Feedback Matters

It’s the Most Asked Survey Question — But Does It Make Any Sense?

Why “How Likely Are You to Recommend?” Might Be the Wrong Question In this mini-episode of Feedback Matters, Jeff and Rich tackle one of CX measurement's most sacred cows: the Net Promoter Score question.
👉 “How likely are you to recommend our hotel to a friend or family member?”
It sounds smart. It looks official. It’s everywhere.
But have you ever really thought about what it’s asking?
We dig into why this question often fails to deliver useful insight, especially in hospitality. From scale confusion to vague context, we make the case that it’s time to rethink how we measure guest loyalty.
This is just the beginning — in an upcoming episode, we’ll break down how NPS is actually calculated (and why that might be an even bigger problem).
🎧 Subscribe for more honest, practical insights about surveys, feedback, and the guest experience.
 #NetPromoterScore #GuestFeedback #SurveyDesign #HospitalityInsights #CustomerExperience #FeedbackMatters #CX

Don’t Let a Bad Survey Be the Last Thing Your Guests Remember

In this episode, Jeff and Rich review the guest feedback survey from a boutique hotel operated by one of the world’s largest hospitality brands. While the guest experience was exceptional, the survey left much to be desired—long, inconsistent, and surprisingly unpolished for such a well-run property and major hospitality brand. They explore why this happens more often than it should, and why the final touchpoint of the guest journey—the post-stay survey—should never feel like an afterthought.
Key Takeaways
Even top-tier hospitality brands can send poorly constructed surveys.
The guest survey is part of the guest experience—and it should feel that way.
Overly long, poorly constructed and edited surveys frustrate respondents.
A great guest experience deserves a strong finish.
The final impression you leave can shape how guests remember their stay.
Hotels of all sizes should treat feedback design with the same care as service delivery.
A better survey design leads to better data—and better guest satisfaction.
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Want to know what we think about your feedback loop? Book a free discovery call to find out! 👉  https://www.guestinsight.com/book-a-free-discovery-session
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Music licensed via Epidemic Sound: https://www.epidemicsound.com/ 
#guestexperience #hospitalityindustry #hotelmanagement #guestsatisfaction #surveys #guestfeedback #cx #feedbackloop #feedback #customerfeedback #reviews #businessimprovement #customerexperience #OnlineReviews

We're Confused - A Tangled Feedback Loop?

In this episode, we take a look at the customer feedback loop of a regional furniture chain. Jeff and Rich get into the weeds on what turned out to be a confusing feedback process after a transaction. They reflect on the overall customer journey, including the delivery experience, and lament how businesses often don't pay the same attention to detail on their feedback loop as they do on other parts of the customer journey. Key Takeaways •The review process can often be confusing for customers. •Surveys and reviews serve different purposes and should be clearly distinguished. •Customers may not always receive the feedback requests they expect. •Businesses should prioritize collecting quality feedback to optimize customer experience. •Clear communication is essential in the feedback loop. •Feedback mechanisms should be user-friendly and accessible. •Improving feedback processes can lead to better business outcomes.
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Want to know what we think about your feedback loop?
Book a free discovery call to find out! 👉 https://bit.ly/4gPtkUv ➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖
#customerfeedback #cx #reviews #surveys #feedbackloop #feedback #businessimprovement #customerexperience

Here’s Five Stars for You—How About Us?

In this episode, we analyze the guest feedback requests from a non-traditional lodging experience—a short-term rental booked through a major platform. Jeff and Rich discuss the post-stay emails, the review prompts, the survey, and the differences between public reviews and private feedback channels.
Are platforms prioritizing better guest experiences or simply looking to boost ratings? We break down how hospitality businesses—both traditional and short-term—can optimize their surveys to collect more meaningful insights while still staying focused on online reputation.
Plus, we get into the legitimacy of "trading" mutual reviews, and the one simple change that could have made this guest feedback process much better.
Unlock the Full Potential of Your Guest Feedback 🔑✨ - Book A Free Consultation or Demo Today: https://www.guestinsight.com/who-we-are
#VoiceOfTheGuest #VoiceOfTheCustomer #GuestExperience #CustomerFeedback #ShortTermRentals #Hospitality #HotelManagement #CX #Surveys #VacationRentals #OnlineReviews #GuestSatisfaction #surveys

Will This Help You Get Better Reviews for Your Restaurant?

Unlock the Full Potential of Your Guest Feedback 🔑✨ - Book A Free Consultation or Demo Today: https://www.guestinsight.com/who-we-are
 
Join Jeff Robbins and Rich Raffel in this episode (#10 of the So You Want My Feedback series) as they analyze a real guest experience feedback request from a popular restaurant platform. Discover the pitfalls of relying solely on reviews, the missed opportunities for meaningful feedback, and the trade-offs businesses face when using reservation platforms for guest insights. Learn how restaurants can balance the need for reviews with actionable data to improve their operations. Don't miss this engaging discussion on the art and science of guest feedback!

SYWMF Episode 9: Boutique Hotel Survey - Part 2: Why?

In this episode, we get into a discussion of different motivations for sending guest experience surveys. It's a follow-up episode to episode 8 ( https://www.podbean.com/eas/pb-ixx38-171cffa ), in which we were less than impressed by the guest survey sent by a great boutique hotel. That episode may be found here: https://youtu.be/pm3HD8gTFuU Our "So You Want My Feedback?" series reviews the feedback requests from hotels, restaurants, retailers, and other businesses through the eyes of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #hotelmanagement #hotelier #review #guestexperience
feedbackmatters.org

SYWMF Episode 8: Boutique Hotel Survey - Are they learning anything useful from this?

In this episode, we review the feedback "ask" from an independent boutique hotel. As the subtitle suggests, we found this survey to be disappointing. For a great property, their guest survey doesn't cover anything substantive or actionable.
 
#cx #survey #bestpractices #guestinsight #hospitality #hotelmanagement #hotelier #review #guestexperience
Our "So You Want My Feedback?" series reviews the feedback requests from hotels, restaurants, retailers, and other businesses through the eyes of a guest or customer.
We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business).
Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction.

SYWMF - Episode 7: A Very Short, Simple Survey. What Could Go Wrong?

In this very short episode (less than 4 minutes), we take a look at a simple feedback request that follows through on an online transaction. Despite a really nice UX and a request that is respectful of the customer's time, we discover sloppy technique.
This is the 6th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business).
Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #review #guestexperience #surveys