How do I create and activate my during-stay and post-stay surveys?

How do I create and activate my during-stay and post-stay surveys?

Where do we start?

1. Creation of surveys

We access the Surveys part in the module Reviews:



To add a new survey:

click on the blue button."+ Survey"




Now we have to define the name of the survey, type and language.

To add a name to the survey:
Enter the desired name in the "Name" field. In this case, we will enter "Encuesta In House (ES)" to create an In House survey (during stay) in Spanish.

To add a new survey type:
If this is your first time creating a survey, the dropdown in the "Survey Type" field will be empty when you click on it. Click the "+" button located at the top of the "Survey Type" field to add a new survey type.




By clicking this button we will see a pop-up. This is where we define the kind of survey we are creating. In this case, we will create an In House-type survey:




Once we have the type of survey defined we click on "Create and add".

When we have defined the name of the survey and the type, we click on the "Add new survey".



2. Content of the survey

This is where we define the content of the survey. To view a survey question, we need to create at least one page. Click on the button "+ Page" to start creating a new page.





Now we can define the title and description of the page we are creating.
The title we will use is "Encuesta In House (ES) Valoración General", and for the description, we will enter "¿Está todo bien?". We will also click the "Show description" checkbox so that the guest can see the page description. When we’re ready to continue, we click the "Save" button.



To add content or questions on the page, click the page name.


The different types of questions:

On the left side, you can choose between:
  1. Open answer: Allows the guest to respond in their own words in a free text field.
  1. Options: Guests can choose between two or more options, selecting only one of them. It is useful for questions with answers "Yes" or "No".
  1. Multiple options: Guests can select several options in the answer.
  1. Valuation: Guests can leave a rating between 1 and 5 stars. The stars are equivalent to 0 - 2.5 - 5 - 7.5 - 10. There is also a special option of "4 stars", where stars are equivalent to 0 - 3.33 - 6.66 - 10
  1. Date: Guests respond with a date.

For the"In-House" survey, we will use the question type "Valuation". When selecting this type, a new pop-up will appear where we will define the following fields:
  1. Type your question: Here we write the question. "How is your staying at the hotel going?"
  1. Add Label: Each question has its own label, useful for viewing survey reports. In this case, the label will be "General", as it affects all parts of the room.
  1. Mandatory: We can decide whether or not the question is mandatory. In this case, it will be mandatory for the guest to complete the survey.
  1. Applicable: In In-House surveys, the question will always apply. In other cases, it could be "Non Applicable".
  1. Visible question:We can choose whether or not the question will be visible in the final survey.
  1. Score on global average: This option defines whether the question score will be taken into account in calculating the average grade.


When defining the above question and fields, click on the "Save" button to save the changes made to the survey.



When we save a question, we can see that on the right side we have several new buttons:



    1. Edit: Allows you to change the current question.
    2. Trash: Delete the question.
    3. Arrows: Change the order of questions (when there is more than one).
    4. "+ Add subquestion": Adds a new question based on certain criteria. By clicking on this button, you can select the type of question you want, such as "Open Question". Then, click on "Select" and in the pop-up that appears, you define the criteria for the subQue.




    Here we can see a new field — "Below which value will it be displayed?" In this field, we define the minimum rating of the parent question required for the sub-question to be shown. In this case, we have chosen a value of 6, which corresponds to 3 stars. We save the conditions by clicking the "Save" button. Now we can see that if the guest gives a rating of 3 stars or lower, the sub-question will appear.



    But if you leave a valuation of 4 or 5, the sub-question will not appear:



    Once we have defined the question and sub-question, we should click the "Save and Exit" button to return to the list of surveys.
    Before activating the campaign with the survey, we need to click on the survey we just created and define the minimum or critical score for triggering alerts.
    Alerts are triggered every time a guest gives a score     below the minimum threshold. If we want to receive all responses regardless of the score, we will check the box "Show for all alerts".


    Click on the button "Save" to save the data and in "Back" to return to the survey list.



    Example of survey during stay:



    Example of post-stay survey:




    3. Creation and editing templates for reviews during stay


    To activate the reviews, we will start by customizing our template in the appropriate language, according to the ones previously requested. These templates can be found in the Campaigns section under Templates. Once inside the Templates section, we proceed by clicking the "+ Template" button.

    After selecting the template, the editor will automatically open. To learn how to use the Fideltour editor, we encourage you to read the article "How to use the campaign editor?" previously published. It is important to add the dynamic tag [POLL_LINK] inside the "access the survey" button, as this tag is responsible for redirecting the customer to the survey landing page once the email has been sent.

    To learn more about dynamic tags and how they work, we invite you to read the related article.



    4. Segmentation for review during stay


    Once we have customized our in-stay review template to our liking, we will proceed to create the segment that will be used for our target audience. Segmentation can be created either before or after editing the templates. It is recommended to create segments based on language (e.g., Spanish, English, and German).

    To create a language segment, click on "Segments" located in the CRM module and then click the blue "+ Segment" button. Language-based segments are commonly created when it comes to using them for reviews. In this case, we will name this segment "Language ES" since it will be distinguished by the Spanish language.

    If you prefer to use the country field instead of the language field, you can do that as well. It is important to ensure that the audience from the selected country or countries speaks the language in which the template is written.





    Once the segment language has been added, we proceed by clicking on "Create Segment" and then on "Back" to return to the main section where all segments are listed. There, we can see our newly created segment displayed at the top of the list. If you would like more information on how to create segments, please read the following article: How do I create a segment in Fideltour?.



    5. Creation of the campaign


    Once we have created our segment and finalized our template, we proceed to create the campaign.

    The steps to configure the campaign are the same as for an automated campaign, with one new field: the Review field, where we will find the different surveys linked to our account. We will then proceed to fill in each of the fields




    In the scope section, in the segments field, we search for the previously created language segment and select it. If it is a chain with several hotels, we select the specific hotel under "Segment by movements". If the company is a single hotel, we leave this field blank.



    The next step is to add the subject matter in the campaign and preview text if desired. It is important that the matter refer to the survey.



    In content we will add the template that has previously been customized which, we will find it in the section of "My templates".





    As a last step, we click the send button and we will see that we have the option to schedule our campaign. We usually recommend automating it 1 to 2 days after the customer has checked in for the during-stay survey, and after check-out for the post-stay survey. Once scheduled, we select "Activate campaign".




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