Guest Satisfaction Survey Template

The two ratings that stay in every version of the survey.

1. Overall, how satisfied were you with your visit?1 to 5 satisfactionThe headline. A 3 is not a pass mark: it is a guest who will not come back and will not tell you why.
2. How satisfied were you with the value for what you paid?1 to 5 satisfactionLow here while the stage ratings are high means the rate is wrong, not the service.

One rating per stage, so a low overall score points at a shift rather than the whole property.

1. How satisfied were you with checking in?1 to 5 satisfactionThe desk, the queue and the wait for a room. Narrow on purpose: joined to the booking it becomes two events in one answer.
2. How satisfied were you with the cleanliness of your room?1 to 5 satisfactionAsked on its own. Joined to comfort it becomes a question nobody can answer with one number.
3. How satisfied were you with how well you slept?1 to 5 satisfactionCovers the bed, the noise and the temperature in one answer. Low here with a clean room is a building problem.
4. How satisfied were you with the people who looked after you?1 to 5 satisfactionNamed praise lands here, so read it beside the open answers rather than on its own.
5. How satisfied were you with your final bill?1 to 5 satisfactionThe last thing that happens, so it colours the overall rating. A low score is usually a charge nobody explained.

Separates a bad visit from one you already put right, plus the optional line that makes a reply possible.

1. Did anything go wrong during your visit?Choose one of threeThree answers, three different jobs. Only the third is a list somebody works through on Monday.
2. If you would like a reply, leave an email address or a phone number.Short text, optional the only identity questionOptional, and in the middle rather than at the end. A guest who wants a reply leaves it; a guest who does not still finishes.

Two open answers before the end, then a rating to close on.

1. What is the one thing that would have made this visit better?Long text, optionalOne thing, not a list. Short answers are the ones a duty manager reads in a morning.
2. What did we do well that we should not change?Long text, optionalStops a refurbishment removing the one thing people came back for.
3. Compared with what you expected when you booked, how was the visit?1 to 5, much worse to much betterThe gap between the promise and the visit. The only rating you raise by changing the listing rather than the service.

Replace the five stage ratings with the block that matches your kind of place.

1. How satisfied were you with the food and drink?1 to 5 satisfaction restaurantThis rates the visit. If the food itself is the thing being judged, that is a different survey.
2. How satisfied were you with the wait, first for a table and then for your food?1 to 5 satisfaction restaurantTwo waits, one answer, because a guest remembers the longer one.
3. Which sitting was this?Choose one: breakfast, lunch, afternoon, dinner, late restaurantA time slot rather than a name. It points at a shift, which is the only thing you can act on.
4. How satisfied were you with the treatment itself?1 to 5 satisfaction spaRate the treatment before the room it happened in, or the room answer swallows it.
5. How satisfied were you with the consultation before your treatment?1 to 5 satisfaction spaThe step that sets the expectation, and the cheapest one to change.
6. How well did the place match the listing?1 to 5, not at all to exactly rentalA low answer is a photograph or a sentence to change, not a cleaner to retrain.
7. How satisfied were you with the check-in instructions?1 to 5 satisfaction rentalWhere a self check-in fails, and it fails at night when nobody is answering the phone.
8. How closely did the setup match the brief you gave us?1 to 5, not at all to exactly venueThe organiser version of the listing question, and the one that decides a rebooking.
9. How satisfied were you with the final invoice against the quote?1 to 5 satisfaction venueNever asked, and it is the row an organiser remembers a year later.