When was the last time you asked your hotel guests for customer feedback? Some hotels do an excellent job of sending out hotel surveys to gauge customer's satisfaction and experiences; others, well, I'm not sure they collect feedback from guests.
Just like it's important for a business to collect customer feedback by conducting customer market research and customer satisfaction surveys, it's important for hotels to build surveys for data collection as well. Travelers have lots of options, if you're constantly coming in below expectations and providing negative customer experiences, travelers will book rooms somewhere else.
If you have never done a hotel survey or don't already have a survey program in place, setting goals should be the first order of business. (I know, I'm so predictable, you knew that's what I would say.) Coming up with goals for your questionnaires can be one of the hardest parts if you've never done it before. While it's important to always create your own survey goals, here are a few things to think about for your hotel guest surveys:
Even if you're not gathering feedback about your guests visits, chances are other groups are. Every time I book a hotel through Expedia or another travel site, I receive a survey afterwards so they can ensure people booking through continue to be satisfied customers. The last thing you want is for your rating to go down because you didn't know there was a problem.
Just like it's important for a business to collect customer feedback by conducting customer market research and customer satisfaction surveys, it's important for hotels to build surveys for data collection as well. Travelers have lots of options, if you're constantly coming in below expectations and providing negative customer experiences, travelers will book rooms somewhere else.
If you have never done a hotel survey or don't already have a survey program in place, setting goals should be the first order of business. (I know, I'm so predictable, you knew that's what I would say.) Coming up with goals for your questionnaires can be one of the hardest parts if you've never done it before. While it's important to always create your own survey goals, here are a few things to think about for your hotel guest surveys:
• Did their stay meet, exceed or fall short of expectations?
• Why were they in the area: business, personal vacation, etc.?
• Why did they choose your hotel?
• Would they stay at your hotel or another hotel in the same chain again?
• Would they recommend your hotel to business colleagues, friends, family?
• Why were they in the area: business, personal vacation, etc.?
• Why did they choose your hotel?
• Would they stay at your hotel or another hotel in the same chain again?
• Would they recommend your hotel to business colleagues, friends, family?
Even if you're not gathering feedback about your guests visits, chances are other groups are. Every time I book a hotel through Expedia or another travel site, I receive a survey afterwards so they can ensure people booking through continue to be satisfied customers. The last thing you want is for your rating to go down because you didn't know there was a problem.
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