Prepare an effective satisfaction survey
Preparing an effective satisfaction survey for your hotel is a great way to get direct feedback from your guests and improve the quality of your services. Here is an example of how to structure a satisfaction survey, along with the types of questions you could ask:
Before starting with the specific questions, it is important to provide a brief introduction explaining the purpose of the survey and ensures the confidentiality of answers. It is also useful to thank guests for their time and collaboration.
Example of email content:
"Dear guest,
We sincerely appreciate that you chose our hotel for your stay. We would like to hear your opinion on your experience with us so that we can further improve our services. Please take a few minutes to complete this survey. Their answers are anonymous and confidential. Thank you for your help!"
Question Categories:
General Experience:
On a scale from 1 to 10, how would you rate your overall experience at our hotel?
What aspects of your stay would stand out as the most positive?
Booking and Check-in:
How would you rate the booking process at our hotel?
Was your check-in experience fast and efficient?
Room:
Were you satisfied with the cleanliness and comfort of your room?
Was there a problem with the room facilities?
Customer Service:
How would you rate the kindness and availability of staff?
Did you receive immediate assistance when you needed it?
Meals and Restaurant Service:
Did you use our restaurant service? If so, how would you rate the quality of food and service?
Do you have any suggestions for improving our food service?
Additional facilities and services:
Did you use additional facilities, such as the pool, gym or spa? How would you rate your experience?
Was there any additional services you would like us to offer in the future?
Open Comments:
Do you have any additional comments or suggestions you would like to share with us?
Final Questions:
Would you stay at our hotel again in the future?
Would you recommend our hotel to others?
Be sure to thank guests again for their participation and provide contact information so that they can contact you or the hotel directly if they wish to do so.
Once you've collected survey responses, analyse the data regularly to identify areas for improvement and take concrete steps to raise your guest satisfaction.
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