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.

NPS Scoring Z-Score Analysis SMS Interactive Agent Alerts Survey Duplication Branding

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Question Types

Delivery Channels

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.

Reservation-Linked

Every survey ties to a reservation for full guest and stay context.

Every Stage

Post-stay, mid-stay, and pre-arrival sentiment timing covered.

Full PMS Context

Every response carries the full PMS record for deep analysis.

Lifecycle Tracking

Status runs through 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.

Auto NPS

Promoter, passive, and detractor counts calculated automatically.

Z-Score Analysis

Mean, variance, standard deviation, and percentiles precomputed.

7 Interpretations

From 'significantly above' to 'significantly below' average.

Date-Filtered

Trend analysis across any time window you pick.

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).

Branded Email

Branded email survey templates land in the inbox cleanly.

Bulk SMS

Short URL tokens send survey links over SMS for mobile access.

Interactive SMS

Questions sent one at a time, responses collected in real time.

Smart Parsing

Numbered, multi-select, and natural-language responses all parse correctly.

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.

Per-Question Assign

Assign individual questions to specific agents or teams.

Low-Rating Alerts

Instant notifications on 1-3 ratings for real-time service recovery.

Detractor Flags

NPS detractor flags route to your guest-relations team.

Promoter Routing

High ratings launch review and referral follow-up 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.

Question Rollups

Per-question answer distribution with total and unique counts.

NPS Breakdown

Promoter, passive, and detractor counts with the calculated score.

Z-Score Rankings

Statistical percentile ranking per question across the portfolio.

Smart Filters

Filter by date range and reservation type 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 Clone

Duplicate any survey with full structure preserved instantly.

Full Carry-Over

Questions, answers, and branding all copy to the new survey.

Inactive Default

Duplicates start inactive so you can safely customize first.

Template Library

Build a library of 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 Theming

Background, buttons, headings, and text colors all configurable.

Brand Logo

Display your logo in the header for a polished, branded feel.

Multi-Brand Scope

Surveys scope to specific brands in multi-brand operations.

Responsive

Public survey page renders beautifully on any device or screen.

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 Validation

Every question format validates per its type automatically.

Range Enforcement

Rating scales enforce 0-10 NPS and 1-10 standard bounds.

Token Access

Short URL tokens provide secure, one-time survey access.

Dup Prevention

Completion page handles revisit attempts — no 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.

Merge Token

Embed survey links in any email or SMS template via merge field.

Short URLs

Generated short URLs open cleanly on any mobile device.

Scheduled Delivery

Configurable fire time and expiration per survey assignment.

Priority Queue

Priority-based send queue handles high-volume survey blasts.

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 States

Pending, sending, completed, cancelled, expired, paused — fully tracked.

Bulk Cancel

Cancel individual or bulk survey assignments on demand.

Auto-Expire

Configurable expiration deadlines close stale surveys automatically.

Conflict Prevention

SMS-survey conflict prevention across simultaneous assignments.

Frequently Asked Questions

What types of surveys can I create?

NPS surveys, star rating surveys, and custom question surveys with multiple question types. All powered by PMS data with automatic guest personalization.

Can surveys trigger automations?

Yes. Triggers fire on survey sent, started, completed, question answered, and NPS score - letting you route promoters, passives, and detractors into different follow-up workflows.

How are survey results analyzed?

Z-score statistical analysis surfaces significant trends by property or agent. NPS scoring with response-level detail and agent alerts on low scores.

Are surveys sent automatically?

Yes. Tie surveys to automation workflows triggered by reservation events - send post-stay surveys automatically after checkout without manual effort.

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Turn guest feedback into actionable insights with reservation-based surveys.

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