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How to Delete Surveys in the Fidelity Platform

In this article, you will learn how an Administrator can delete survey responses so they do not impact your hotel's performance metrics.

This feature is exclusively available to users with the Administrator role. There is no need to contact support, as administrators can process the deletion directly.

 

If your hotel receives a survey that was not answered by the actual guest, a survey where the guest reported making a mistake, or a public survey lacking sufficient information to identify the user, you can delete it directly from the platform to protect your metrics.

 

Steps to delete a survey:

  1. Go to the Guests section.
  2. In the survey list, locate the response you want to remove and click on the three dots on the right side.
  3. Click the three dots and select Delete answered survey.
  4. A pop-up window will appear confirming that the response will be excluded from the metrics. Select or state the reason for deletion.

 

 

 

Key considerations:

  • Time limit: Only surveys answered within the last 30 days can be deleted.
  • Exclusion metric: Once removed, the survey will no longer count toward main performance metrics and will move to the Excluded indicator in the Guests section.
  • Traceability: Every time a survey is removed, the system logs the user who performed the action.

 

How to check who deleted a survey in your hotel?

To review the deletion history for your hotel:

  1. Go to the Change Audit section.
  2. Filter by the action Delete.
  3. A list of all deleted surveys will be displayed, including details such as date, survey ID, source name, NPS score, reason, comments, and the user who performed the action.