Surveys & NPS
Measure What Matters Most
Reservation-based surveys that capture real guest sentiment at every stage of the journey. From NPS scoring to Z-score analysis, get the statistical insights you need to improve operations and delight guests, delivered via email, SMS, or interactive text conversation.
5
Question Types
3
Delivery Channels
9
Automation Triggers
Reservation-Based Surveys
Automatically send surveys tied to specific reservations. Trigger post-stay feedback, mid-stay check-ins, or pre-arrival sentiment checks, all linked to the guest's reservation data in your PMS for complete context. Survey assignments track status through pending, sending, completed, cancelled, expired, and paused, giving you full visibility into every survey's lifecycle.
- Surveys automatically linked to reservation records
- Post-stay, mid-stay, and pre-arrival survey timing
- Full PMS context attached to every response
- Status tracking: pending, sending, completed, cancelled, expired
NPS Scoring & Z-Score Analysis
Go beyond simple satisfaction scores. Track Net Promoter Score with automatic Promoter (9-10), Passive (7-8), and Detractor (0-6) segmentation. Z-score analysis with precomputed mean, variance, and standard deviation reveals statistically significant trends across your portfolio, identifying which properties and teams are truly outperforming with percentile rankings.
- Automatic NPS calculation with promoter, passive, and detractor counts
- Z-score analysis with mean, variance, standard deviation, and percentiles
- Seven interpretation levels from significantly above to significantly below average
- Date-filtered reporting for trend analysis across any time range
Question Types
Every Question Format You Need
Build surveys with the right question type for every scenario, from quick NPS ratings to detailed open-ended feedback.
Rating Scale
Customizable 1-10 scales for NPS and satisfaction scoring
Multiple Choice
Let guests select multiple options from your custom answers
Single Select
Radio-style questions for definitive single-answer responses
Yes / No
Quick binary feedback for simple satisfaction checks
Free Text
Open-ended responses with custom placeholder prompts
Multi-Channel Delivery
Reach guests where they are. Send surveys via email with branded templates, bulk SMS with a single link, or interactive SMS that delivers questions one at a time with real-time response collection. Interactive SMS surveys parse responses intelligently: numbered options for radio questions, comma-separated selections for multiple choice, and natural language for yes/no (accepting yes, yeah, yep, si, no, nope, nah).
- Email surveys with branded template integration
- Bulk SMS delivery with short URL tokens for mobile access
- Interactive SMS surveys with questions sent one by one via text
- Smart response parsing for every question type via SMS
Agent Notifications & Escalation
Never let a bad experience go unaddressed. Assign survey questions to specific team members and trigger instant notifications when responses need attention. Low ratings (1-3) automatically alert the right agent for real-time service recovery. NPS detector flags route to your guest relations team. High ratings trigger review request and referral workflows.
- Assign questions to specific agents or teams
- Instant alerts on low ratings (1-3) for service recovery
- NPS detractor flags for immediate follow-up
- Route high ratings into review and referral workflows
Automation
Survey-Driven Automation Triggers
Connect survey responses directly to your automation workflows. Every response becomes an opportunity to act.
Survey Completed
Trigger workflows when a guest finishes their survey
Low Rating Alert
Instant agent notification when a rating falls between 1-3
NPS Detractor
Flag scores 0-6 for immediate follow-up and recovery
NPS Promoter
Capitalize on scores 9-10 with review requests and referrals
High Rating
Route 8-10 ratings into upsell and loyalty workflows
Question Answered
React in real-time as individual questions are completed
Survey Reports & Analytics
Comprehensive reporting on every survey. Response rollups group answers by question with total and unique respondent counts. NPS reports show promoter, passive, and detractor breakdowns with the calculated score. Z-score statistics compare individual question performance against your portfolio averages. Filter reports by date range and reservation type to isolate trends by property or season.
- Per-question response rollups with answer distribution
- NPS breakdown: promoter, passive, and detractor counts with score
- Z-score statistics with percentile ranking per question
- Date range and reservation type filters for targeted analysis
Survey Duplication & Templates
Duplicate any survey to create a copy with all questions, answers, and configuration preserved, ready for customization. Use proven survey structures as templates for new properties or seasonal campaigns. Duplicated surveys are created as inactive by default so you can customize before deploying. Build a library of survey templates for different touchpoints across the guest journey.
- One-click survey duplication with full structure preserved
- Questions, answers, and branding carried to the copy
- Duplicated surveys created as inactive for safe customization
- Template library for standardized surveys across properties
Branded & Customizable
Make every survey feel like your brand. Customize background colors, button styles, category headings, and text colors, then add your logo for a polished, professional guest experience. Brand association scopes surveys to specific brands in multi-brand operations. The responsive public survey page renders beautifully on any device with dynamic styling based on your survey's color configuration.
- Full color customization: background, buttons, headings, and text
- Brand logo display in survey header
- Brand-level scoping for multi-brand operations
- Responsive design that renders on any device
Response Validation & Security
Type-specific validation ensures data quality on every response. Rating questions enforce range limits (0-10 NPS, 1-10 standard). Radio and multiple choice validate against defined answer options. Text responses have a 1,000-character limit. Short URL tokens provide secure, one-time survey access. Completed surveys display a completion page if the link is revisited.
- Type-specific validation for every question format
- Rating range enforcement for NPS and standard scales
- Secure token-based survey access via short URLs
- Completion detection prevents duplicate submissions
Survey Merge Fields & Delivery
Embed survey links in any email or SMS template using merge fields. The survey token generates a short URL that works on any device with no app or login required. Survey merge fields work with the same WASM-powered merge engine as your email and SMS campaigns. Schedule surveys through the send task queue with configurable fire times and expiration deadlines.
- Survey token merge field for embedding links in templates
- Short URL generation for frictionless mobile access
- Scheduled delivery with configurable fire time and expiration
- Priority-based send queue for high-volume survey distribution
Survey Lifecycle Management
Full control over every survey assignment. Status progresses through pending, sending, completed, cancelled, expired, and paused. Cancel surveys for individual contacts or in bulk. Pause and resume active surveys. Expiration deadlines automatically close surveys that aren't completed within your timeframe. The interactive SMS tracking flag ensures contacts aren't enrolled in multiple SMS surveys simultaneously.
- Six status states: pending, sending, completed, cancelled, expired, paused
- Individual and bulk cancellation capability
- Configurable expiration deadlines per survey
- SMS survey conflict prevention across simultaneous assignments
Start Hearing From Your Guests
Turn guest feedback into actionable insights with reservation-based surveys.
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