GuestInsight - Feedback Intelligence

One thing that continues to stand out as we produce episodes of our "So You Want My Feedback?" podcast series: Small survey design decisions often have much larger effects than hospitality operators realize. Things like: -invitation wording -question sequencing -answer scale labels -mobile friction -how review follow-through is handled …can all subtly influence participation, candor, reputation outcomes, and the final impression guests leave with after their visit. Hospitality surveys are often treated as simple operational tools. But they shape much more than the data itself.

Should CX feedback surveys include incentives? In this short clip from the Feedback Matters podcast, we discuss a post-event survey approach; including ticket giveaway incentives, estimated completion time, and setting expectations for the survey experience. #GuestExperience #CustomerExperience #FeedbackMatters #Hospitality #SurveyDesign #CustomerFeedback #OnlineSurveys #CX #BestPractices

Transparency is the backbone of growth, but it starts with trust. 🤝 If your guests don’t feel safe sharing their true thoughts, you’re only getting half the story. Providing an anonymous feedback loop isn't just a "nice-to-have"—it’s a necessity for honest, actionable insights that actually move the needle for your business. Don't let a name tag stand in the way of the truth. How do you encourage honesty in your guest feedback? Let’s chat in the comments! 👇 #CustomerFeedback #BusinessGrowth #Transparency #CustomerExperience #DataDriven #HospitalityTech #HonestInsights

Would your guests be completely candid? In our latest episode of So You Want My Feedback?, we review a restaurant survey sent after a recent dining experience ... and uncover a small detail that could have a bigger impact than it seems. Right up front, the survey states that responses, including the guest’s name and contact information, will be shared with the restaurant — framed as a way to “provide you with a better dining experience.” That framing is well-intentioned, but it may have unintended consequences: • Guests who do respond may be less candid • Some guests may choose not to respond at all Not because they don’t have feedback.. but because they may feel uncomfortable sharing it. It’s a good reminder that how you ask matters just as much as what you ask. 🎙️ Listen here: https://apple.co/4cXn3pP or https://lnkd.in/gQtG5a_p 📺 Watch here: https://lnkd.in/gps5UVgj

This came from a post-stay survey sent by one of the largest hospitality brands in the world. At first glance, nothing unusual. But here's a question that stopped us. — We’ve started pulling short clips from our So You Want My Feedback? series—real surveys we encounter in everyday life, experienced in real time. Examples of what works. And what doesn’t. This one is a good example of how things can quietly go off track. Because if the question doesn’t make sense to the guest, the data won’t make sense either. 🎙 Full episode: https://lnkd.in/g639Zv4G

In the latest episode of our So You Want My Feedback? podcast series, we break down a post-stay survey received after a recent hotel stay. The stay itself was fine. The survey was not. Sent by one of the largest global hotel brands, it’s a clear example of how guest feedback programs can miss the mark. Some lowlights: • The survey included a progress indicator that was misleading. Setting expectations around time and effort is important, but if those expectations aren’t accurate, it can quickly discourage guests who were otherwise willing to provide thoughtful feedback. • It asked questions that didn’t align with the actual guest journey and offered answer choices that didn’t apply. This doesn’t just frustrate respondents, it creates data that’s difficult, at best, to interpret. • It asked guests to evaluate “the restaurant” at a property with multiple outlets. This generates data that is too vague to act on and is a poor use of the guest’s time. • It forced responses to be either positive or negative in situations where a neutral answer could be appropriate; removing a midpoint doesn’t improve clarity, it distorts results. This raises a broader issue: Poorly designed surveys don’t just fail to generate useful insight, they can generate misleading insight and when that data is used to evaluate teams, guide decisions, or shape strategy, the consequences extend well beyond the survey itself. Guest feedback is one of the most valuable tools hospitality organizations have. But only when it is: • aligned with the actual guest experience • structured to produce clear, actionable insight • respectful of the guest’s time In this episode, we walk through the survey step-by-step and discuss how it could have been designed differently to better serve both the guest and the operator. Listen to the audio version here: https://apple.co/3O8KYtY https://lnkd.in/e2_3qaNq Watch here:  https://lnkd.in/eKkMZqhz #Hospitality #GuestExperience #HotelManagement #CustomerFeedback

Reviews are a highlight (and lowlight) reel; not the full story. This 30-sec clip from our recent podcast episode explains why that matters for hotels. Links to the full episode in the first comment. #Hospitality #OnlineReviews #GuestExperience #ReputationManagement

The Data is In: Your Online Reputation is Being Controlled by 4% of Your Guests. Our latest consumer survey of U.S. hotel guests uncovered a massive gap between those who consume reviews and those who write them. While 94% of travelers rely on feedback to book, the "silent majority" is staying quiet. Jeff and Rich dive into the implications for hotel marketing and guest loyalty in the latest episode of Feedback Matters. Check out Jeff’s full breakdown and the episode links below! 👇