Guest surveys have always been the traditional way for hotel managers to obtain information and feedback to gauge customer satisfaction. However is it enough and is it really effective? This article writes about the limitations of guest surveys and how hotel managers start reconsidering and look to ways to change their methods if they were to maintain high level of guest satisfaction and effective guest management for their hotels.

1. Guest Surveys
Are Hotels Doing
The Right Thing?

2. • Receive Feedback and Comments From
Guests
• Get Insight Into What Guests Like or
Dislike About The Hotel
• Make Use of Feedback/Info To Develop
Effective Operational And Strategic
Decisions
• Increase Guest Loyalty

3. • Do Hotel Guest Have Enough Time To
Fill Up Surveys ??
• Are New Guests More Likely To Fill Up
Surveys Than Frequent Guests ??
• Do Guests Find It Tedious To Fill Up
Surveys ??
• How Many Survey Questions Are
Actually Answered Accurately ??

4. Feedback
from a portion of target population is
not obtained
Feedback Inaccuracy !!

5. • Not Flexible
Enough !!
• Limited Questions
& Response.
Example: Only 9
Questions Provided &
5 Response Type
• Feedback/Info Beyond Questions Asked Are
Not Captured

6. • Often Feedback Is Gathered AFTER
Guest Leaves Hotel.
( Too Late To React !! )
• Inconvenient For Guests. (Writing)
• Waste of Hotel’s Resources
- Paper For Surveys.
- Comment Card Holders In
Each Hotel Room.

8. • Collecting Wholesome Feedback From
Various Sources.
• Eliminates The Risk of Missing Out On A
Portion of Target Population.
• Not Limited To Specific Number of
Questions. ( Flexible Response – Speaking
Through Phones )
Information Accuracy
& Efficiency!!

9. • Real Time Feedback From Guests. Ability
To React On Site. ( Guests Leave Happy )
• Guest Feedback Goes Straight To
Management
• More Interactive 1 on 1 Interaction With
Guests. (Knowing Each Guests Better)

10. More Accurate, Efficient
Real Time Feedback
Hotel Managers Developing
More Effective, Timely &
Accurate Strategies