Review & Reputation Management
Route Feedback, Amplify Five-Star Reviews
Bad reviews go public before your team even knows there's a problem. SendSquared automates post-stay feedback collection, routes low scores to your team for private resolution, and directs happy guests to leave public reviews, protecting your reputation while amplifying your best feedback.
Automated Post-Stay Surveys
Trigger NPS surveys via SMS or email within hours of checkout, when the experience is fresh. Interactive SMS surveys achieve dramatically higher response rates than email-only approaches, giving you a complete picture of guest satisfaction across your portfolio.
- SMS and email surveys triggered by PMS checkout
- 5 question types including NPS and rating scales
- SMS interactive surveys for higher completion rates
- Response data feeds directly into guest profiles
NPS-Based Smart Routing
Low scores trigger immediate internal alerts; your team can resolve the issue before the guest posts publicly. High scores receive a follow-up nudge to leave a review on Google, Airbnb, or your preferred platform. The guest never sees both paths.
- Low NPS triggers agent alerts for private resolution
- High NPS directs guests to public review platforms
- Customizable score thresholds per property or brand
- Automated follow-up messages based on survey responses
Z-Score Trend Analysis
Individual survey responses tell you about one guest. Z-score analysis tells you about systemic trends: which properties are improving, which are declining, and which specific issues keep surfacing. Spot problems before they become patterns.
- Z-score analysis identifies statistically significant trends
- Property-level and portfolio-level dashboards
- Track improvement over time by property, team, or issue
- Early warning for properties trending below threshold
Agent Alerts & Resolution Tracking
When a guest reports a problem, the right team member gets notified immediately with full stay context. Track resolution from alert through follow-up, ensuring every unhappy guest gets a response, and a reason to come back.
- Real-time alerts to assigned agents with full context
- Resolution tracking from report through follow-up
- Tie resolution actions back to guest satisfaction outcomes
- Build a knowledge base of common issues and solutions
Ready to Get Started?
See how SendSquared can transform your hospitality operations.
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