How to Compose your Guest Satisfaction Survey Questions

You want your guest satisfaction survey to have accurate responses and a high completion rate. Here are five things to think about when you write your questions.

1. Objectivity

It’s important to compose guest satisfaction survey questions that will make guests give genuine answers. For example, instead of asking, “How did you like our state-of-the-art check-in kiosk?”, which can be leading, let the guest make the call. “How would you rate your experience with the check-in kiosk?”

2. Don’t use industry jargon

Instead of saying “OTA,” for example, use “third party reservation site,” or “online travel agency.”

3. Avoid questions stated in the negative.

A question starting off like this, “I would not prefer a completely automated check-in process” is confusing. If a customer wanted to answer, “Yes, I would prefer a completely automated check-in process,” he or she would have to make “disagree” the answer.

Instead, simply use a direct, positive statement with which the guest can agree or disagree.

4. Only ask one question at a time. 

For example, don’t ask about both the pool chairs and the towels in the same question. The guest could make statements that mean either the pool chairs or the towels, and the answer has a high probability of being vague. You won’t know how to interpret your feedback.

5. Remember: You need to use this feedback. 

Ask yourself about each question: If you received an answer to this, can you use it and act on it. If not, how valuable is it to you? Think about how you plan to use the results.

Want to learn more about optimizing your guest satisfaction surveys? Sign up for our free Best Practices Webinar on July 1st to get some more tips, tricks, and a full product demo of Revinate Post-Stay Surveys.

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