Take control of your online reputation with guest satisfaction surveys
What questions should you ask your guests?
Well, the problem is, the longer the questionnaire, the less likely the guest will respond. So really what you need is a single question that gets to the heart of what you’re looking for. The best solution is Net Promoter Score, which asks, “How likely is it that you would recommend our company/product/service to a friend or colleague?” This is the most accurate way to gauge overall impressions while taking away individual preferences. But where the real magic happens is combining the correct question with the correct way to ask it – here’s how:
Automate your Process
If you try to survey guests manually, inevitably some will slip through the cracks. Make sure you have a system in place that can reach every guest before the end of their stay, and alert your staff to correct a situation if they are having an unsatisfactory experience.
Track your Online Reputation
Every negative review on TripAdvisor leads to 40 lost bookings for a hotel. So it’s incredibly important to get to ask your guests for feedback before the end of their stay so that you can correct a negative situation before it spirals out of control.
Encourage Positive Reviews
Once you know that a guest is happy, thank them for participating in the survey and encourage them to visit TripAdvisor and leave you a review.
Get more feedback with less asking
Zoottle is a hotel marketing toolset that automates the guest satisfaction survey process for hotels, allowing you to boost your TripAdvisor score and get valuable feedback effortlessly.
The Zoottle device connects to your Hotel’s WiFi and captures emails when guests log on. It then sends an automated email before your guest checks out that contains a guest satisfaction survey based on Net Promoter Score ® (NPS).
You’ll collect reviews from 40% of your Hotel bookings prior to guest checkout. If a guest gives a positive review, we will send an automated message thanking them and asking them to review the hotel on TripAdvisor. If they give a negative review, we send a message to the hotel staff so they can correct the situation before the guest leaves.
The result: a 40% increase in positive reviews and 70% decrease in negative ones.
Get in touch with us
Get in touch with us
“Zoottle’s service automated the processes which we had been doing manually for so long. For example, the platform sends all of our happy customers an invitation to write a review for us! In hospitality, often the small details make the biggest impacts.”
George Tsolakaki, Director of Sales at Aqua Vista Hotels
Zoottle also includes:
Zoottle connects to your existing WiFi and captures the email address of every single person who logs on. You can use these email addresses to send them promotions and encourage rebooking.
Set up free announcements and coupons that your guests will see when they log on to your hotel’s WiFi. You can target these by day of visit, age, gender, etc. You can also inject banners with your products and services while guests surf the internet, so your guests spend more during their stay.