experience.
Why Hotel Guest Survey Tools are Important
The need of the current business dynamics is to use an advanced tool that lets guests forward their concerns to the hotel management while there is still time for correction and dispute resolution if any. Guest Feedback Surveys are a medium of communication that lets guests voice their opinion directly to hotel managers/staff without any hassles. This practice would go a long way into improving guest satisfaction levels.
The benefits that such survey tools give you are -
- Save time and resources — A cutting edge hotel survey tool for customer feedback collection lets you achieve much more than what you were previously doing with all the activity around collecting and collating feedback. It not only saves precious manpower resources, but also save your time spent on manually keeping records. Survey tools automate much of the process for you.
- Personalized Guest Survey Form — Create a personalized survey form for your guests. Also, give your guests a greater ease of personal interaction with the hotel management. The results will be a much better and true feedback for getting exact updates about their ongoing or post stay experience at your property.
- Increased Flexibility — Paper guest feedback forms generally have a fixed set of questions that may or may not accommodate what you want to ask your customers or the guest may actually want to share. On the other hand, survey tools allow for flexible feedback forms. Also collating information is much easier with survey tools.
Great reviews can be extremely beneficial for a hotel business, and bad reviews can be very destructive. This gives a renewed sense of importance of guest satisfaction surveys in hospitality.