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When implementing a survey you need to identify potential respondents and understand the results you require. Some areas to consider are:
Storing Data for Your Survey
To allow you to conduct the research you will need to build up a database of names. This list can be made up of existing customers or potential customers.
Collecting Your Responses
The higher the number of guests that complete the survey; the more accurate your data will be. It is important to ensure that the survey is made available to all guests to avoid any bias and ensure that your sample is representative.
You should actively encourage guests to complete the survey and urge them to be objective and honest when doing so.
Using Your Completed Forms
After collecting your data, it is important to analyse the information to assess your performance. If you are aware of your success and short comings you will be able to improve the level of customer service that you provide to your guests / visitors.
All comments should be recorded and acted upon. This is particularly true for negative comments. You should remedy the problem and where possible offer some form of compensation. Negative comments provide you with the information that you require to improve your business and should therefore be viewed as an opportunity.
Guest History
You may wish to keep a record of comments relating to specific guests so that you can ensure that the negative situation does not recur on repeat visits / stays. For example If Mr Smith suggests that it would be nice to have a kettle in his room, you should ensure that there is a kettle in his room.
An example of how to analyse your results can be found in the analysis tool provided in the downloadable survey section of this site.
Remember that all completed forms should be included in your analysis to prevent any bias in your results.
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