How to: promote your feedback survey

How to: promote your feedback survey

It’s important to receive a high volume of feedback from your guests to ensure that your data is as reliable as possible so any actions taken will be based on the opinions of many, not the few!

What are the benefits: 

Increased feedback volume
The more data you have, the more accurately you can track your Net Promoter Score, among other KPIs. It also allows you to cancel out any anomalies and provides you with a realistic view of how each of your sites compare, as well as how you benchmark against your competitors.

Survey promotion methods: 

On-site:
A QR code or link can be added to the bottom of your receipts, bill cards, posters, table talkers, menus or packaging. You can even have a different QR code/link for each location, meaning that guests won’t have to select the location they visited on the survey or risk them selecting the wrong one.
- QR codes can be easily generated using any of the free online QR code generators, eg. https://www.qrcode-monkey.com/
- Utilise your teams to highlight this and encourage the guests to leave feedback about their experience.

At-table/at-event via a tablet is an option to consider in the right setting. Perhaps its a new opening, an event or you're trialling a new menu - a tablet can be presented to request for feedback. If you have a confident team member who can engage with the customer about the new location, event or menu and assure the guest that the survey won’t take up much of their time. At table or at event feedback gives your guest the opportunity to provide feedback whilst the visit is still fresh in their mind, but should only be used when it can be added seamlessly as part of the guest journey.
If you would like to collect at table feedback, we have some features that can help:
- The survey can be set to refresh once it’s been completed, ready for the next guest - this could be through pressing a button or automated after, say, 30 seconds
- The survey also only needs an internet connection at the start and end, so there's no waiting for questions to load

Off-site:
Sending a post visit email is the most successful way to get a high volume of surveys. If your guest made a reservation, placed an order, redeemed a voucher, used a loyalty/payment app, or logged into your Wi-Fi, you can send them a feedback invitation – see more information about post visit feedback invites here. 

          Adding to your website having a dedicated feedback tab or clear guidance on contact us page to the feedback site.

          Promoting on social media. 

Incentives:
Offering a value exchange to attract people to provide feedback. There are a few different incentive options you could consider: 
Vouchers 
You may want to use vouchers to incentivise survey completion and to encourage repeat visits. We can manage these on your behalf by uploading your voucher codes into our system, which we can then automatically send to your guests once they leave their email address on a survey. See here for more information.  

Prize Draw 
If you choose to use a prize draw to encourage guest feedback, we can help to facilitate this by drafting up the competition terms, capturing GDPR compliant consents and selecting a guest as the winner on your behalf.
Prize suggestions: 
- Vouchers - meal, shopping, experiences
- Free membership 
- Gadgets (eg. iPad)

Getting started

Please speak to your HGEM account manager if you have any further questions about increasing your feedback volume or promoting your feedback site.

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