Feedback is key to improving services, boosting guest satisfaction, and ultimately driving more bookings. And getting visitors to fill out your guest feedback forms isn’t impossible—but it sure can be tricky.
The problem? Feedback forms don’t always get the attention they deserve. While we all appreciate receiving feedback, many hesitate to give it. Guests may be rushing to check out, eager to move on, or unaware their input is needed.
The good news? You can change that. With the right approach, you can increase your feedback form response rate. Let’s break down why guests tend to skip these forms—and what you can do to get more responses.
Why guests usually don’t fill up your guest feedback form
Before we get into the “hows,” let’s discuss the “why.” Understanding why guests skip your feedback forms is the first step to fixing the problem.
Here’s why guests often leave feedback forms unfinished or blank:
- A long and complicated form can be a major turnoff. Guests will likely skip it if it takes more than a few minutes.
- Guests need to see the value in providing feedback. Without a clear purpose, it can feel like they’re just sharing their thoughts with no real impact.
- Inconvenience and complexity are major factors in lack of motivation. If they have to navigate a complicated website or, even worse, fill out a paper form, they’re more likely to ignore it.
- Too generic requests for feedback often fail to capture attention. A simple “Please fill out our form” message doesn’t feel inviting or personal. Makes the request more engaging, more personal.
- Bad timing can ruin your chances of getting feedback because, let’s be real—we love rewards. People might not feel motivated to participate if there’s nothing in it for them.
- Without appreciation incentives, don’t be surprised if participation drops.
Strategies to get more feedback from your guests
Ready to turn those silent guests into feedback champions? Here are seven tried-and-true strategies to boost your response rate:
Make it convenient for guests to provide feedback
Let’s start with the basics: convenience. If your feedback process feels like a hassle, guests will skip it. So, make sharing feedback as easy as possible.
Using a form QR code generator is the simplest and most convenient way. Guests can scan, tap, and submit their responses in seconds—no extra steps or hassle.
Here’s how to set up a QR feedback form for your guests:
- Choose a form builder that lets you create online feedback forms.
- Select a template or design your own based on your hotel’s needs.
- Add the necessary fields to gather valuable guest feedback. Customize the form’s appearance to match your hotel’s branding.
- Generate a QR code that links directly to your feedback form.
- Download the QR code as a printable version for physical placements or a digital version for online sharing.
- Place the QR code inside guest rooms, at receipts, check-out counters, or dining tables, or send it via email or SMS.
- Monitor the form’s performance and analyze guest responses using the dashboard’s tools to track submission rates, review feedback trends, and make necessary improvements.
Keep the form short and simple
Guests shouldn’t feel like they’re writing an essay after a relaxing stay. Keep your guest feedback form concise and focused. Include only the essentials—overall experience, room cleanliness, staff friendliness, and perhaps one open-ended question for additional comments.
Your feedback form is a conversation, not an interrogation. Keep it light, and guests will be more likely to engage. Researchscape suggests that the ideal survey length is around five minutes—any longer, and you risk losing their attention.
Communicate the value of feedback
Here’s the thing—guests need to know that their feedback matters. Be transparent about how their input will improve the guest experience. For example, you could say, “Your feedback helps us create unforgettable stays for you and future guests.”
Effective customer feedback management also means showing guests that their opinions lead to real action. Did you upgrade your pillows because guests said they were too firm? Let them know! When guests see that their opinions lead to real action, they’ll be more inclined to share.
Offer rewards
Honestly, who doesn’t love a little incentive? A study published in the PLOS journal page, “Does Usage of Monetary Incentive Impact the Involvement in Surveys?” found that monetary incentives increase survey response rates.
Offering a small reward for completing your feedback form can work wonders. It doesn’t have to be extravagant: a discount on their next stay or a free drink at the hotel bar. Avoid cash rewards—they attract low-quality responses.
The key here is to make the reward relevant and appealing. For example, “Complete our feedback form and enjoy 10% off your next booking!” It’s a win-win: guests get a perk, and you get valuable insights.
Timed-in asking feedback
Timing is everything. Asking for feedback at the right moment can significantly increase your response rate. Instead of bombarding guests with a form as they check out, try sending it via email a few hours after leaving. This gives them time to reflect on their stay without feeling rushed.
Alternatively, you can ask for feedback during their stay—for example, after they’ve enjoyed a meal at your restaurant or used your guest services. The experience will still be fresh in their minds, making them more likely to share their thoughts.
Personalize the request
A generic “Dear Guest” message doesn’t exactly scream “We care about you.” Personalize your feedback requests by addressing guests by name and referencing specific aspects of their stay. For example, “Hi Sarah, we hope you enjoyed your relaxing massage at our spa! We’d love to hear your thoughts.”
Personalization makes guests feel valued and encourages more meaningful hotel guest reviews. It’s a small touch that can make a big difference.
Train staff to encourage participation
Your staff are the face of your hotel and play a huge role in encouraging feedback. Hotel staff training should include guiding them on how to politely ask guests to fill out the form during check-out or after a positive interaction. A simple, “We’d love to hear about your stay—would you mind sharing your feedback?” can go a long way.
Ensure your staff understands the importance of feedback and how it benefits the hotel and future guests. That energy will rub off on guests when they’re enthusiastic about it.
Encourage guest engagement with a form creator
Remember, feedback is more than just data—it’s a conversation with your guests. Listen to what they have to say, act on it, and watch your guest satisfaction (and response rate) soar.
Simplify and enhance your feedback collection with digital forms. QR code forms make it even easier for guests to respond and for you to manage and analyze data—plus, they’re eco-friendly and efficient.
Increasing guest feedback form responses isn’t complicated—it’s about understanding your guests and making the process easy and rewarding. Start applying these strategies today and watch your response rate rise.
Read more:
Why Guests Ignore Guest Feedback Forms—And How to Change That