Guest Surveys (Online Comment Cards)
• Cost effective and efficient way to collect guest feedback
• Easily identify trends with cumulative data and custom graphs
• Generate repeat business
• Decrease costs – no more printing, shipping, or data entry
• Cost certainty by limiting the amount of surveys received
• No hidden fees – no charges for set-up, revisions, or maintenance

Most business owners understand the importance and value of collecting feedback from their customers. Traditionally, this information has been collected with printed comment cards that are filled out by the customers. Restaurants place these comment cards on table tops or inside the check presenter, while hotels place these comment cards in every hotel room. This method of collecting feedback can be very expensive with many costs including printing the comment cards, shipping the cards to every location, paying for the return postage, and paying an employee to manually enter all of the data so that it can be analyzed and reviewed. The response rate on these comment cards is traditionally very low and the responses that are received are normally only from friends of employees, very happy customers, or very dissatisfied customers. The integrity of this information is also compromised, as cards with complaints are often intercepted before ever reaching management.

We can now use modern technology to offer “online comment cards” or guest surveys as an extremely cost effective and efficient way to collect guest feedback, identify trends, and generate repeat business. Collecting this feedback online eliminates all of your current costs associates with printing, shipping, and data entry. We provide you with a dedicated web address with your company’s name included at no cost. You can then print that web address on the bottom of your receipts offering your guests an incentive if they complete a quick survey. When the guest goes home and types in the web address, they will be shown the same questions that are currently on your comment cards, which they easily answer online. The questions and methods of scoring are fully customizable to meet the needs of your business. The survey only takes one or two minutes and the guest does not need to login to an online account to complete the survey. Once the online survey is submitted, a coupon is displayed for the guest offering them 10% of their next meal, a free appetizer, etc. This coupon helps to generate repeat business, which will be substantially more money than the cost of the survey. You are actually able to make money through repeat business, cut costs associated with traditional comment cards, and collect valuable guest feedback all at the same time!

We make it very easy for you to get started with a guest survey program. We work with you to customize the questions to meet the unique needs of your business. There are no set-up costs, maintenance fees, or hidden expenses. You only pay for the completed surveys that you receive each month! You even have the ability to limit the number of surveys you receive for each location within a certain time frame to provide your budget with cost certainty. All of the data from your surveys is stored online and presented to you in the way that you want to see it. Our system presents you with graphs so you can easily identify trends within the cumulative data. Contact us today to get started with a program so you too can save money, generate repeat business, and collect valuable guest feedback.

Brian Calderone
Division Director – Mystery Shopping, Exit Interviews, Surveys, & Diversity Initiatives
Goodwin & Associates Hospitality Services

P: 603-223-0303 x132 | F: 603-218-6451
bcalderone@goodwin-associates.com
91A North State Street, Concord, NH 03301

www.Goodwin-Associates.com | www.MysteryShopperProgram.com | www.Exit-Interviews.net | www.DiversityInHospitality.com | www.WomenInHospitality.com