There are lots of sectors pertaining to the creation of an intriguing guest experience when it comes down to hotels.
The feedback of customers can offer hotel owners a highly valuable outline for creating the type of customer experience that the guests will enjoy.
Going ahead to ask the right questions and actually getting the ideal feedback from the guests at the hotel is highly crucial for the hotel in general.
A thorough example is that of a luxurious hotel that transitioned beautifully after acting swiftly based on the complaint made by a guest concerning the laundry. It was a fascinating move to a customer-centric service boost in the hotel.
Furthermore, being able to listen to the complaints and feedbacks of guests and going on to understand their perspective can aid in the increase of guest satisfaction and boost the whole guest experience. However, it all starts from the feedback of customers
It is practically a very safe bet that you have a very long list of questions to ask your hotel guests in the hotel Feedback form.
Nonetheless, in the light of getting to know every time detail of the guests’ visit to your hotel, do not create feedback that is long and unimpressive.
While it is understandable that you want to know the opinion of your guests regarding all the services that you offer at the hotel, you really should not have a long list that will make them uninterested.
This has inadvertently given rise to a couple of simple questions that will get any hotel the most valuable feedback from their guests and also keep the feedback form crisp as well as short.
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So, What Are The Feedback Questions You Need?
Some feedback questions to have your hotel survey include;
The Rating Question
The questions will include all the major aspects of their stay that made an impact on their guest experience. The questions can be based on;
- Behavior of employees
- Quality of the food
- Quality of the room or;
- Feedback on the general service
This will make it simpler for guests actually to respond. The information the hotel needs with also be gotten in lesser time by making use of this rating question.
Thus, rating scale questions should be included in your survey to measure the attitude of respondents and satisfaction towards certain services.
The NPS Question
It is vital that you actually make it a point to include an NPS survey question in the hotel feedback form. It is a vast industry metric that aids in calculating guest satisfaction.
The NPS survey reveals how likely your guests will refer your hotel to their family and friends to visit as well. NPS is estimated on a scale of zero up to ten.
The NPS question should be included along the lines that read “about your stay at our hotel, how likely are you to refer or possibly recommend us to your family and friends?”
The guests that will give you a score ranging from a nine to a ten can be grouped under promoters, those grouped under passives are those who score between a seven and an eight.
Finally, those grouped under detractors are the guests who score the hotel between a zero and a six. After grouping the guests and calculating the score of the NPS survey, you can start operating on follow up strategies to formulate according to the result received.
A follow-up question should also be included alongside the NPS question. You should create an open-ended question that is customized in your hotel feedback system.
Also, you can include the question along the line that reads “what exactly is the major reason behind your score?”
This open-ended question should be included basically to receive quality customer feedback, gain more useful data and share the voice of the brand.
The feedback gotten should be acted upon to increase the loyalty of customers through the provision of the stellar guest experience.
Open-Ended/Comments Question
Since words can go a long way in interpreting more than what scores can actually say, you should include open-ended questions in the feedback of your hotel form for your guests to leave comments.
It is actually an incredible way to attain more context from the feedback of guests and the open-ended questions also enrich the feedback information quality to be received.
Such customer feedback will likely offer you with transparent concepts on how to handle certain issues.
Note that, the open-ended questions will elicit more data than various choice or close-ended questions. The open-ended question gives your guests the liberty to answer any question you provide in their own words.
It also provides your hotel with the opportunity to gain data you have never thought of before. It is fascinating to add the multiple-choice questions, close-ended questions and radio buttons to the hotel feedback forms in order to collect certain information.
Nevertheless, do not forget to put in open-ended questions for the sake of receiving information in a totally different light.
Personal Details
In capturing the feedback of your customers, you can also put in questions that ask users for their contact information. This feat is usually achieved if you are making use of a Hotel Guest Feedback System.
The screen asking for details of your guests can be customized. Select from diverse information that you need like their mailing address, email address, phone number, and name.
Getting personal details of your guests is vital as you will be capable of maintaining a database of your guests. The information gotten can be used to provide experiences that are exceptional to your guests when they visit next time.
Final Thoughts
Once the feedback you require is gotten, the best bet is to follow through with it immediately.
Make sure you listen to the suggestions and complaints of the guests, resolve problems that affect them and follow up on fixing the sources behind the problems. In turn, guests will reward your hotel with a loyalty that never ends.
However, all these will only begin when you ask the right questions via a hotel feedback management system.