https://docs.google.com/document/d/151hjGJQ1W2YPZv7noHAmRLa2nqU73uY2-GumN0oWwxU/edit?usp=sharing
- Our guest survey responses and ratings are critical to our business for a number of reasons:
- Primary source of information regarding our operations and end user experience
- Best way to plan for the future growth, investments and priorities
- Impacts the bonuses and thus livelihood of the majority of the operations team
- There are multiple sources of reviews we receive:
- NPS Mid-Stay Survey
- NPS Survey upon Departure
- Booking.com and Expedia Reviews
- AirBnB Reviews
NPS Surveys via RMS
- 2 different surveys are sent via RMS however the link is to the same survey and the results are consolidated together.
- NPS Mid-Stay Survey is sent out 2 weeks after a guest checks in (long term only) to ask them how everything is going thus far. These guests will receive the same link (in a different triggered email) at the end of their stay
- 2 days after ANY guest checks out an email is automatically sent via RMS inviting them to complete a survey
- To see the invitation View the letter ‘NPS Survey’ under Correspondence
- When a guest responds to the survey the scores and information is received in RMS
- To access the info: Under REPORTS → MANAGEMENT → GUESTS → NPS
- Always search the surveys by SURVEY DATE and not by departure date
- Guests often respond to the survey long after they have departed and extended stay guests are also offered NPS surveys during their stay
Responding to NPS Surveys
- All NPS SURVEYS MUST BE RESPONDED TO WITHIN 72 hours of receipt
- 72 hours is also a very long period of time for us to respond to a guest need (or worst complaint)
- If you are responsible for responding to our NPS surveys it is a good idea to schedule a report to be sent to you every 1 to 2 days for the NPS surveys for the week
- The majority of these reports may be blank however if a guest is unhappy we cannot wait to acknowledge the guest once a week
- Reviewing NPS surveys must be as routine as verifying your arrivals and departures
- Respond to the survey via RMS Correspondence
- Under Correspondence there is a template for ‘NPS Response’ which has a very standard blurb and space to add your custom message
- We use RMS for a number of reasons:
- It provides a paper trail so all can see that the guests concerns were addressed (especially when compensation is offered)
- Serves record keeping on the guest profile in case of a return guest
- Is formatted to look professional and presentable
- Will save you time and allows anyone to help assist in responding to NPS surveys
- If a guest takes the time to provide a comment to us, we must take the time to insert a personalized response to address concerns or thank them for their feedback
- Be sure to respond to all areas of the guests feedback - not just the positive ones
- If the survey requires follow-up (i.e.; I lost my slippers) be sure to provide a timeline or contact person who will be in touch
- If the guest is happy then leave the link inviting them to post on Google. If they are not happy then delete it before sending.
Share the Feedback!
- Be sure to escalate and share any concerns brought up by the guest with appropriate teams!
- Good feedback
- Provides motivation for the hard work our teams are all doing
- If they mention someone by name there is a cash bonus incentive!
- Find a way that works best for your team and market to share feedback
- Examples - review all feedback at biweekly meetings, forward via email any reviews by name to the person, post on WorkPlace, send a monthly email with the monthly NPS surveys attached to the direct team
- Empower an NPS champion if you have one!
- Negative Feedback
- We all need to know when we have failed a guest
- Analyze the source of frustration to find a solution. There is ALWAYS a solution so do not brush it off!
- We cannot solve and fix everything however if our guest is upset then we have failed in communicating and setting expectations
- For example - Guests complain grocery delivery is too expensive. Our costs are set but perhaps the website should include fees?
- If we see the same complaint repeatedly - escalate to upper management for long term planning and policy consideration
- Also share feedback with our external teams and partners - building managers, security guards etc.
- They also need the feedback and it is a quick and easy way to foster the partnerships critical to our business
- See Email Templates for Guest Communications for a variety of very standard and basic responses that can be provided to guests
CSAT SCORES
- Our NPS (Net Promoter Score) Surveys provide us with a CSAT (customer satisfaction) score.
- To see current CSAT scores: under REPORTS → MANAGEMENT → GUESTS → NPS
- Under the date select ‘Custom Range’ for the current quarter
- Change ‘Survey Date’ to Departure Date (as that is how our bonuses are assessed)
- The top box will provide a summary of our scores including our current ‘Service’ score (which is our CSAT)
- It is critical to share these evolving scores with your team regularly. They work towards their bonuses all quarter and it should not be a surprise to them at all.