Add feedback and rating buttons directly to email signatures, tickets, or tablets. Customers simply click to leave a rating and can also leave a comment. Our customer satisfaction survey tool can alert you in real time to unhappy customers, or direct the feedback into Teams, Slack and more.
Guest satisfaction in the hospitality industry is extremely important. Happy hotel guests are likely to come again and possibly recommend the hotel. The experiences that your guests have are going to last far longer than their stay with you – which is why you need to prioritize the assessment of their satisfaction.
Customer Thermometer’s Outlook signature survey is unique, brandable, engaging and gets results. It’s the antidote to long surveys; customers love using it.
Your guest clicks or taps a single icon on an email. They click from wherever they are – even before they leave your hotel or guest house. Your guests want to give feedback – both good and bad. But sometimes they don’t have time for a long survey – help them to help you.
And what happens when customers click?
They leave a comment on a brandable, context-sensitive landing page. It can even help you drive positive online reviews!
You see a real-time set of out of the box reports detailing how your team is performing.
The market leader in engaging feedback
Gain useful and actionable feedback with metrics ranging from CSAT and NPS to TempTracking and league tables. View or export your data to use it how you choose, see a live comment stream and the geolocation of responses, track targets and schedule reports for when you need them. Not only this, but you can use webhooks to trigger actions inside other apps, and we offer many integrations to write back your data into your system.
Because of our hard work, we’re very pleased to say that we’ve grabbed a few awards over the years. We value good – magical – customer service so much that our support team have been nicknamed ‘the Ministry of Magic’! We want every customer to get the best from our software and to feel supported along the way, and it’s our goal to be the world’s best company to work with and for.
Feedback no matter what size you are
From startups to global brands, thousands of customer-obsessed companies
in over 160 countries use Customer Thermometer
Customer Thermometer integrates with 100s of services
gmail
Zendesk
Salesforce
ServiceNow
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What is guest satisfaction?
Your staff play a vital role in fulfilling your guest’s expectations. It is important to consider every employee as a customer service representative. They all need to be friendly, welcoming and helpful. They need to be great communicators who love dealing with people. They need to be calm and able to manage upset guests, difficult requests and people from all over the world with varied backgrounds.
Some aspects of hotel guest expectations and satisfaction are common to all scenarios. Guests expect cleanliness, they want the food to be excellent and they want the service to be equally good. Many will also expect amenities and attractions to be easily accessible. Ensuring that your establishment goes above and beyond what is commonly expected will help to achieve great guest satisfaction feedback.
Old-style hotel guest satisfaction surveys tend to ask lots of questions, often offering a variety of multiple choice style answers. Questions commonly asked include:
This is only a summary list of questions and many hotel surveys actually ask many more than these. It’s not surprising that survey response rates can be very low indeed. The Customer Thermometer 1-click hotel guest survey is far easier and more engaging – resulting in far higher survey response rates.
You run an hotel, guest house, B&B or even a holiday cottage for hire. In a world where reviews matter to a business’ bottom line, it makes a lot of sense to pin down how your guests feel about their time with you, so you can make changes before the next batch of people turns up.
Your guests want to leave feedback in the simplest and fastest possible way. You want to get their feedback equally quickly. That’s exactly what our hotel satisfaction survey tool does, a match made in heaven.
The organisations using our guest satisfaction surveys benefit from levels of insight you’d never manage to achieve with old-school surveys containing multiple questions, paper questionnaires that take forever to fill in.
To help you get to grips with our one-click survey system we’re giving away ten free surveys. Here’s how they could change your business for the better, forever.
High levels of customer satisfaction are powerful predictors of customer retention and loyalty, and also drive re-purchases. The most successful businesses in your sector concentrate on creating and reinforcing positive, enjoyable experiences to help them persuade existing guests to return and attract new ones. Our wonderfully intuitive, intelligently constructed satisfaction surveys provide you with the insight needed to do exactly that. They tap directly into the Tripadvisor effect.
The what? If you haven’t heard of the Tripadvisor effect, it’s amazing. According to US journalist Tom Vanderbilt, the Tripadvisor site has grown so large that reviews posted on it can actually, ‘shift the tourist economies of entire countries’. The Daily Mail confirmed much the same effect with their own research, which revealed how user-generated content on the Tripadvisor site was, ‘directly related to £2 billion of tourism spending in the UK’ and helps to sustain fifty five thousand tourism-related jobs in the country.
All this means that whatever country you operate in, whether the business is large or small, customers’ feelings have a direct impact on your bottom line. They really do matter.
It’s an interesting paradox: if a customer suffers a problem and you fix it, they feel a lot better about your business than if they never had an issue in the first place. In other words, fixing problems breeds better loyalty and makes customers more ‘sticky’. You can read all about it here.
At the same time a dissatisfied customer whose issue is left unresolved will tell anything from nine to fifteen of their contacts – whether it’s family, friends or colleagues – about their bad experience, and 13% of them will relay their dissatisfaction to more than twenty people. Happy people, on the other hand, only tell between 4-6 others about their great experience. Whichever way you look at it, resolving problems for guests looks like a very wise thing to do.
You want to take advantage of the Customer Thermometer free survey offer and test ten guest satisfaction surveys for your business. This is your chance to see how our hotel guest survey works without spending any of your hard-earned cash.
As far as the practical side of actually creating a survey – a Thermometer – goes, you’ll find clear step-by-step instructions, including handy screenshots, here in our five step Quick Start Guide. It couldn’t be simpler.
We’ve created a growing suite of advice to help you make the most of our influential one-click surveys.
Our surveys are well known for the astonishingly good response rates they generate, so much better than long online surveys or the paper ones you leave out in a guest’s room. It matters because, as well as capturing individual issues to resolve, you can use the data to look for patterns. And to spot genuine patterns, you need a statistically relevant amount of data to work with. In other words, you can’t really draw valid conclusions from just a few responses. You need a lot.
Take your ten free surveys, send them out and see what you get back. A guest satisfaction Thermometer opens up all sorts of exciting opportunities, putting you at the heart of what your guests are feeling and thinking in an unobtrusive and enjoyable way. Together we’ll make your business work even better!
