💡Important to know:
To set up and customise the questions on your property’s Post-stay feedback survey, go to Feedback > Survey.
Examples of useful post-stay survey questions
💡 Configure which guests will see your Post-stay feedback survey in Feedback > Settings.
We recommend adding between five to ten questions to your property’s Post-stay feedback survey, as too many questions might make the guest feel that completing the survey is too much effort, and they may not complete the survey in full, or at all.
In addition to the standard questions such as ‘how was the check-in process’ and ‘how did you like your room’, here are some useful questions you can add to your property’s post-stay survey.
Can we contact you?
For the final question in your Post-stay feedback survey, include a question asking the guest if they can be contacted.
Asking the guest if they would like a human follow-up can be very valuable to your property’s reputation.
➕ For example:
Create a blank Multiple options (radio) question with the Question text ‘Would you like us to follow up with you about your feedback?’.
Add Answer options ‘Yes’ and ‘No’.
Then, create another blank Short text question and add the Question text ‘If you responded ‘yes’ to the previous question, please provide the best contact details to reach you and we will be in touch shortly’.
Why did you stay with us?
This question is useful to find out the real reason a guest chose your property, of which data you can then use to adjust your upsell Offers, for example.
➕ For example:
Create a blank Multiple options (radio) question with the Question text ‘What kind of stay was this?’
Add Answer options: Holiday; Celebration (birthday, anniversary, etc); Stay for a local event (wedding, concert, conference etc.); Business trip; Something else.
Recognise staff
Consider asking your guest which staff member(s) made their great experience at your property possible. Then, relay that information back to your team for great staff morale. \
➕ For example:
Create a blank Short text question with the Question text ‘Were there any staff member(s) who went above and beyond during your stay? If so, we would love to know about them!
Ask ‘why’ a certain feedback was given
A Rating scales question is where a guest will rate their experience out of five — which is great for trending the performance of the check-in experience over time — however in addition, it is a good idea to ask the guest why they chose the specific rating.
If you ask a Rating scales question about various parts of the guest experience (such as ‘How was the check-in experience?’ or ‘How was the breakfast?’, etc.), it is a good idea to ask the guest to explain why they chose a certain rating, so that any issues can be addressed.
➕ For example:
Add a Rating scales question with the Question text ‘How was your check-in experience?’
Then, add a Short text question with the Question text ‘Why did you choose this rating?’
Ask about their room
The guest’s room is one part of your property that a guest is guaranteed to use and have an opinion about, so a useful question would be to ask your guest about the best and worst part of it.
➕ For example:
Create a blank Multiple options (radio) question with the Question text ‘Would it be okay if we publish your feedback on our social channels and public website?’