Hotel Customer Questionnaire and Surveys | Ep. #160


"Why do I need surveys, I know what my guests like."

I would like to say I've never heard that before but you might be shocked at the number of hospitality property owners I have met have said just that or something similar. I’m going to explain why you need surveys.

I'm going to give you four very important reasons why your hospitality property should be conducting surveys.

1.To find out what's going on. If your customers are given a non-threatening method, they will tell you what's important to them.

2.A survey can shed light on items or problems that you might not have been aware of that could be a symptom of a larger problem.

3.When making decisions about your property, you do not always have to go with your gut feelings but instead make your choices with sound data-driven information.

4.Surveys provide you with a snapshot of your target guests and their attitudes. This will help you establish a baseline from which you can compare other times and determine whether problems are getting better or worse.


What are some categories of surveys and sample questions?

Market Research

•How well-positioned is my property or service?

•Would I increase my market share if I changed an aspect of my property or service?

•How do visitors use my website?


Product Development

•Will our new idea work?

•Will our target population be excited about our new idea?

•What does our target population need?


Employee Performance Evaluation

•Do guests think our staff is courteous and helpful?

•What do our guests think of the service they receive from our employees?

How can you ask your guests for feedback? Continue reading and I will tell you how.


You will also find samples of both long and short surveys for you to look at and use as you see fit. You can find them at...


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