Customizing survey invitations is an effective way to showcase your hotel's identity and increase the response rate
1. First, it's important that you review the current email sent to guests so that you can
analyze the changes that will be requested.
To do this, you should log in to Fidelity and send yourself a test email from:
- OnSite Module: Surveys Tab
- FollowUp Module: Surveys Tab
- Prestay Module: Web Check-In or Orders Tab
2. The changes that can be made are as follows:
a. Header Banner or GIF in the Email
The banner or GIF in your email is the first thing the guest sees upon opening it; therefore, it
should represent your hotel's image and be visually appealing. The image size should be 600
x 300 pixels, and the file should not exceed 500 kB in weight.
You can also replace the email content with an image. If the image contains text, please
provide your design in Spanish, English, and Portuguese. At the bottom of the image, there
will be a button that directs the guest to the survey. Note that the configuration of this
button will be handled by us and should not be included in your design.
The image should be 600 pixels wide and not exceed 500 kB in file size. The height of the image is at your discretion, but remember to leave space at the bottom for the survey response button.
b. Net Promoter Score (NPS) Question in the Email
Now, it is possible to replace the button directing to the survey with the NPS question. This means that when the guest selects an option, they will be redirected to the survey.
c. Emojis in the Subject Line
An excellent way to grab the guests' attention right from their email inbox is by using emojis.
Choose emojis that reflect your hotel's image and let's make your emails more engaging.
