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.