Guest feedback

Do you want to learn more about your guests and how they experience a stay at your property? And do you want to have a pulse on how well your hotel is performing in specific areas so you can make informed decisions and improvements? 

Well, look no further. In the DigitalGuest platform, you can use our valuable feature, Guest feedback, enabling you to create customized post-stay surveys and collect valuable guest insights. 

Build your customized surveys

The surveys are easy to build. In addition to the Net Promoter Score (NPS®), you can include star ratings, comments, and even conditional questions. And you, of course, decide the topics, whether you want feedback on different stages of the guest journey, specific areas in your hotel, or both. 

After creating your surveys, you can send them through our communication feature, simply by adding them into your post-stay email or text message. In this way, you also have the option to send different surveys to different guests, based on their rate code or unit type. 

If you don’t have access to our communication feature, don’t worry – you can also share the surveys through QR codes. 

All guest reviews are captured in one place – on your live DigitalGuest dashboard where you can see in-depth guest insights and a Net Promoter Score (NPS®). This gives you the option to dive really deep into specific areas of your property and make sure all rooms, areas, and services are performing at their best. 

What is an NPS?

NPS® is a metric that helps you to measure the loyalty of your guests. It asks a simple question:
“How likely are you to recommend our business to a friend or colleague?”

And your guests can answer on a scale from 1 to 10, at the end dividing them into 3 groups –  Detractors (0-6), Passives (7-8), and Promoters (9-10). If most of your guests are promotors, it’s a pretty good indication of them coming back. So by having access to this valuable data, you can dive deep into your detractors and passives experience, so you know what to do better.

Make your guest leave on a positive note.

We all know the importance of responding to guests’ feedback, whether it’s positive or negative. In the DigitalGuest platform, you can answer the feedback with personally written messages, but you can also make templates. 

The importance of positive online reviews is bigger than ever, so we’ve made it easier for you to improve it. When you receive a positive review, you can encourage them to publish this review on Google and TripAdvisor. 

Reports

You can generate reports for specific time intervals, which you compare to previous periods by trend indicators and share them with your staff and management, so everyone is updated. 

It’s no secret that happy guests spend more, tell others, and come back. So let us help you collect valuable feedback, so you get a deeper understanding of your guests and your direct bookings will start booming. 

Go ahead and Book a free demo  – then we can explore your opportunities with DigitalGuest together🚀