Guest feedback exam for Aimbridge hoteliers

Are you ready to get Revinate Certified in hotel guest feedback?

Complete this exam to be issued a certificate of course completion. This can then be linked to your LinkedIn account, downloaded as a PDF, or linked directly from your resume.

Passing requires 80% or higher completion. If you fail, no worries — you can take the test again. Be sure to view the full hotel guest feedback course here prior to taking the exam.

Aimbridge Guest feedback certification

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12%

What is a conditional question?*

Question about terms and conditions

Question about hotel condition

Question that shows up based on a specific question response

Select all true statements.*

Surveys reminders do not have an impact on the completion rate

Sending post-stay surveys in the afternoon between 2 and 5 pm will help increase your completion rate

Do not ask questions you already know the answers to

Survey length should not change according to hotel segment

For all hotels segments, the shorter the survey the better

Select all true statements.*

Low click rates means there might be an issue with the survey

Low open rates means there might be an issue with the survey invitation email

Low delivered rates means there is an issue with the email addresses you are collecting

Editing the style of your surveys can help improve clicks and completion rate

Is NPS a metric that is used only in hospitality?*

Yes

What is the best practice for what proportion of reviews to respond to?*

100%

60%

50%

30%

When setting up goals, what metrics should you monitor?*

Review rating

All of the above

Tripadvisor ranking

Response time

Why is feedback critical? Select all that apply.*

For every point of increase in rating there is an increase in bookings

For every point of increase in ADR there is a decrease in bookings

There is a direct link between online ratings, bookings, and revenue

There is a direct relationship between revenue and operational efficiency

Why is measuring results a good practice?*

To avoid guest complaints

All of the above

To monitor and improve guest satisfaction

To identify what is working well and what can be improved

To improve internal operations and processes

What are the benefits of surveys? Select all that apply.*

Keep in touch with your recent guests

Drive more reviews on major sites

Net promoter score

Provide insights and operational feedback from your recent guests

Increase guests touch points throughout the guest journey

Pick all appropriate options for responding to a negative review.*

Invite the guest back

Address every single point in detail separately

Thank the guest for their feedback

Apologize for the poor experience

What question types can you include in your survey?*

Multiple choice

Rating question

Comment box

All of the above

Yes/no question

Why is online reputation important? Select all that apply.*

It is trendy to be present in all social media

All of the above

Drive more returning guests

Promote the good and helps turning the negative into positive

Allows you to get the right customers

When it comes to survey publishing, select all that apply.*

Google is the most important channel

Getting more reviews on Google can impact search results

Tripadvisor is used only in the inspiration phase

Tripadvisor is the most used channel closer to the booking decision

Both Tripadvisor and Google are important channels

Based on which question is NPS calculated?*

How likely are you to recommend this property to a friend or colleague?

How would you rate our service?

How did you enjoy your stay and the facilities?

Would you come back to stay with us again?

What is net promoter score (NPS)?*

Difference between percentage of Promoters and Detractors

Percentage of Survey Promoters

Number of Survey Promoters

How is the Tripadvisor ranking determined?*

Quantity, Frequency

Frequency, Quantity, Content

Quality, Recency, Quantity

Content, Quantity, Volume

Is it recommended to ask for feedback on things you can't change (e.g., location)?*

Yes

How can you use the feedback you ingest from your guests? Select all that apply.*

Continuously monitor the feedback

Use feedback to push-back with guests when needed

All of the above

Share the feedback with your team

How can you build a feedback-based mentality and culture in your hotel(s)? Select all that apply.*

Respond to reviews online

Train staff to ask for reviews

Celebrate reviews wins

Address every issue in meetings so that everyone knows who was responsible for the issue

Never read reviews in meetings

How soon should you respond to negative reviews?*

Within 24 hours

Within 48 hours

Immediately

Within a week

Certificate Information

Please provide the following so we can provide test results and issue a certificate of completion if you pass.

Name*

First Last

Email*

Select your role*

Select country*

Hotel / Group name*

Consent*

I have read and agree to Revinate's Privacy Policy

Guest feedback exam for Aimbridge hoteliers

Aimbridge Guest feedback certification

Certificate Information

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