Hotel Customer (and Staff) Feedback can be Hell

Filthy rooms, paint peeling from the walls, inedible food in the dirty restaurant, and an overall lack of accountability from leadership and staff. These are just a few of the wonderful surprises in store for world renowned chef Gordon Ramsay on his hit series, “Hotel Hell.” In it, Chef Ramsay...read more

Best of the Blog: Happy 6th Birthday!

Our faithful friend, the Cvent Web Surveys blog, turned six this month. So what better way to wish it happy birthday than to look back at six of the best posts of the year. Enjoy these reads and feel free to comment below to let us know what you’d like to see/read about in our blog for this coming...read more

[Webinar] The Holistic View of Measuring Customer Engagement

Date: Wednesday, October 8, 2014Time: 2:00pm ETDuration: 1 hour The current Customer Experience Management (CXM) concept is the product of a long evolution of database marketing, customer relationship management, Net Promoter Score and now managing the overall customer experience through a myriad of...read more

Swipe Right: Survey Lessons from Tinder

Tinder, the prolific online dating app that found its way onto the phones of millions of Americans searching for romance in one form or another, has revolutionized the dating scene for better or worse. And it’s really a simple concept. The app integrates with Facebook, pulling in users’ Facebook...read more

Sample Survey Thursday: Guest Satisfaction

Today’s focus: Guest satisfaction surveys. It’s critical that hotels treat their guests like family. It’s also important to understand what guests want and need so a hotel can provide each and every guest with a personalized, unique and memorable experience. But how do you tap into your guests?...read more

Comment Card Fail: Restaurants

I was listening to the radio this morning and the show hosts were talking about a comment that was left on a comment card. If you’ve ever been to an Outback Steakhouse (locations worldwide), you know it is an Australian themed restaurant, most famous for its bloomin’ onion and other Aussie-Tizers...read more

Steve Jobs: Customer Service Agent

Today, Apple – Live introduced the next line of Apple products to the world from their home base in Cupertino, California. Products that seem…a little familiar.  It’s not exactly outrageous to say Apple’s innovation streak has cooled in the years since Steve Jobs left us, but in many ways he still...read more

Avoid This Type of Phone Support

Have you ever purchased a product or paid for a service and then were asked to provide your input and feedback on your experience? Most likely your answer is ‘yes.’ But, the best is when you are lead or pressured to respond a certain way. For example, when an associate or clerk tells you that you’ll...read more

Learn from other’s mistakes: customer service fail

We’ve all been there. Whether it’s a cable company, your phone company, an airline, etc. there’s most likely been a time where you’re put on hold for what seems like forever, then when you do reach someone you’re transferred to and from departments until you reach the person you actually need to...read more

Are we there yet? Treat your surveys like (well-planned) summer road trips

Banked vacation days, warm weather, the lure of the open road—as the summer sun intensifies, so does our collective appetite for adventure and discovery. Many will pack their bags, load up the car and embark on a vacation. But before you take to the highway, take a few cues from the traditional...read more
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