A well-designed questionnaire can give you invaluable insight into the general guest experience and overall quality of your hotel. A bad one will not only generate very little feedback, but annoy guests in the process. Are you certain you’re getting it right?

1. The secret to an engaging
online guest questionnaire

2. Make sure the email comes from a person of authority
Make the subject line compelling while relaying the point
Include a personalised message
Send the email within one to three days
Thank your guest for their time
Your post-stay email provides a good opportunity to remind guests
about the perks of participating
FIRST IMPRESSIONS – THE EMAIL INVITE
A few simple touches early in the
questionnaire process can drastically
improve your response rate.

3. DESIGN AND LAYOUT
Frame your questionnaire by first gathering
a bit of information about the guest.
Create a logical flow of questioning,
starting with the booking process, check-in,
the stay itself and finally check-out.
LOOKING AT LENGTH
Statistics show that shorter questionnaires
have higher completion rates, so make sure
guests can complete it within five to 10
minutes, including about 20 questions.

4. ARE YOU ASKING
THE RIGHT QUESTIONS?
Ask a few marketing and segmentation
questions - such as what kind of trip
your guest was on, how often your guest
visits, how they heard about your hotel,
and so on.
Find the balance between getting
enough information to help your
marketing and operational efforts.
Always make sure your questions are
tailored towards customer satisfaction.
Remember that you need to use this data, so ask yourself if
you’d be able to act on an answer to every question you ask.

5. TECHNOLOGY IS YOUR FRIEND
Use technology and automate your questionnaire sending.
Keeping your questionnaire length and guest’s patience in mind,
ensure your questionnaire has conditional question logic to
ensure only the most relevant questions appear.
Having the right tech partner will allow you to monitor feedback
in real time with customised alerts,

6. By following these guidelines in creating or
modifying your questionnaire, you’ll be able to
create a streamlined, user friendly feedback
process that will give you the tools to take your hotel
offerings to the next level!