Feedback Matters

Don’t Let a Bad Survey Be the Last Thing Your Guests Remember

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In this episode, Jeff and Rich review the guest feedback survey from a boutique hotel operated by one of the world’s largest hospitality brands. While the guest experience was exceptional, the survey left much to be desired—long, inconsistent, and surprisingly unpolished for such a well-run property and major hospitality brand. They explore why this happens more often than it should, and why the final touchpoint of the guest journey—the post-stay survey—should never feel like an afterthought.

Key Takeaways

  • Even top-tier hospitality brands can send poorly constructed surveys.
  • The guest survey is part of the guest experience—and it should feel that way.
  • Overly long, poorly constructed and edited surveys frustrate respondents.
  • A great guest experience deserves a strong finish.
  • The final impression you leave can shape how guests remember their stay.
  • Hotels of all sizes should treat feedback design with the same care as service delivery.
  • A better survey design leads to better data—and better guest satisfaction.

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    Want to know what we think about your feedback loop? Book a free discovery call to find out! 👉  https://www.guestinsight.com/book-a-free-discovery-session

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    Music licensed via Epidemic Sound: https://www.epidemicsound.com/ 

    #guestexperience #hospitalityindustry #hotelmanagement #guestsatisfaction #surveys #guestfeedback #cx #feedbackloop #feedback #customerfeedback #reviews #businessimprovement #customerexperience #OnlineReviews

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    Feedback MattersBy GuestInsight/Database Sciences
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