Configuring guest feedback surveys

Introduction

Guest feedback surveys can be configured to be sent to guests after an event. Once you have configured your survey questions and your timings, the guests will be automatically emailed about the survey (and reminded if they forget to fill it in!). This entirely automated service enables our customers to achieve high feedback capture rates, providing you with large data sets of quality data to help improve your future guest experiences.

 

Enabling guest feedback emails for the company

Guest feedback emails must be enabled at company level. This is a one-time configuration. To do this, visit Settings > Preferences > Feedback Settings and you will see an option Enable guest feedback reminder email. Having a setting at company level is useful if you want to disable all feedback emails temporarily, as this setting can be disabled in an instant.

 

Ensure that this option is enabled and configure how many days after the event you would like the feedback survey email to be sent to guests.

 

We recommend that guest feedback is sent within a few days of an event, unless there are exceptional circumstances, so that the event is still fresh in guests' minds. This will maximise the response rate.

 

Important: if you are enabling guest feedback surveys for the first time, we recommend that you only enable the reminder email at company level once feedback questions have been configured and guest feedback has been enabled for the relevant categories.

 

Activating feedback for events in a category

Once feedback is enabled for the company, it is important to ensure guest feedback is enabled for all relevant categories.

 

To do this, visit a category page and click Edit Category and enable the option called Enable guest feedback for events in this category (can be overriden at event level). 

 

Once activated for a category, guest feedback will automatically be enabled for all events in that category. If you wish to disable guest feedback for a specific event, visit the event page, select Edit and then disable the option called Enable guest feedback for this event.

 

Configuring feedback questions

Feedback questions can be configured at 4 levels:

• Company level - questions shown to all guests across all events
• Category level - questions shown to guests for any event in that category
• Venue level - questions shown to guests for any event at that venue
• Event level - questions shown to guests just for that single event

Most commonly, questions will be configured at company-level or category-level.

Configuring company level questions

Administrators can configure questions by visiting Settings > Preferences >  Feedback Settings and selecting Edit company guest feedback question.

On the feedback questions screen, you can edit the current questions and configure new ones.

Configuring category, venue and event level questions

Visit the relevant category, venue or event page and click Guest Feedback.

On the event level Guest Feedback screen, you will find quick links to manage questions at all levels, so event pages are a good place to look to see exactly what questions will be presented to a guest and make edits.

Supported question types

There are 5 question types supported currently:

• Rating 1 to 5
• Rating 1 to 10
• Yes / No
• Yes / No / Maybe
• Free text - for use for comments

Best practice question writing

Free text questions

All questions in a survey are mandatory. If guests may not want to provide a free text answer for a question, we recommend you add "(Enter N/A if not applicable)" or similar text to the end of a question.

For example:
Please enter any additional comments to help us improve future events. (enter N/A if you do not wish to answer)

Ratings questions

For ratings questions, we recommend that you state your scale in the question.

For example, for a question of type Rating 1 to 10:

Please rate your overall enjoyment of the event (1 = poor, 10 = excellent).

Previewing feedback survey for a guest

We always recommend previewing what a guest will see. You can do a quick preview when adding or editing feedback questions.

 

To do a full preview, once feedback is enabled for an event, we recommend adding a test guest to your event and clicking the feedback survey icon next to the guest (this looks like a speech bubble and appears on the right hand side of the guest record in Guest Management). This will show you exactly what that guest will see for the event. (You can submit the survey if you wish as no data is saved in test mode).

 

The feedback icon will only be shown next to a guest if guest feedback is enabled for that event. If you expect to see it and are not seeing it, please check the company, category and event level feedback settings for that event.

 

This screenshot shows the feedback icon (for previewing a guest's feedback survey) and the door icon (which links directly to the guest's registration page):