Feedback Matters

Can a simple haircut follow-up survey teach us something about customer feedback? Absolutely. In this episode of So You Want My Feedback, we step outside the hospitality industry to review the follow-up email and survey from a regional hair salon. While the business isn’t a hotel or restaurant, the customer experience principles are exactly the same. Jeff and Rich walk through the entire feedback...

What one small detail in a restaurant survey reveals about anonymity and guest feedback. In this episode of So You Want My Feedback?, we review a restaurant survey sent after a recent dining experience—and quickly uncover a small detail that could have a big impact on the feedback it receives. From how the survey frames its opening question to how it handles guest identity, we break down what work...

When Guest Surveys Go Wrong: A Masterclass in "Worst Practices" What happens when one of the world’s biggest hotel brands sends a guest survey that is confusing, repetitive, and mathematically impossible? In this episode of "So You Want My Feedback", Jeff and Rich break down a recent post-stay survey from a major global hotel flagship that misses the mark at nearly every turn. In this episode, we...

84% of hotel guests rely on online reviews when booking. Only 4% regularly post them. So who is really shaping your hotel’s reputation? In this episode of Feedback Matters, Jeff and Rich explore the results of GuestInsight’s December 2025 U.S. consumer survey of hotel guests — and uncover a major disconnect between how guests consume feedback and how they contribute it. We discuss: •Why 72% say su...

In this episode, we take a close look at a post-stay survey from a major international hotel brand. At first glance, it’s solid: clean layout, well-timed delivery, and even a personal touch — the general manager’s own signature. Someone’s taking ownership of the feedback process, and that’s great to see. But as we move through the survey, some interesting choices start to stand out — like the use...

In this episode, we take a look at something new for Feedback Matters — a patient feedback survey from a large medical practice. At first glance, the request feels solid: it’s respectful, professional, and checks many of the right boxes. The email sets expectations clearly and frames the purpose as learning “what we do well and what we can do better.” But as we walk through the actual survey, thin...

In this episode, we take a closer look at a guest feedback survey from a popular restaurant inside a major hotel. At first glance, it does a lot right — short, simple, on-brand. But as we talk through the guest flow, the copy choices, and the final ask, we started to notice some important gaps. The intent seems clear: it’s not really about feedback — it’s about driving reviews. The survey is built...

Why “How Likely Are You to Recommend?” Might Be the Wrong Question In this mini-episode of Feedback Matters, Jeff and Rich tackle one of CX measurement's most sacred cows: the Net Promoter Score question. 👉 “How likely are you to recommend our hotel to a friend or family member?” It sounds smart. It looks official. It’s everywhere. But have you ever really thought about what it’s asking? We dig i...

In this episode, Jeff and Rich review the guest feedback survey from a boutique hotel operated by one of the world’s largest hospitality brands. While the guest experience was exceptional, the survey left much to be desired—long, inconsistent, and surprisingly unpolished for such a well-run property and major hospitality brand. They explore why this happens more often than it should, and why the f...

In this episode, we take a look at the customer feedback loop of a regional furniture chain. Jeff and Rich get into the weeds on what turned out to be a confusing feedback process after a transaction. They reflect on the overall customer journey, including the delivery experience, and lament how businesses often don't pay the same attention to detail on their feedback loop as they do on other part...

In this episode, we analyze the guest feedback requests from a non-traditional lodging experience—a short-term rental booked through a major platform. Jeff and Rich discuss the post-stay emails, the review prompts, the survey, and the differences between public reviews and private feedback channels. Are platforms prioritizing better guest experiences or simply looking to boost ratings? We break do...

Unlock the Full Potential of Your Guest Feedback 🔑✨ - Book A Free Consultation or Demo Today: https://www.guestinsight.com/who-we-are   Join Jeff Robbins and Rich Raffel in this episode (#10 of the So You Want My Feedback series) as they analyze a real guest experience feedback request from a popular restaurant platform. Discover the pitfalls of relying solely on reviews, the missed opportunitie...

In this episode, we get into a discussion of different motivations for sending guest experience surveys. It's a follow-up episode to episode 8 ( https://www.podbean.com/eas/pb-ixx38-171cffa ), in which we were less than impressed by the guest survey sent by a great boutique hotel. That episode may be found here: https://youtu.be/pm3HD8gTFuU Our "So You Want My Feedback?" series reviews the feedbac...

In this episode, we review the feedback "ask" from an independent boutique hotel. As the subtitle suggests, we found this survey to be disappointing. For a great property, their guest survey doesn't cover anything substantive or actionable.   #cx #survey #bestpractices #guestinsight #hospitality #hotelmanagement #hotelier #review #guestexperience Our "So You Want My Feedback?" series reviews the f...

In this very short episode (less than 4 minutes), we take a look at a simple feedback request that follows through on an online transaction. Despite a really nice UX and a request that is respectful of the customer's time, we discover sloppy technique. This is the 6th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and o...

In this episode, we review the feedback "ask" from a fine dining restaurant. This is the 6th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly...

In this episode, we review the feedback "ask" from a large multi-national hotel chain. This is the 5th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should...

In this episode, we review the feedback "ask" from a "fine dining" restaurant. This is the 4th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regular...

In this episode, we review the feedback "ask" from a large resort. This is the third episode of our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give fe...

In this episode, we review the feedback ask from a hotel in a city location. Spoiler alert- things start out great but then take a turn. This is the second episode of our So You Want My Feedback? series, in which we review the feedback requests from companies, hotels, restaurants, services through the lens of a guest or customer. We point out the good, the bad, and the ugly...names and places will...

This is the first episode in our So You Want My Feedback? series, in which we review the feedback requests from companies, hotels, restaurants, services through the lens of a guest or customer. We show the good, the bad, and the ugly...names and places will, of course be hidden to protect the innocent (or guilty). In this episode, the feedback "ask" from a restaurant is a bit confusing... #cx #sur...

In this series, we review the feedback requests from different kinds of businesses - from the perspective of a guest or customer of each business. Among the things we'll get into: Does the "ask" strike the right tone? Is the survey appropriate for the experience provided? Is the survey too long (or too short)? Blog Post That Started This: "Tell Me What I Want To Hear" https://www.guestinsight.com/...

What's this podcast all about? All things related to guest & customer experience feedback. Join us for discussions about feedback surveying in general- both from an historical perspective, as well as how it fits into today’s online review fueled purchase economy. We explore survey design best practices, as well as look at the always increasing number of ways to analyze the data that well designed...

The story of how the loyalty metric, Fan Value Score, was inspired by the Plus/Minus hockey rating.   guestinsight.com #cx #guestexperience #customerexperience #sportsanalytics #customerloyalty #brandloyalty     Our Guest/Customer Loyalty Series: Introduction - https://youtu.be/L6Zsbl_CrLM Part 2 - https://youtu.be/jrHb4UuLI9M Part 3 - https://youtu.be/LOLSfmEskN0

What is your guest survey doing for you? How is it integrated into your organization's operations? We recently published a free checklist for hospitality operators to use as a guide to getting the most out of guest feedback. In this episode, we discuss how and why to use it. Whether you're looking to make changes to your current guest feedback solution or are happy with what you have in place, tak...