Hotel Comment Cards Go Online

 Hotels and restaurants are the primary leaders in the hospitality and resort industry, striving to learn about their customer experience through the consumer’s eyes. The industry is a hotbed of guest opinions, a prime spot to review, criticize, or encourage the level of customer service received. For the employees of the resort, hotel, or restaurant, customer service is a top priority. Significant training dollars are spent on comprehensive training programs, covering all steps of the guest from the moment they check in.

Hotels and resorts in particular count on customer feedback as soon as possible. As guests are enjoying the grounds, they have many chances to provides some thoughts and information on their stay. Most of the time, this takes the form of a comment card, questionnaire, or survey left for completion at the time of checkout. Successful hotels and restaurants use this information to make changes and process improvements. Some even perform a complete technical analysis of the results, similar to web analytics studies available on the web today. This provides some very valuable, quantifiable feedback.

While some resorts opt for an electronic booth or station, others may use a simple touchscreen system at the checkout area so that guests can spend just a few minutes completing the survey. Questions about the level of service, quality of food, the friendliness of staff, and any specific instances they would like to report are prime opportunities for some instant feedback. When customers are able to fill these out before they leave the property, there may also be less of a chance for negative reviews later on. Customers who leave negative comments almost always receive a followup call from a general manager or company representative. The word of mouth buzz and marketing exploits are just as important for the hospitality industry as they are for the retail industry, productcs, and large-scale brands.