17 Best Guest Survey Software To Nurture Guest Relationships In 2024
10 Best Guest Survey Software Shortlist
Here's my pick of the 10 best software from the 17 tools reviewed.
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Navigating the realm of guest survey software can feel overwhelming, but I'm here to help you identify the right tool for your unique needs. As a seasoned hospitality professional, I know the value these platforms can bring to your business. Guest survey software enables you to collect, analyze, and act on guest feedback in a streamlined manner. This translates into improved customer journey, increased return rates, reduce churn, and a better bottom line for your business.
These tools solve key pain points in the hospitality industry, such as gauging customer satisfaction, identifying areas of improvement, and making data-driven decisions to boost your service quality. Trust me, with the right guest survey software, you're equipping yourself to create unforgettable experiences for your guests. So, dive into these options - I believe you'll find the perfect fit.
What Is a Guest Survey Software?
Guest survey software serves as a crucial tool in the hospitality industry, leveraged by hotels, resorts, restaurants, and other customer-centric businesses to benchmark guest satisfaction and improve services. These powerful platforms facilitate the creation, distribution, and analysis of guest surveys, capturing vital feedback on various aspects of the guest experience, from room cleanliness and food quality to staff behavior and overall service quality.
The insights gained from guest survey software empower businesses to make informed decisions, identify areas of improvement, and ultimately enhance guest satisfaction - a key determinant of business success in the fiercely competitive hospitality industry.
Best Guest Survey Software Summary
| Tools | Price | |
|---|---|---|
| Medallia | Pricing upon request. | Website |
| Zonka | From $49/user/month. | Website |
| GuestRevu | From $89/user/month. | Website |
| Guestmeter | From $49/user/month. | Website |
| Flexkeeping | From $15/user/month | Website |
| Customer Alliance | From $39/user/month. | Website |
| Easygoband | Pricing upon request. | Website |
| TrustYou | From $100/user/month. | Website |
| ReviewPro | Pricing upon request. | Website |
| HappyOrNot | From $89/user/month. | Website |
Compare Software Specs Side by Side
Use our comparison chart to review and evaluate software specs side-by-side.
Compare SoftwareBest Guest Survey Software Reviews
Medallia offers a comprehensive customer experience management solution. The tool excels in providing real-time feedback and action management, which is crucial for quick response and resolution to guest issues.
Why I Picked Medallia: I chose Medallia for this list because of its exceptional capability to capture real-time feedback from various channels and its actionable insights that assist in managing customer experiences promptly. Its differentiating factor is the speed at which it operates - collecting, analyzing, and responding to feedback in real-time. This makes Medallia the ideal choice for real-time feedback and action management.
What Do You Get For Free?
Medallia does not offer a free tier or free trial for its services. However, businesses interested in exploring the software can request a demo to understand the product’s features and functionality.
Standout Features & Integrations:
Medallia's real-time feedback mechanism and action management system are standout features. The tool's integration capabilities are also commendable as it syncs with major CRM platforms, data analysis tools, and marketing software, making it a versatile addition to any business's software suite.
Pros and cons
Pros:
- Wide range of integration capabilities
- Comprehensive action management system
- Real-time feedback mechanism
Cons:
- Might be complex for smaller operations
- Pricing information is not readily available
- No free tier or trial
Zonka is a feedback software that specializes in capturing guest feedback across multiple channels. It stands out for its robust reporting features, making it an ideal choice for businesses looking for comprehensive multi-channel feedback collection and reporting solutions.
Why I Picked Zonka: I selected Zonka for this list because of its commitment to multi-channel feedback collection, including emails, SMS, online, and on-site. It stands apart with its user-friendly market research capabilities, which simplify the process of analyzing complex feedback data. Based on these strengths, I consider Zonka the best tool for multi-channel feedback collection and reporting.
What Do You Get For Free?
Zonka offers a 15-day free trial that allows users to explore its features without any limitations. However, there is no permanently free version of the software.
Standout Features & Integrations:
Key features of Zonka include its multi-channel survey response collection, real-time reporting, and alerts. Furthermore, Zonka integrates with many popular help desks such as Slack, Salesforce, Microsoft Teams, SurveyMonkey, and HubSpot, making it a flexible choice for businesses with established software ecosystems (API).
Pros and cons
Pros:
- Seamless integrations with popular tools
- Real-time reporting and alerts
- Wide range of feedback collection channels
Cons:
- It might require a learning curve to fully utilize all features
- Pricing might be steep for small businesses
- No permanently free version
GuestRevu is a powerful tool that centralizes and analyzes guest feedback to give you deep insights into the guest experience. Their specialty lies in turning data into actionable analytics, helping businesses improve their service and operations.
Why I Picked GuestRevu: In my assessment, GuestRevu shines with its data-driven approach. I selected it because of its robust demographic engine that transforms simple guest feedback into valuable insights. In terms of detailed guest experience analytics, GuestRevu stands out with its ability to highlight areas of improvement, making it the best choice for businesses seeking granular, actionable data to elevate their service.
What Do You Get For Free?
GuestRevu doesn't offer a free tier, but they do provide a demo on request so you can understand the full extent of its capabilities.
Standout Features & Integrations:
Key features of GuestRevu include multi-channel feedback collection, detailed analytical reporting, and reputation management. It integrates with various property management systems and revenue management systems, thereby providing a comprehensive solution for hospitality businesses.
Pros and cons
Pros:
- Versatile integration options
- Comprehensive reputation management
- Detailed analytical reporting
Cons:
- A steep learning curve for non-tech-savvy users
- Can be pricey for smaller establishments
- No free tier offered
Guestmeter is a cloud-based software solution specializing in guest satisfaction surveys. The platform is designed to facilitate SMS and email feedback collection, enabling businesses to metric guest experiences swiftly and effectively.
Why I Picked Guestmeter: I picked Guestmeter for this list because of its focused approach to feedback collection, specifically through SMS and email. It stood out to me due to its simplicity and effectiveness in gathering respondents’ feedback in a manner that doesn't intrude on their experience. Given its capabilities, I have selected Guestmeter as the best tool for SMS and email feedback collection from guests.
What Do You Get For Free?
Guestmeter offers a 7-day free trial, during which businesses can try out all the features. However, after the trial, a paid subscription is necessary to continue using the service.
Standout Features & Integrations:
Guestmeter shines with its real-time guest satisfaction surveys, instant notifications, and comprehensive reporting features. As for integrations, it works well with popular hospitality management systems and various third-party applications.
Pros and cons
Pros:
- Integrates well with other hospitality management systems
- Real-time guest satisfaction surveys
- Specializes in SMS and email feedback collection
Cons:
- The user interface could be more intuitive
- Pricing might be steep for smaller businesses
- No permanently free version available
Flexkeeping is a hotel management platform that brings all your operations under one roof, helping you communicate more effectively, track tasks, and keep an eye on your hotel's overall performance. Its prowess in streamlining and automating operations and communication makes it ideal for businesses seeking enhanced coordination and productivity.
Why I Picked Flexkeeping: In my selection process, Flexkeeping stood out due to its comprehensive approach to hotel operations. The tool is not just a guest feedback survey software, it's a complete hotel management platform. Its strength lies in its ability to harmonize operations and communication, making it easier to manage staff tasks and maintain high standards of service. Hence, I judged it to be the best tool for streamlining hotel operations and communication.
What Do You Get For Free?
Flexkeeping does not offer a free plan. However, they do provide a free demo that allows potential users to explore the software and understand its features and capabilities before opting for a paid plan.
Standout Features & Integrations:
Among Flexkeeping's standout features is its task management system, which enables staff to track and manage their tasks effectively. Its real-time reporting and analytics tools provide valuable insights into hotel operations and performance. As for integrations, Flexkeeping supports a variety of property management systems (PMS), including Oracle, Protel, Mews, and more, fostering a seamless workflow.
Pros and cons
Pros:
- Supports a variety of PMS integrations
- Efficient task management system
- Comprehensive hotel management features
Cons:
- Learning curve may be steep for non-tech savvy users
- May be costly for smaller establishments
- No free plan available
Customer Alliance is a robust tool that helps hotels create personalized guest satisfaction online surveys and manage online reviews. The tool provides a way to capture guest feedback effectively and manage your hotel's online reputation with efficiency.
Why I Picked Customer Alliance: The reason I selected Customer Alliance is its powerful customization abilities for NPS surveys. This capability is particularly appealing as it allows hotels to gain precise insights that align with their unique needs. The tool's integrated review management system further boosts its utility.
Therefore, I deem Customer Alliance as best for custom guest satisfaction questionnaires and review management for its versatility and comprehensive approach to guest feedback and online reputation management.
What Do You Get For Free?
While Customer Alliance doesn't offer a completely free plan, they provide a free trial of their software. This trial allows potential users to explore the platform's features and determine its fit for their operations.
Standout Features & Integrations:
Key features of Customer Alliance include custom various question types for survey creation, review management across multiple platforms, and analytical reporting. Importantly, Customer Alliance offers integrations with numerous property management systems (PMS), further streamlining hotel operations.
Pros and cons
Pros:
- Comprehensive PMS integrations
- Integrated review management across multiple platforms
- Highly customizable guest satisfaction surveys
Cons:
- The interface may seem complex to beginners
- No permanently free plan available
- Pricing might be higher compared to some other platforms
Easygoband is an advanced tool that leverages RFID technology to streamline guest services in hospitality settings. It enables digital identity for guests, optimizes operations, and provides a contactless guest experience.
Why I Picked Easygoband: I selected Easygoband because of its innovative use of RFID technology to improve guest experiences. It stands out with its ability to provide efficient, contactless services, which are increasingly vital in the hospitality sector. I believe Easygoband is best for RFID technology integration because it enhances guest services in a manner that is both efficient and contemporary.
What Do You Get For Free?
Easygoband does not offer a free plan or free trial. However, they provide detailed consultations and product demonstrations to prospective users, ensuring they fully understand the product's capabilities before purchasing.
Standout Features & Integrations:
Notable features of Easygoband include contactless check-in and check-out, access control to different facilities, and the ability to integrate payment systems for seamless transactions. The tool also integrates with many leading property management systems, which enhances its utility for hotel operations.
Pros and cons
Pros:
- Seamless integration with property management systems
- Facilitates contactless guest experience
- Innovative use of RFID technology
Cons:
- The setup process might be complex for some users
- Pricing information isn't transparent
- No free plan or trial available
TrustYou empowers hospitality businesses with an all-in-one platform designed to solicit, analyze, and respond to guest feedback. The tool centralizes data from multiple channels and combines it into a single dashboard, making it easier to manage and understand comprehensive guest feedback.
Why I Picked TrustYou: I chose TrustYou for its holistic approach to guest feedback management. It's not just about collecting data; it's about understanding and responding to that data. TrustYou's robust analytics feature makes it easy to identify trends and areas for improvement. I believe TrustYou is best for comprehensive feedback management because it streamlines the feedback process and makes it manageable, even for businesses with a large influx of guests.
What Do You Get For Free?
TrustYou doesn't offer a free plan, but it does provide a free demo for potential users. This enables you to test the software, get acquainted with its features, and see how it can enhance your guest feedback management process before committing to a plan.
Standout Features & Integrations:
TrustYou's guest survey platform allows for customized survey questions and offers sentiment analysis to understand guest sentiments better. It also provides a Meta-Review feature that summarizes verified reviews from across the web. On the integration front, TrustYou seamlessly interfaces with popular property management systems (PMS) and customer relationship management (CRM) tools, helping you consolidate and streamline your processes.
Pros and cons
Pros:
- Wide range of integrations with PMS and CRM tools
- Semantic analysis for understanding guest sentiments
- Robust text analytics and reporting tools
Cons:
- Interface may be complex for first-time users
- Pricing can be on the higher side for smaller businesses
- No free plan available
ReviewPro offers a suite of guest intelligence tools specifically designed to boost guest satisfaction in the hospitality industry. The software aggregates customer feedback from various online sources and provides actionable insights to enhance guest experience and satisfaction.
Why I Picked ReviewPro: In my selection process, ReviewPro stood out because of its robust capabilities in managing and analyzing guest feedback. The tool not only gathers reviews from various platforms, but also provides analytical insights that are crucial for boosting customer loyalty and retention.
Given its comprehensive features and a strong focus on guest experience, I determined that ReviewPro is the best guest intelligence tool.
What Do You Get For Free?
ReviewPro does not offer a standard free plan or trial. However, they do provide potential clients with a free demo of their system, allowing businesses to understand the software's capabilities and how it can meet their specific needs.
Standout Features & Integrations:
Key features of ReviewPro include Online Reputation Management (ORM), Guest Survey Tool, and Auto Case Management, which are aimed at improving CSAT, CES and response rates. It also offers integrations with many major property management systems (PMS) and customer relationship management (CRM) tools, enhancing its compatibility and functionality within existing operational workflows.
Pros and cons
Pros:
- Provides actionable insights for improving guest satisfaction
- Integration with various PMS and CRM tools
- Comprehensive guest intelligence tools
Cons:
- Could be overwhelming for users seeking simpler solutions
- Quote-based pricing can lack transparency
- No standard free plan or trial
HappyOrNot is a customer feedback management tool that prides itself on delivering simple and instant insights on guest satisfaction. Using an intuitive interface, HappyOrNot converts complex customer experience data into user-friendly reports.
Why I Picked HappyOrNot: I selected HappyOrNot for this list due to its unique approach to gauging guest satisfaction. It distills complex information into simple, instantly understandable insights, standing out from other tools with its intuitive design and quick analysis. Therefore, I believe HappyOrNot is the best choice for those seeking simple and instant guest satisfaction insights.
What Do You Get For Free?
HappyOrNot doesn't offer a free version of its service. However, they provide a demo upon request that showcases the platform's capabilities.
Standout Features & Integrations:
The most valuable features of HappyOrNot include its real-time feedback collection and instant analytics. Notably, it offers integration capabilities with various third-party platforms for improved data analysis.
Pros and cons
Pros:
- Integrates with various third-party platforms
- User-friendly interface
- Instant analysis of guest satisfaction data
Cons:
- Lacks advanced customization options
- High starting price
- No free plan available
Other Guest Survey Software Options
Below is a list of additional guest survey software that we shortlisted, but did not make it to the top 10. Definitely worth checking them out.
- Revinate
Best for managing online reputation and guest marketing
- Benbria
Best for omnichannel guest messaging and feedback
- Survtapp
Good for offline data collection and multi-language support
- Customer Thermometer
Good for 1-click feedback collection
- Guestfolio
Good for personalized email marketing and guest engagement
- eZee iFeedback
Good for comprehensive feedback management solutions
- Canary
Good for real-time reputation management
Selection Criteria For Guest Survey Software
Having evaluated dozens of guest survey software tools, I’ve honed in on the specific criteria that matter most for this particular category. These tools need to facilitate meaningful and insightful guest feedback collection, ensuring that businesses can enhance their services based on authentic consumer responses. I've tested each of these tools to bring you an accurate and objective assessment of their functionality and usability.
Core Functionality
- Collect feedback through various channels like email, SMS, and in-app
- Analyze and interpret feedback data for actionable insights
- Facilitate real-time feedback and instant notifications
- Offer customizable survey templates fitting specific needs and branding
- Allow multi-language support for international businesses
Key Features
- Multi-Channel Collection: This feature allows feedback collection from various sources, enabling a broader, more comprehensive understanding of customer satisfaction.
- Real-Time Alerts: Instant notifications when feedback is received ensure swift action and timely resolution of potential issues.
- Analytical Tools: Data interpretation capabilities are crucial for drawing actionable insights from guest feedback.
- Customizability: The ability to tailor surveys to suit specific needs and branding promotes engagement and relevance.
- Multi-Language Support: Businesses catering to international guests should be able to communicate and gather feedback in multiple languages.
Usability
- Intuitive Interface: Guest survey software should be easy to navigate, allowing users to create, distribute, and analyze surveys with minimal hassle.
- Quick Onboarding: The software should offer a straightforward setup process, with tutorials or guides to aid new users.
- Effective Support: Comprehensive customer support including resources such as FAQs, tutorials, and responsive customer service can aid in resolving any issues that may arise.
- Scalability: The tool should be able to handle increased survey volumes as your business grows, ensuring seamless operation even under heavy usage.
Most Common Questions Regarding Guest Survey Software (FAQ's)
What are the benefits of using guest survey software?
Using guest survey software can greatly enhance your business operations and customer service. Here are five key benefits:
Insightful Feedback: These tools help you collect valuable feedback from guests, providing you with actionable insights.
Multi-Channel Collection: They allow feedback collection through various channels like email, SMS, and in-app, offering a comprehensive understanding of guest experiences.
Real-Time Alerts: Get instant notifications when feedback is received, enabling swift action and resolution of potential issues.
Customizability: Tailor surveys to suit specific needs and branding, promoting increased engagement and relevance.
Multi-Language Support: Cater to international guests by communicating and collecting feedback in multiple languages.
How much does guest survey software typically cost?
The cost of guest survey software varies widely, depending on the range of features and the scale of your business. Typically, the pricing models are either per user/month or based on the number of surveys or responses you need.
What is the typical range of pricing for guest survey software?
The pricing for these tools usually starts from around $20 per user/month for basic plans, going up to $200 per user/month for more advanced features and larger survey volumes.
Which are the cheapest and most expensive guest survey software options?
The cheapest option could be Survtapp, with prices starting from $15 per user/month, while the more expensive ones like Guestmeter can start from $199 per user/month. Please note that this may vary based on the specific needs and size of your business.
Are there any free guest survey software options?
Yes, there are some guest survey software options that offer free plans. However, these are often limited in terms of features and responses allowed. Medallia, for instance, offers a free plan with basic functionality. Be sure to check the details of each plan to see if it fits your requirements.
Summary
Guest survey software plays a pivotal role in the hospitality industry, helping businesses collect and analyze feedback to improve their services. In this guide, we've evaluated various software based on criteria such as core functionality, key features, and usability.
- Identify core functionality. Look for software that allows you to create customizable surveys, get feedback through various channels, and analyze the data effectively. Real-time alert functionality is also essential for prompt issue resolution.
- Consider key features. Features such as multi-language support, survey customization, GDPR Compliance, and integration capabilities with other platforms can significantly enhance your feedback collection process. Be sure to weigh these while making a decision.
- Evaluate usability. An intuitive interface, an easy onboarding process, and responsive customer support are critical factors for any software. For guest survey software, ensure its user experience if it is user-friendly not only for your team but also for the guests who will fill out the surveys.
With a careful evaluation based on these criteria, you can choose a guest survey software that aligns best with your business requirements and enhances your guest experience.
What Do You Think?
We hope this guide helps you in choosing the best guest survey software. If you know of a tool that we might have missed and you think it deserves a spot on this list, please feel free to share it with us. We're always open to exploring new tools that can provide great value to our readers.