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
Surveys, Reviews & The Missing Middle: What Hotel Guests Told Us
84% of hotel guests rely on online reviews when booking. Only 4% regularly post them. So who is really shaping your hotel’s reputation? In this episode of Feedback Matters, Jeff and Rich explore the r...
16 Feb 33min
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 Maj 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 Mars 202541min
