In the following article, you will find recommendations that will help your hotel increase its survey response rate.
Measuring customer satisfaction is essential to understanding their needs, improving service quality, and strengthening loyalty to our brand. However, one of the biggest challenges when implementing satisfaction surveys is achieving a high and representative response rate. To address this challenge, it's crucial to make the response process as easy as possible—accessible, quick, and convenient for users.
An effective strategy to achieve this is using practical and immediate technology, such as QR codes and tablets at key customer interaction points. These tools allow you to capture feedback at the right moment, when the experience is still fresh, significantly increasing the likelihood of participation. Additionally, they eliminate barriers like the need to manually access a website or wait for a follow-up email.
Here are some implementation tips:
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Send surveys via email and WhatsApp (by updating guests’ email addresses at check-in to increase the number of deliveries).
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Complement this by placing a tablet at the front desk during check-out or a QR code.
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Some hotels offer incentives upon completing the survey, such as a courtesy gift or a discount for their next stay (e.g., discount coupons or a welcome drink).
