Guest Survey | Surveys and Market Research by Telephone

Guest Survey

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Guest Satisfaction Survey

Unlike other retail areas, in the hospitality industry, patrons are more than customers--they are your guests. An essential tenet of your industry is to do whatever it takes to ensure guest satisfaction. Guest satisfaction speaks volumes about the overall effectiveness of your staff and the perceived value of your establishment. Although most managers in the hospitality industry recognize the importance of meeting and exceeding guest expectations, they lack the time and resources needed to survey whether or not they are meeting those needs.

How can your guests’ opinions be polled or surveyed in a cost effective manner to improve staff performance and perceived value? How can guests be surveyed without compromising performance in areas key to your guests' comfort and satisfaction? If this quandary sounds familiar, your restaurant, hotel, or resort may benefit from a guest satisfaction survey tailored to the specific needs of the hospitality industry. A guest satisfaction survey can provide valuable information needed to improve your operations, including:

• Identifying potential guest issues, improving quality of experience, and building customer loyalty.
• Making strategic business decisions based on articulated guest needs
• Receiving guest feedback needed to fine tune new programs and product offerings.
• Learning how your organization compares to the competition
• Developing repeat business needed to maximize sales and profits

How to Conduct A Guest Satisfaction Survey

The printed, on-site satisfaction survey card that presents itself at the end of a guest stay or dinner is a traditional approach to quantifying guest satisfaction. We have all seen the "how are we doing" questionnaire accompanying our bill at the end of a meal or upon check-out. The problem with these types of surveys is that their success relies upon the guest's willingness to participate in the survey process. Fear of missing a flight or running late for the next appointment can take precedence over completing an on-site response card. Perhaps your guest meant to complete the survey but simply forgot. While any number of factors can contribute to an uncompleted survey, this much is certain: happy guests are potential advocates for your brand--and dissatisfied guests are sure to tell a colleague or friend about their experience whether they share this information with you or not. While printed feedback forms or online surveys may seem adequate tools to assess guest satisfaction, they seldom create the statistically valid sample required to formulate sound business decisions.

Telephone based hospitality and guest satisfaction surveys offer a number of advantages over online and printed surveys. Telephone interviews utilizing an independent third-party elicit a candid response, which encourages greater respondent candor and honesty. Telephone based satisfaction surveys are economical, as qualified respondents can be contacted in a timely manner, as compared to printed or online surveys. Finally, telephone interviews are proactive in nature, and produce a statistically valid sample of your target audience. A well designed guest satisfaction survey, combined with an appropriate data collection methodology, and a statistically valid sample ensures that sound decisions are made using reliable data.

Contact The Guest Satisfaction Survey Experts

Today's challenging business environment has resulted in decreased travel spending, which in turn, has had an enormous impact on the hospitality industry. When guests venture from home, they expect more value from their visit or stay. A well-implemented guest satisfaction survey can help you deliver more of what your guests want. Still on the fence? Consider the following:

• It costs five times more to acquire a new guest than keep an existing one.
• A 10% increase in customer retention typically increases profits by 30%.
• The average business does not hear from 96% of their unsatisfied customers.

At Direct Opinions, each guest satisfaction survey is tailored to your specific information objectives. We will use our 25 plus years of experience to develop and implement a survey strategy that fits your information needs and budget. Ready to get started? Contact Direct Opinions today for a quote on a guest satisfaction survey today!