Priority Club Connect: Bonus points for Surveys?

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PittGuestChamp

15 posts since
May 5, 2009

Currently Being Moderated

Oct 14, 2009 9:59 AM

Bonus points for Surveys?

As all of us are frequent travelers, we recieve surveys from the hotel stay asking us how everything was. As we travel a lot, it is easy to overlook the surveys and forget about them. My question is, would you be more likely to fill out a survey if you got bonus PC points for doing so?

Let me know what you think!

Kimberly

Tags: surveys, bonus, traveling, points

iristina

295 posts since
Jun 22, 2009

Currently Being Moderated

Oct 14, 2009 11:56 AM

in response to: PittGuestChamp

Re: Bonus points for Surveys?

YES! I have received bonus points for filling out surveys, although not recently. I actually try to always fill out the surveys; however, if I know I will receive bonus points at the end, I would be less likely to quit without resuming if something came up. And, I would be more likely to take the time to include detailed comments.

And, while we're on the survey topic - I wish the surveys would arrive sooner after a stay. Sometimes they arrive a couple weeks after check-out and I've already stayed at three or more hotels since the one I am receiving the survey for. This makes it more difficult to keep the specifics separate.

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Ronald Chadwick

1,214 posts since
Oct 2, 2008

Currently Being Moderated

Oct 14, 2009 2:03 PM

in response to: PittGuestChamp

Re: Bonus points for Surveys?

I am not aware of post stay surveys, only the form to fill in at the hotel.

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PittGuestChamp

15 posts since
May 5, 2009

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Oct 15, 2009 11:43 AM

in response to: Ronald Chadwick

Re: Bonus points for Surveys?

How it works is people are randomnly selected for surveys, I don't think everyone gets a survey, but it is emailed to you and asks you a detailed list of things about your stay ranging from physical condition of hotel to service experience etc. When a hotel recieves these surveys, they are scored based on the respondents and the hotel keeps track of their performance that way and shares it with the hotel. If there are good remarks, it is very encouraging and uplifting for the employees. If the surveys are bad, it gives a hotel the chance to examine what happened and change accordingly. They are very helpful tools not only for the hotel, but for the guest as well, because the surveys help to hotel to serve the guests better.

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JBa

809 posts since
Jun 11, 2009

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Oct 15, 2009 12:09 PM

in response to: PittGuestChamp

Re: Bonus points for Surveys?

I might be wrong, but answering stay surveys do not result in bonus points. There are other PC surveys where you receive points. It would be nice if the hotel or PC would give you points for the survey. But it also could be considered bribing for providing positive responses to the questions.

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jonadam

60 posts since
Apr 24, 2009

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Oct 15, 2009 12:31 PM

in response to: JBa

Re: Bonus points for Surveys?

These surveys are very important to the hotels. We use them to evaluate ourselves, and make everything top notch for the guests. Most people that work in hotels rarely get a chance to see the other side of the counter. Especially at the very hotel that they work at. Plus, we tend to be a little biased to our property as well. Most of the PC members that are filling out the surveys have the opportunity to compare our hotel with many others. This is very valuable information. I feel there should be some kind of incentive for the surveys to be filled out and returned as well. If you do not want to fill out the survey, please fill out the cards in the rooms, or let someone at the desk know how you're stay was. Good or Bad. Give us some suggestions, what you've seen at other hotels but not the current one you're in, etc. Hotel agents are, or should be, trained to invite criticism. I know I welcome and ask for it with every guest that I check out. I also spend quite a bit of time in the breakfast bar talking with the guests as well. Anywho, just some thoughts of mine. Thanks for listening.

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iristina

295 posts since
Jun 22, 2009

Currently Being Moderated

Oct 15, 2009 12:40 PM

in response to: jonadam

Re: Bonus points for Surveys?

Thanks for sharing, Jonadam. I agree, and I love it when I am sincerely asked about my stay! If everything is great while I'm there, I check all the best scores on the room survey, add a smile face next to actions that were superior, and drop it off at the front desk with my key packet. I try to be honest and factual with the surveys I fill out, and have received a call from the GM at least twice (that I can recall) after filling out a survey.

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JBa

809 posts since
Jun 11, 2009

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Oct 15, 2009 1:14 PM

in response to: jonadam

Re: Bonus points for Surveys?

Hello jonadam, I always answer the email surveys regardless if I enjoyed the stay or not and leave positive or negative comments. I think it is important to provide feedbacks and would not expect anything in return.As iristina I smetimes receive a response from the hotel and thanking me for answering the survey. If there was an issue I mostly hear that they try to fix it. Several times on a return stay at the property I see that the issue was taken care of or the situation was improved.

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Rick'sFamily

855 posts since
Jun 18, 2009

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Oct 16, 2009 5:35 PM

in response to: JBa

Re: Bonus points for Surveys?

Are you kidding me? Bribe THIS group? ha ha....

They'd skin the desk clerk for the points than fill it out with glowing comments!

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marky

84 posts since
Jun 29, 2009

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Oct 17, 2009 12:26 AM

in response to: PittGuestChamp

Re: Bonus points for Surveys?

I have on occasion had survey about an stay at an ICH hotel (also had some from other chains as well). While I do fill them in, I am sure that I wouldn't mind some points thrown into the deal.

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PittGuestChamp

15 posts since
May 5, 2009

Currently Being Moderated

Oct 17, 2009 1:42 PM

in response to: marky

Re: Bonus points for Surveys?

Thank you all for the great feedback. The information provided form the surveys is very valuable for the hotels

-in fact the bad information is what helps us to improve. I am a priority care specialist at my hotel,

and we haven't recieved as many surveys in the past few months, and we're always trying to find ways to improve, so I thought that maybe

if we treat the surveys as valuable as they are and offer points for all responses, we may get more

feedback which would help us continue our mission to provide the best guest experience possible. I get a lot of feedback from my regulars and from walking through the hotel especially at breakfast and dinner hours, I was just hoping to capture a larger audience. I was asking to see if it would be worth it to other PC members to take the time to fill out the survey if points were offered. Maybe if the PC members knew that hotels live and breathe and are rated based on these guest scores, they might also be more inclined to respond knowing that their feedback will help them to get what they want.

Thank you all again for the feedback- keep it coming!

Cheers

Kimberly

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stanley

159 posts since
Jul 14, 2009

Currently Being Moderated

Oct 20, 2009 2:57 AM

in response to: PittGuestChamp

Re: Bonus points for Surveys?

Kimberly Hi

Is this a US thing??? As per Ron, having been a member for donkey years I have never had one of these surveys!!!!!!! Except for the paper tick card left in the room and one wonders at times when completed and returned if they are "filed".

If it is just a US concept, I wish due consideration would be given to utilising this process in the UK, as I feel it could benefit both parties in the long run.

To answer your question, if points were offered I am sure you would get a better response.

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PittGuestChamp

15 posts since
May 5, 2009

Currently Being Moderated

Oct 20, 2009 8:36 AM

in response to: stanley

Re: Bonus points for Surveys?

I wasn't aware that they don't give surveys in the UK. How it works in the US is that if you have your email address synched up with your priority club account, you can be picked to take a survey which would be sent to you in the following weeks. The survey is about 4 pages long and asks specific questions about your stay. The hotel is then rated on the scores and this helps for quality control and to learn ourselves and guests better. If you book a reservation in a US holiday inn, the list of hotels have a little comment in the top right corner of each box that will say something like "commendable"

which is an indicator for the guest that its a great performing hotel. I think IHG should definitely consider opening this up worldwide, that would be helpful I'm sure!

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stanley

159 posts since
Jul 14, 2009

Currently Being Moderated

Oct 20, 2009 9:13 AM

in response to: PittGuestChamp

Re: Bonus points for Surveys?

It sounds like a good idea to me and as you pointed out the feedback indicator would be useful.......lets hope they do sooner as opposed to later!!!!!

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Amanda Kehoe

1,297 posts since
Apr 11, 2009

Currently Being Moderated

Oct 23, 2009 9:53 AM

in response to: PittGuestChamp

Re: Bonus points for Surveys?

For an inside look at the purpose of the surveys and how your opinion matters, visit my blog post, "An inside look: Opinion matters after hotel stay." I believe it will explain what Kimberly and member Jonadem are referring to.

Hope that helps,

Amanda Kehoe

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Ronald Chadwick

1,214 posts since
Oct 2, 2008

Currently Being Moderated

Nov 1, 2009 3:54 AM

in response to: PittGuestChamp

Re: Bonus points for Surveys?

As most of us use Email and book or confirm on line it would be an advantage for IHG to have some on line surveys following hotel stays. Often I am to occupied in the hotel to fill in the form. It would also guarantee that it gets to the right person It would be less wastefull of pen and paper, greener?

Giving points could be seen as an inducement to be more positive but I am not easily bribed.

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iristina

295 posts since
Jun 22, 2009

Currently Being Moderated

Nov 1, 2009 7:04 AM

in response to: Ronald Chadwick

Re: Bonus points for Surveys?

If I received points for completing a survey, I would view this as compensation for my time; not as a bribe to provide positive feedback.

One time a hotel gave me a $5 Starbucks coupon at check-out with a note that said something to the effect that it was to thank me for providing positive feedback when I received my survey. Now that was a bribe, and I said so when I received the survey! I was contacted after I filled the survey out, and the hotel is no longer following that practice.

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Amanda Kehoe

1,297 posts since
Apr 11, 2009

Currently Being Moderated

Nov 1, 2009 8:17 AM

in response to: Ronald Chadwick

Re: Bonus points for Surveys?

Ronald,

The post-stay surveys are sent by email...However, I'm not sure if the UK does the same..?

Amanda

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Oct 14, 2009 9:59 AM

Bonus points for Surveys?

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