Would You Be Completely Candid?
What one small detail in a restaurant survey reveals about anonymity and guest feedback. In this episode of So You Want My Feedback?, we review a restaurant survey sent after a recent dining experienc...
30 Apr 15min
Don't do this to your guests. - So You Want My Feedback Episode 18
When Guest Surveys Go Wrong: A Masterclass in "Worst Practices" What happens when one of the world’s biggest hotel brands sends a guest survey that is confusing, repetitive, and mathematically imposs...
3 Apr 27min
Fantastic Hotel Stay. How about the follow-up?
In this episode, we take a close look at a post-stay survey from a major international hotel brand. At first glance, it’s solid: clean layout, well-timed delivery, and even a personal touch — the gene...
12 Nov 202528min
What's up Doc?
In this episode, we take a look at something new for Feedback Matters — a patient feedback survey from a large medical practice. At first glance, the request feels solid: it’s respectful, professional...
10 Okt 202527min
Looks Good, But What's The Purpose of This Survey?
In this episode, we take a closer look at a guest feedback survey from a popular restaurant inside a major hotel. At first glance, it does a lot right — short, simple, on-brand. But as we talk through...
18 Mai 202524min
It’s the Most Asked Survey Question — But Does It Make Any Sense?
Why “How Likely Are You to Recommend?” Might Be the Wrong Question In this mini-episode of Feedback Matters, Jeff and Rich tackle one of CX measurement's most sacred cows: the Net Promoter Score quest...
16 Apr 20257min
Don’t Let a Bad Survey Be the Last Thing Your Guests Remember
In this episode, Jeff and Rich review the guest feedback survey from a boutique hotel operated by one of the world’s largest hospitality brands. While the guest experience was exceptional, the survey ...
30 Mar 202541min
