Hotel Satisfaction Survey
Automated, contactless and personalised
HiJiffy’s Hotel Virtual Concierge is available 24/7 from the pre-stay stage until the guests’ departure. Engage with your upcoming visitors before their arrival, provide online check-in and check-out services and offer in-stay upselling opportunities to personalise your guests’ trip.
How does HiJiffy's Virtual Concierge work?
Connect with guest anytime, anywhere
The AI-powered solution is designed to connect with guests at all points during their visit. Contact them via WhatsApp, SMS or email to make sure you are ahead of their needs.
Maximise your upselling opportunities
Hoteliers can use the direct contact opportunity to make the most out of previously recorded guests’ preferences to offer exclusive and personalised services.
Automate your check-in and check-out just at your guest’s fingertips
Customers are one click away from personalising their stay even before their arrival. At the same time, hotels can retrieve all this data directly in their PMS to improve customer experience.
How would it look like for you?
Let us show you.
Virtual Concierge Features
AI-powered concierge agent
An artificially intelligent virtual concierge assists guests with pre-stay, in-stay and post-stay requests.
Room upgrade messages
Suggest personalised room upgrade opportunities during the pre-arrival stage.
Digital check-in
Integrate your PMS to offer pre-check-in forms to your upcoming guests and minimise time spent at the reception.
Upsell and cross-sell campaigns
Send automated messages to communicate personalised upselling and cross-selling campaigns.
AI specialised in hospitality FAQs
Over 200 hospitality-specific FAQ topics available for hotels to train the chatbot, and the possibility of adding custom FAQs according to your needs.
Automated WhatsApp messages
Automate and trigger messages on your hotel’s WhatsApp channel throughout your guests’ journey, such as check-in/check-out campaigns, feedback campaigns, and more.
Custom team notifications
Set rules for notifying the right teams for specific requests.
Guest reviews and satisfaction surveys
Send guest satisfaction surveys during and at the end of the stay and obtain reviews for internal monitoring or external platforms like TripAdvisor or Google.
Customised campaigns for a target audience
Trigger campaigns for guests matching specific rate plans or profile (e.g. families, couples), subject to availability.
CSAT score metrics
Collect and access guests’ feedback to evaluate the performance of the chatbot and individual human agents.
Hotel Satisfaction Surveys: FAQ
What is a hotel satisfaction survey?
A hotel satisfaction survey is a questionnaire issued to guests who have stayed in a hotel to receive feedback. While online reviews can offer a valuable insight into the highs and lows of guests’ experiences in an establishment, with a hotel satisfaction survey hoteliers can ask specific questions and target the gathering of feedback regarding particular areas of the business.
How does a hotel satisfaction survey work?
Hotel satisfaction surveys are delivered to guests after they have visited the establishment via the hotel’s preferred method of communication, such as email, text message, or a hotel app. The survey asks a specific set of questions so data can be easily gathered and analyzed. This data can then be used to highlight any areas where the hotel can improve and bring any issues to the front so they can be addressed. Hotel managers can learn which aspects of the hotel are most popular, which are lacking, and gain a true insight into the overall customer experience.
What are the benefits of hotel satisfaction surveys?
A survey gives hoteliers well-ordered data. They can tailor the questions to cover the areas they would like to know more about. It can highlight issues that managers were unaware of and pinpoint the most popular aspects of the hotel, so their potential can be maximized. Additionally, many people simply do not bother to give feedback regarding a hotel stay. Even if they have had a problem, they often do not take the time to leave a review or speak to hotel staff about it. There could be minor issues with the hotel that have not been important enough to bring to staff attention, but that could prevent visitors from returning. When hotels send out a survey, they are encouraging guests to give feedback that might ordinarily have been missed.
What type of data should you collect in our hotel satisfaction survey?
The hotel satisfaction survey gives you the opportunity to collect the exact data you want at any one time. It is a good idea to alter your surveys from time to time to ensure you are getting feedback on everything you need. For example, if you have implemented any new guest services, you may want to add this to your survey. While you do not want to overload your guests with too many questions, you will want to ensure that key points are covered. You may wish to request a rating on the restaurant service, the comfort levels of the rooms, or the attentiveness of the reception staff. All this and more can easily be covered in a hotel satisfaction survey.
What are the best types of hotel satisfaction surveys?
It is important to have a hotel satisfaction survey that is user-friendly and easy to fill out. Having lots of open-ended questions can put people off and see them giving up before completing the questionnaire. Pick your questions carefully so you can keep the survey short. Be very sure that all your questions are easy to understand, easy to answer, and available in a format that is pleasing to the eye. Being mobile-friendly is vital these days. If you want to add in free-form questions to allow guests to communicate complaints or offer specific compliments, make sure they are optional and featured at the end of your survey.
