Whether you’re a fast-food restaurant or a local hairdresser, feedback is important and for hotels, it’s no different. What is different though is the methods in which you can acquire and obtain them. Not all businesses have the ability to use all the methods below, but for the hospitality industry, these methods are vital to your success.
Having multiple ways in which to obtain feedback is important as it helps you gather as much data as possible. There is no one single best way to gather all the feedback from all your customers. But statistically speaking, the more avenues you have, the better the chances of you acquiring more.
Proactive methods involve metaphorically taking the bull by the horns and creating a situation in which you can acquire feedback from your customers. Many customers will not think about giving feedback, but offering the chance for them to will increase the likelihood that they will.
In-room customer surveys
Timing is of paramount importance when it comes to in-room customer surveys. Thrusting a survey at them before they’ve ever experienced a hot shower is not going garner you any results.
When it comes towards the end of their stay, allowing the cleaners to leave a well-constructed survey for them to fill out is ideal. With their experience still fresh in their memory, you can expect some strong and honest opinions.
With the number of online hotel bookings on the rise each year, the likelihood that you have their email address is quite high.
Email is a great way to prompt customers to leave a review. Once again, timing is key. Actively sending out review reminders while your customers may potentially be travelling back home isn’t ideal. Instead, opt to send out review reminders a few days after they’ve checked out. This will allow them to get back into the swing of day-to-day life, and it’s also given them enough time to reflect on their experience.
Ask them directly
The direct approach of just asking them in person can work extremely well. While it won’t be helpful to reel off loads of questions and put them on the spot, it can be useful to casually ask them short specific questions about their stay.
Just be sure to properly collect the responses, otherwise, it will be wasted.
Be your own customer
Another great way is to be your own customer. Step inside their shoes and walk the route they take, from start to finish.
By doing this, you’re allowing yourself to ‘naturally’ come across mistakes or things that could be improved upon. With this method, you can be brutally honest with yourself about the service you provide.
As previously mentioned, online bookings rise each year which is the perfect indication that people enjoy the freedom of booking online. One of the many perks of online bookings is the ability to read previous feedback.
Allowing customers to vent their frustrations or positively share their good experiences enables you to gather vital information about your own business.