Everything About Your Surveys: Structure, Formats, and How to Request Changes

 

💡 Golden Rule: We recommend keeping your surveys short and concise. A direct, brief survey significantly increases the completion rate and ensures your guests do not drop out halfway through.

 

1. The NPS (Net Promoter Score) Question
Global Industry Standard

 

Measuring the Net Promoter Score (NPS) is the international standard metric for gauging guest loyalty in the hotel industry. For this reason, it is always included in the survey.

• Position: Can be placed in any position, though it is usually question #1 of the survey.

• Scale: Numerical from 0 to 10 (where 0 represents "Unlikely" and 10 "Very likely").

• Format: The scale and its methodological wording are fixed to ensure results are comparable against industry benchmarks.

 

 

 

2. Available Question Types

To adapt the survey to your specific needs, you can select from the following question types when structuring it:

 

 

Option 1: Single Choice

The guest can only choose one option from the list.

• Ideal for: Purpose of travel, booking channel, age group, stay type.

 

 

 

Option 2: Multiple Choice

The guest can select one or more options based on their experience.

• Ideal for: Amenities/services used during the stay, referral source (how they heard about the hotel), areas visited.

 

 

 

Option 3: Grid

Allows guests to rate different aspects of the hotel in an organized, uniform format. It can range from a single item (Simple Grid) to multiple evaluation areas (Multiple Grid).

 

Standard Rating Scale: 0 to 5

 

 

 

 

Option 4: Comment Question (Long Open Text)

Allows the guest to write suggestions, compliments, or detailed feedback in free-form text.

 

 

Option 5: Text Question (Short Open Text)

Allows the guest to write a short response, such as name, phone number, staff member name, etc.

 

 

 

3. Conditional Question Structure (Skip Logic)

Conditional questions allow additional questions to be displayed based on the guest's response (for example, asking about restaurant details only to those who indicate they used it).

✅ Design Rule – 1 Conditional Level Allowed: A main question can trigger one or more follow-up questions associated with the guest's choice.

🚫 Avoid – Sub-conditionals (Conditionals within another conditional): To ensure smooth mobile navigation and prevent the survey from becoming overly complex or confusing, second-level branching (sub-questions within another sub-question) is not enabled.

 

 

 

 

4. Quick Guide for Submitting Your New Survey Proposal or Adjustments

 

When sending us your survey structure, we suggest checking the following items to speed up implementation:

 

 

If you request changes that involve removing questions, historical responses associated with them will no longer be visible on the platform. Please make sure to download all necessary reports as a backup prior to requesting the change.

❓ How to back up your reports before modifying surveys