Must-have features in a feedback solution

Most hospitality businesses today use some form of feedback gathering solution for insight into the customer experience, but with so many options on the market - is yours driving value to its optimum potential?

A customer satisfaction survey that usually gets filled in post-visit, in many ways, is an extension of the customer's experience, so it's important that the visual aspects and functionality reflect the kind of brand your business is.

Further, there are many smart features available with contemporary surveys that can enhance both the user experience, and the survey completion rates - improving customer satisfaction and increasing data volume at the same time.

Here are 3 key features to look out for:

Custom Branding - A survey should align fully with existing branding and feel like an organic extension of your website, giving you control over how customers perceive and connect with your brand.

Dynamic Survey - questions should adapt to the customer's experience and change based on, for example, whether the guest had food or not. This, along with multiple exit points, ensures a high completion rate is achieved.

Personalisation - with a good solution, answers can be pre-populated with information already known about the customer - e.g. which location and time they visited, boosting completion rates and feedback volume for your business.

Making your life easier

HGEM can offer your business all of the aforementioned features - plus many more that aim to make your life as a hospitality marketer or operator much easier.

• Beautiful and dynamic survey site

• Feedback Management platform that's easy to use

• Analytics: interactive dashboards / graphs and trends

• Inbox / Action Centre: respond to feedback and task management

• Reporting: extract any data you want or get a report sent to your inbox

• Incentives: voucher management and prize draws

• Integrations: popular CRMs, complaint management (such as Zendesk), e-commerce, BI systems, and more

Want to know more?

You can find out more about the features and benefits of HGEM feedback sites, or book a demo, at their website.