Guest Surveys Are Hotels Doing The Right Thing?

Why Do Hotels Use Surveys?

• Receive Feedback and Comments From Guests

• Get Insight Into What Guests Like or Dislike About The Hotel

• Make Use of Feedback/Info To Develop Effective Operational And Strategic Decisions

• Increase Guest Loyalty

Some Questions Management Should Look At

…• Do Hotel Guest Have Enough Time To

Fill Up Surveys ??

• Are New Guests More Likely To Fill Up Surveys Than Frequent Guests ??

• Do Guests Find It Tedious To Fill Up Surveys ??

• How Many Survey Questions Are Actually Answered Accurately ??

Getting Rid of Surveys – Why ?

• Nonresponsive Bias - Feedback from a portion of target population is not obtained

• Constant Repeated Answers For Same Questions

Feedback Inaccuracy !!

Getting Rid of Surveys – Why ?

• Not Flexible Enough !!

• Feedback/Info Beyond Questions Asked Are Not Captured

• Limited Questions & Response. Example: Only 9 Questions Provided & 5 Response Type

Other Survey Limitations….

• Often Feedback Is Gathered AFTER Guest Leaves Hotel.

( Too Late To React !! )

• Inconvenient For Guests. (Writing)

• Waste of Hotel’s Resources - Paper For Surveys. - Comment Card Holders In Each Hotel Room.

End Result For Hotel Management

Poor Decision Making Due To

Inaccurate/Uneffective Guest Feedback

Surveys – The End Result….

A Need For ChangeExample: ECO

• Eliminates The Risk of Missing Out On A Portion of Target Population.

• Not Limited To Specific Number of Questions. ( Flexible Response – Speaking Through Phones )

Information Accuracy & Efficiency!!

• Collecting Wholesome Feedback From Various Sources.

A Need For ChangeExample: ECO

• Real Time Feedback From Guests. Ability To React On Site. ( Guests Leave Happy )

• Guest Feedback Goes Straight To Management

• More Interactive 1 on 1 Interaction With Guests. (Knowing Each Guests Better)

Why Change ? More Accurate, Efficient

Real Time Feedback

Hotel Managers Developing More Effective, Timely &

Accurate Strategies

Results In

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