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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.

 

Surveys 1 (1)

Surveys 3 (1)

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.

Surveys 4 (2)

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."

Surveys 5 (1)

 

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.