Hospitality Survey Software

Ad Testing Guide 15 01
Market research 04 12

The industry of Hospitality is ever-evolving. It is diverse- hotels, restaurants, travels, entertainment – with each sector enjoying remarkable growth. The priority in hospitality is to meet the demands of the growing Global Tourism. With new experiences and destinations to explore, consumers are expecting the best experience from the industry.

It is easy to travel and book hotels, or restaurants thanks to digital innovation. But even with technological advancements, the Hospitality industry is not immune to the changing demands of the consumers. As easy it is to book a hotel, it is easier to post about a bad experience from a hotel on social media. 

The hospitality industry requires leveraging holistic customer experience for their guests. What better way to do so if not by collecting actionable insight from guests themselves. The companies need a unified platform that helps integrate guest data about their experience and satisfaction for the employees to use during their interaction with the guests. 

This brings us to Hospitality Survey Software.

What is Hospitality Survey Software?

Hospitality Survey Software is your one-stop solution to receive insightful data from guests in order to create personalized experiences to

  • Meet their demands and expectation
  • Grow revenue
  • Entice them to return to your company for future travel

Your guest expects excellent service from you especially because they are paying for those services. Their demands may sound unreasonable sometimes but in the hospitality industry, it is your responsibility to make sure they remain happy until the last moment of their stay or time with your company. 

Hospitality Survey Software is the platform that offers you Customer Satisfaction and Customer Experience Surveys with amazing functionalities to help you learn everything you need to ensure that your guests keep coming back.

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Why do you need Hospitality Survey Software?

Whether it is a hotel, lodging, or restaurant the success is driven by customer satisfaction. The platform helps you customize surveys in more than 250 languages across multiple digital devices. You can avoid the language barrier and focus on gaining knowledge about how your customers feel about your services. 

  • Hospitality Survey Software helps you stay in touch with the guest at every stage in their journey.
  • It helps you check in on their experience and understand how they feel about your services and offerings from the moment the beginning till after they have left. 
  • The platform helps you to learn their preference, changing desires, expectations, and demands; it helps you monitor their pulse.
  • Hospitality Survey Software helps you measure guest/ customer feedback to learn how you can optimize the experience.

What you can track with Hospitality Survey Software?

The platform helps you survey your guests on their experience and satisfaction during their time with you. It helps you to track

  • Digital Services: Booking, Website, App, and Loyalty Program experience
  • On-premise Services: Check-in, Room, Dining, Hotel, Amenities, Check-out and Post-visit experience

You can track the customer journey, collect and analyze data to ensure excellent business outcomes – high revenue, repeat guests/booking, and positive word-of-mouth. 

So, Hospitality Survey Software helps you

  • Obtain holistic insights through a unified platform
  • Increase sales with the knowledge obtained from the data

How can you utilize Hospitality Surveys?

Offline Survey Apps: Gather fresh data even when your guests are at a remote location without internet. You can use an offline feedback app to track customer experience during their stay.

An effective offline survey app allows you to gather customer feedback in the absence of the internet through a mobile device (iPad or Android tablets). The device automatically syncs with your survey platform when connected to the internet. 

SMS surveys: You can send an SMS survey to your guest after their check-out. You can attach a link guest survey and trigger an SMS survey at a time of your choice to collect feedback and rating. The guest can provide their review/ feedback and rating whenever it is convenient for them. 

You can use the Guest Satisfaction/ Experience survey to track metrics like CSAT, NPS® , and CES. 

Tracking NPS® can help you identify your loyal customers – promoters – who will publicize positive feedback about your brand. You can also identify your detractors, i.e., guests who are on the verge of leaving. You can use their feedback to improve and provide a better experience in order to convert detractors to promoters. 

With CSAT you can understand how much more you have to improve your services to satisfy your customers. 

CES can help you learn how much effort your guests have to make for their issue or request to resolve. 

Hospitality Survey Software offers features and tools to build interactive surveys. The tools include a wide range of question types, skip logic, media integration, customizable branding, responsive mobile surveys, etc.

Benefits of Hospitality Survey Software

Gather feedback and Take action

As mentioned earlier you can use Offline Survey App and send SMS surveys to collect guest feedback. You need to analyze the feedback using your Analytics Tool offered by Hospitality Survey Software to identify trends, customer sentiments, segment guests, and understand their likes and dislikes. 

You need to understand what is making your customers unhappy about your services and offerings. Use the knowledge and make decisions for required improvements and changes in the customer journey. Communicate with the guest about the action that’s being taken to resolve the issue. 

Hospitality Survey Software can help you close the feedback loop and track the actions taken on the feedback.

Offer Rewards

With your Survey Software, you can learn what the guests like and prefer. You can monitor their purchase behavior and determine what they want from your company. Whether it is special services or dining offers you can use the data to offer them rewards that can entice them to return to your hotel or restaurant for future travel.

Understand Feedback Trends

Customer insight can help you figure out what attracts consumers to your company. The Dynamic Dashboard can help you understand which aspect of your business and their customer journey impacts their decision positively. 

Whether it is the ambiance, food service, room service, employee behavior, or other special services, you can determine the USP of your business and utilize it for your benefit.

Measure Employee Performance

In the Hospitality Industry, your employees are in constant contact with your guests. Your guests seek your staff to resolve their issues or request services. So, it is important to track whether your guests are happy with your employees or not. 

You can use the Hospitality Survey Software to track employee performance. You can make decisions based on the result to improve employee performance by coaching them on the required fields that they are lacking.

This post is also available in French.