5 Must-Have Questions to Ask on a Guest Satisfaction Survey

Guest satisfaction surveys are an effective way to get honest and constructive feedback.

It’s valuable to ask how your guests enjoyed their stay in-person when they’re leaving. But with online guest satisfaction surveys, you can receive more thoughtful and in-depth feedback.

Guest satisfaction surveys give your guests the opportunity to reflect on their experience on their own time. This can lead to getting responses that are more specific, which will help you improve future guests’ experiences.

You can’t ask your guest everything about their experience through a survey. Nobody wants to answer an hour-long questionnaire. So the questions you choose for your survey have to keep your guests engaged while aiming to draw tangible and actionable feedback.

Whether you’re creating a guest satisfaction survey for the first time or not getting quality feedback on your current one, make sure to include these five essential questions.

Rate your experience on a scale of 1-5

This simple question is an excellent marker of how guests felt about their experience. It’s measurable, so you can easily track how this number goes up or down over a period of time. If you include a rating system like this, keep it simple with a range like 1-5 is instead of 1-10. This makes it easier for the guest to make a choice.

What was your favorite part/least favorite part of your stay?

These questions let you know your business’ strengths and weaknesses. You could allow guests to choose certain categories such as employees, dining, recreation, amenities and more. Even if you allow people to choose a category, you can still prompt guests to leave comments below their favorite and least favorite aspect so you have more specific feedback.

How likely are you to recommend us?

You could offer this question in a “I’m very likely” to “I’m very unlikely” with moderate or neutral options in between. A recommendation can make or break someone’s decision to stay with you — so this can be a valuable thing to track.

What would you change about your stay?

This open-ended question could give you a fresh perspective of your customer service experience. Analyzing answers to this question could let you know about areas of improvement you hadn’t thought about before. There’s always room for improvement, regardless of how well or smooth something is currently running.

What else would you like to tell us?

Having this open-ended question on your satisfaction survey is essential because it gives guests the opportunity to bring up any highlights or lowlights they weren’t asked about previously. The answers to this may be positive or negative, but you’ll likely get some of your most valuable feedback here.