How do survey alerts work?
Where do we start?
1. Email Configuration for Minimum and Critical Alerts
Before activating the during-stay and post-stay surveys, it is important to first ensure that the correct email addresses have been added.These are set up in the "Configuration" section, under "Locations", by entering each hotel. Inside each hotel’s configuration, you will find the field to select the email address(es) where alert notifications should be sent. This ensures alerts can be managed as quickly as possible to recover dissatisfied customers.
The emails that need to be inserted in the alert settings are:
Email accounts for minimum alerts
Email accounts for critical alerts
These emails are used so that when a score falls below the minimum alert threshold, a notification is sent. In cases where the score is also below the critical alert threshold, two notifications will be sent (one for each type of alert). If the score is only below the minimum threshold, only one notification will be sent. You can add more than one email for each type of alert.
Once configured, ensure that the alert thresholds are correctly entered in the survey settings you intend to send. This can be reviewed from the survey menu, visible in the list view and editable by accessing each created survey.
2. Scoring Criteria
Our surveys are rated on a scale from 0 to 10. Based on this system, if a 5-star type survey is used, the scoring per star would be:
Based on the established alert thresholds (e.g., minimum alert = 7, critical alert = 4), any response rating between 1 to 3 stars would trigger a minimum alert. A critical alert would be triggered if the score corresponds to 1 or 2 stars.
Using the same criteria, here is how scoring would translate for a 4-star survey:
In this case, if we set the minimum and critical thresholds to 7 and 4 respectively, a minimum alert would be triggered by responses rated from 1 to 3 stars. A critical alert would be triggered by a 1-star rating.
3. Alert Visualization and Management
The information we can find includes the name of the survey, response date, contact name, the hotel where the guest stayed, the rating given, the type of survey, and possible actions. In the latter field, we will be able to view the answers to the different questions, go to the contact's profile who answered the survey, reply directly to the customer via email, and finally, we will have the option to mark the alert as reviewed.
Once we have sent our response to the customer’s comment, we can mark them as reviewed one by one using the "Reviewed" button, or select the responses we want and, in the box that appears on the left under "Action", click the dropdown and select "Mark alert as reviewed." This way, the alerts will disappear from "Alerts". Once marked as reviewed, this action cannot be undone.
When a customer rates us below the established score and the critical threshold, in addition to appearing under "Alerts" on the platform, we will also receive an email notification informing us of the creation of this alert.
In the "Responses" subsection, we can view all the surveys completed by guests collectively, regardless of the score.
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