Online Survey: Measure Guest Satisfaction in Real Time
Track guest satisfaction in real time with automated surveys at check-in, during the stay, and after check-out.
The OPEX Online Survey module sends automated surveys at different stages of the stay — check-in, during the stay, and after check-out — and analyzes the results in real time. Separate surveys can be defined for different purposes, and they reach guests via WhatsApp, email, the guest portal/app, and OPEX AI Chatbot.
Key Benefits
Automated Survey Delivery
Surveys are sent automatically at the right moment in the guest's stay.
Real-Time Satisfaction Measurement
Guest satisfaction is monitored in real time.
Sentiment and Impact Analysis
Responses are reported with sentiment and operational impact analysis on topics like housekeeping issues, staff performance, and restaurant satisfaction.
Features
Purpose-Built Surveys
Separate surveys are defined for different purposes — overall satisfaction, a department review, or feedback on a specific event.
Multi-Channel Delivery
Surveys go out over WhatsApp, email, the guest portal/app, and OPEX AI Chatbot, so guests answer on the channel they already use.
Results Written to the CRM
Survey responses are logged to the guest's CRM record, so satisfaction history is visible during future stays too.
Frequently Asked Questions
How does the Online Survey module work?
Guests automatically receive a survey at different stages of their stay, and responses are analyzed in real time.
Which channels are surveys sent through?
Surveys can be sent via WhatsApp, email, the guest portal/app, or OPEX AI Chatbot.
What happens when a low-score response comes in?
When a negative response is received, the relevant department is notified automatically for a fast follow-up.
What kind of analysis do survey results provide?
They provide sentiment and operational impact analysis on topics such as housekeeping issues, staff performance, restaurant satisfaction, and wait times.
Can separate surveys be defined for different purposes?
Yes. You can create separate surveys for overall satisfaction measurement, a department review, or feedback on a particular event.
Are survey results written to the guest record?
Yes. Responses are logged to the guest's CRM record, so their satisfaction history stays in front of the team during future stays.
Start Measuring Guest Satisfaction
Talk to our team about setting up automated survey processes.