Create a Guest Feedback Questionnaire

Guest Feedback Questionnaires allow guests to rate their experience after their visit. Responses can be automatically emailed to guests and analysed within HART Cloud to help monitor guest satisfaction and service quality. At the end of this article you will be able to;

• Create a questionnaire
• Configure notification emails
• Create questionnaire questions
• Configure guest and internal email templates
• Analyse guest feedback

Before setting this up please contact the HART Support to discuss using this feature.

Create the Questionnaire Configuration

In the cloud Navigate to: Quality > Feedback> Questionnaire

Click > Add New Record 

Click Save Changes!

We Recommend: 

• 5-start ratings
• Sending the questionnaire 1 day after departure 
• Setting IR% to 50% 

Next with the questionnaire highlighted in the top window, under the email tab click Add New Record.

Enter each email address that should receive notifications when a guest sends feedback.

Click Add New Record button for each entry.

Choose one of the following notification types from the dropdown list. 

Tip: Add more than one recipient to ensure feedback is always monitored!

IR Emails Tab.

Click Add New Record - type the internal emails that you wish to that will receive the IR emails (see IR%) above, Save changes! Repeat for each email address added. 

Creating Questions 

Quality > Feedback > Questions  

Select the questionnaire name from the drop down in the select questionnaire field.

Press the Add a new Record button and Add; 

The drop down 'list' is created in the details tab section at the bottom. Ensure you have the question highlighted in the top window.

Yes/No Option: This option creates questions that can be answered with a Yes or No answer, e.g. Would you recommend the property to a friend/colleague? 

Ensure you have the question highlighted in the top window and under the details tab add Yes and No

Remember to save your changes once this has all been done.

Create the Guest feedback template.

Navigate to Hotel > Templates > Feedback

Please note this is the one the guest receives and uses the below tags 

$$Surname$$ or $$FirstName$$ 

(Despite being different, on this occasion they both produce the title and surname of the customer) 

Please note as this information comes from the PMS, it is important to make sure that the Title is a compulsory field on the guest profile. 

A specific tag, named $$Link$$  automatically produces the link to the feedback form.

Create the Internal emails

Navigate to Configuration->Templates->Feedback Return Email.

The available Smart tags are;

Additional tags for internal emails

All the people who are added in the emails section and have ‘Everything’ or ‘Scorecard’ Notification can receive one email per day summarising all the feedback submitted in the last 24 hours (regardless of the visit date).  

This template is created under Configuration >Templates, please select one of the Customisable Templates and rename this Feedback Template. 

The available smart tags are: 

To Note: 

The weekly and monthly average ratings start on a Monday. 

Analysis the Feedback 

There are two options to analyse feedback. Navigate to Quality > Feedback > Analysis.

Analysis: This shows a graph displaying the ratings per day as well as the average per questionnaire (in case you have more than one questionnaire).

Once the Show button  is pressed, a graph is produced; 

• Hover over points to see exact ratings.
• Hide questionnaires by clicking the legend.
• Compare multiple questionnaires on one graph.

Quality > Feedback > Ratings 

This shows the individual feedback forms 

View the details of the ratings: By clicking on the arrow next to the booking ID, all the ratings given by the customer are displayed. Clicking on the arrow again closes the detailed ratings.

You can also use the filter Icons to filter certain details, for example: clicking the filter of the Rate field allows you to specify numeric fields,  if we wanted to see the ratings that are below 60%.

Docket: Clicking on the Docket button produces the actual bill of the person who submitted the feedback. 

The close button returns to the data grid.

Troubleshooting