Food and Hospitality
Guest satisfaction tracking for hotels
In a hotel, guest satisfaction is won during the stay, not at check-out. If a problem only surfaces in the departure survey or a Google review, the chance to fix it is gone. Comvo reaches guests in their own language throughout their stay and instantly routes issues to the guest relations team.
Key challenges in the industry
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Issues noticed too late
Room, noise or cleanliness issues are often learned from a review after check-out.
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Multilingual guests
Feedback from international guests cannot be collected because of the language barrier.
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Follow-up across departments
Responsibility is split between housekeeping, maintenance and the front desk.
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Online review pressure
Booking decisions rely heavily on ratings on Google and travel sites.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Reservation
- Check-in and front desk
- Room and housekeeping
- Restaurants and bars
- Spa and pool
- Check-out
Sample survey
Guests answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- Cleanliness, noise, air conditioning, technical fault, no issuesMultiple choice question; used to identify the reason behind a negative experience (root cause).
- 1-51-5 rating scale; a low score indicates a negative experience and can become a case depending on your rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your business. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 One day after check-in, guests receive a short in-stay survey in their own language.
- 2 A room or service issue is assigned as a case to the relevant department and resolved while the guest is still at the hotel.
- 3 A satisfaction survey is sent at check-out.
- 4 Guests are invited to leave a Google review.
- 5 Results by department are shared with management in a weekly report.
Sample alert rules
- If a room issue is reported in the in-stay survey, a case is assigned to housekeeping or maintenance with a 1-hour resolution time.
- If NPS is 6 or lower, the case goes to the guest relations manager with critical priority.
- A 1-3 star review on Google or Yandex is opened as a case for the guest relations manager.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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Satisfaction by department
You track front desk, housekeeping and food and beverage scores separately.
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In-stay resolution
You see the share of cases resolved before the guest leaves.
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Language and market breakdown
You compare satisfaction differences by guest language.
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Online reputation
You track Google and Yandex ratings and response times.
Key modules
- Survey Management Branded, mobile-friendly surveys Learn More
- Distribution QR, email, SMS and automatic post-transaction sending Learn More
- Case Management Negative experiences become cases tracked to resolution Learn More
- Online Reputation Reviews from Google, App Store, Şikayetvar and other platforms Learn More
Related guides
- Process What Is Closed-Loop Feedback and How Do You Set It Up? Closed-loop feedback ensures customers with a negative experience are followed up and the issue is fixed at its source. Inner and outer loop, steps and metrics.
- Online Reputation How to Respond to Google Reviews How to respond to Google Business Profile reviews: sample replies to positive and negative reviews, response time, personal data and Google policies.
- Measurement What Is NPS and How Is It Calculated? Net Promoter Score (NPS) measures how likely customers are to recommend you. How to ask the question, calculate the score and interpret results, with an example.
Frequently asked questions
In which languages are surveys offered?
The survey opens in the language of the guest's device, and guests can change the language themselves. Question texts are defined separately for each language.
Can it connect to our reservation system?
When check-in and check-out events are sent via API, surveys are scheduled automatically. Invitations can also be sent with a bulk list.
Can each property be viewed separately in hotel chains?
Yes. Properties are separate units in the organization structure; each property sees its own results and headquarters sees the entire chain.
Let us map out a scenario for your industry together.
Share your property structure and the points where you interact with your guests, and we will prepare a suitable survey and rule set for you in a demo environment.