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Creating and Managing Guest Surveys

The Surveys section allows you to build, customize, and deploy guest satisfaction surveys. You can distribute these surveys directly via automated emails, or use a static link embedded in QR codes, digital signage, or your property's Wi-Fi login page.

1. Starting a New Survey

To get started, navigate to the Surveys section and click the Create Survey button to open the configuration wizard.

  • Basic Information: Give your survey a clear, internal name. You can also assign a Target Audience if you want to isolate specific guest segments (this can be left blank if the survey is for general use).

  • Choosing Your Starting Point: * Blank Survey: Choose this option to build your questionnaire completely from scratch.
    • Templates: Choose from pre-built industry templates tailored to your business type for a faster setup.

Once you have made your selection, click Create Survey to open the drag-and-drop Survey Creator.


2. Building Your Survey Structure

The Survey Creator is designed to be intuitive and straightforward, guiding you through the guest experience from start to finish:

  • Title & Description: Add a public title and a brief introductory description that your guests will see when they first open the link.
  • Welcome Page (Optional): Enable a dedicated landing page to greet guests before they begin. This can be configured and styled in your global settings.
  • Thank You Page: Customize the final screen guests see upon completion. It automatically adopts the branding guidelines and logos configured in your account settings.

3. Adding and Customizing Questions

To build your questionnaire, click the Add Question button. You can choose from a robust variety of data collection formats:

  • Standard Metrics: Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
  • Visual Ratings: 1–5 Star ratings or Emoji-based selectors.
  • Text Fields: Short text answers or long-form comment boxes.
  • Choice Selections: Single-select (radio buttons) or multiple-select (checkboxes) lists.

Advanced Conditional Logic (Sub-Questions)

To gather deeper insights without cluttering your survey, you can set up conditional sub-questions based on how a guest answers.

Example: If a guest provides a low score on an NPS question (a detractor), you can program an automatic follow-up question to appear, asking: "We are sorry to hear that. Please tell us more about what went wrong so we can improve."


4. Previewing, Saving, and Publishing

Before launching your survey, use the tools in the top right-hand corner to finalize your work:

  • Live Preview: View exactly how the survey will look on both desktop and mobile devices to ensure the user experience is seamless.
  • Save as Draft: If you need to step away, your progress is automatically saved. You can return to your draft in the survey dashboard at any time.
  • Publish: Once you are satisfied, hit Publish. This activates the survey, making it ready to be sent through your chosen distribution channels whenever your specified system triggers are met.