Making Guest Surveys Actionable

Our team has recently released an interesting new feature: integration with guest satisfaction surveys. We have partnered with Unifocus and Market Metrix, two leaders in survey technologies, to provide tight integration with their platforms.

The key goal of this integration is to make survey questionnaires specific to the actual stay experience of guests and to provide immediately actionable data to guest relations teams based on specific customer responses and comments.

How does this feature work? Upon guest check-out, Libra OnDemand automatically generates a personalized “Thank You” email with a link to an online customer survey form. Depending on certain attributes of the stay, Libra OnDemand will use the survey form that is specific to that customer’s experience. For example, if the guest visited the spa during his or her stay, the survey will include questions about how they liked their spa visit. In a similar way, if the guest had a service incident, the questionnaire will ask for the guest’s feedback on how it was handled.

After the questionnaire is completed, survey results are automatically updated on the guest’s profile in Libra OnDemand. This provides hotels with the immediate ability to act on the received survey results on a one-on-one basis with each guest. Using pre-defined workflow rules and procedures, the system can generate a follow-up task, an email alert or an automatic flag notification for the guest’s next stay. For example, if the overall stay experience was positive, the hotel may encourage that guest to review their stay on TripAdvisor by sending them an email invitation. We only want happy guests to post there, right? However, if the guest was not entirely satisfied, a follow-up call from the hotel’s GM may be in order, so the system will generate a new task and send an email notification to make sure it happens.

CRM is all about knowing your customer and providing great service. We are glad that Libra OnDemand now offers this new tool to help achieve just that!