A Survey is a questionnaire given to your customers to gather opinions. If you want to know how good you are at doing your business, the best way is to ask your customers.
Customer Satisfaction Surveys help you collect surveys from your customers using the perfect channel – your WiFi. A survey form can be displayed in the login screen, welcome page, or anywhere you want. It can be configured to appear at each location in your network or only at some of your locations.
According to the CUSTOMER SATISFACTION SURVEY by Peter Marriott,
• Half of all hotel customers have cause to complain about the service they receive
• 42% of dissatisfied hotel guests do not register their complaints
• Over half (58%) of complainants are not satisfied with the response they receive
These are concerning facts that require pro-active tools to conduct surveys and react on it.
The majority of hotels collect surveys on check-out or when the guest arrives home. Hilton tends to collect surveys after 24h to 48h. While this approach provides average 30% response rate with its 10-minute surveys, there is still a lot of room for improvement.