Customer Satisfaction
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Hospitality & Travel
What is this template and why does it matter?
It measures satisfaction with a specific touchpoint during a stay or trip. It matters because a single weak touchpoint can define the whole guest experience if it's never isolated.
What questions should I ask?
The core satisfaction rating, an open-text reason, and a question specific to the touchpoint measured.
How many questions should it have?
4–6.
When / how often should you send it?
At or shortly after checkout.
What does a strong result look like?
A high satisfaction rate attributable to a specific touchpoint. Corvane Journeys maps satisfaction stage by stage, so the touchpoint driving the score is always visible.
Use these questions as a starting point for your research.
Q
Overall, how satisfied were you with [Touchpoint]? (1–5)
Q
What's the main reason for your rating?
Q
How likely are you to return or recommend us?
Start with this research template and customize it for your study.
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