Check-in and check-out surveys can be crucial to catching issues early or making problems right with guests before a bad review.
Check-in survey
The check-in survey will show to a guest after they have completed the check-in process including any verification steps required. First, they will be asked to rate their check-in experience 1-5 stars, each includes a text caption for consistency:
⭐ It was very bad
⭐⭐ It was unpleasant
⭐⭐⭐ I am indifferent
⭐⭐⭐⭐ Ok, but had an issue
⭐⭐⭐⭐⭐ It was great
If their rating is below 5 stars they'll be presented with options to further elaborate on their issue by selecting a category and are presented with an open text field. 5 star reviews also have a text box for comments. Lastly, they're asked to rate cleanliness 1-5 stars.
Check-out survey
If enabled, the check-out survey is presented as the final check-out instruction or as a pop up after the guest has confirmed they've left or if it's past their check-out time, asking for a star rating 1-5. They are then prompted to share feedback on their stay:
How to Enable Surveys
Open a portal template or create new
Scroll down in General settings below the support number fields
You'll find two options, one to enable the Check-in survey and one to enable the Check-out survey
Toggle on Display star rating element (check-in) and Display star rating element (check-out) to enable both
To have the check-out survey presented under check-out instructions you must have at least one check-out instruction for the property.
How to View Survey Results
There are three ways to see survey results, at the reservation level, in reporting dashboards, and in a Slack channel of your choosing.
1. In the Reservation
You can view survey results directly in the reservation within the SuitePortal section, click "View all reviews" to see additional details guests may have left:
2. Analytics Dashboard
In the Reviews tab of your analytics dashboard you'll be able to view data from your guest surveys with the ability to filter by different attributes.
3. Slack Notifications
On your Slack Integration page you can enable reviews notifications, SuiteOp will send any survey reviews under 5 stars directly to your Slack channel so you can act on them in real time. This allows you to quickly fix any issues that may have occurred at check-in or address problems from a guest's stay before they leave a negative review.