Feedback Matters

GuestInsight/Database Sciences
  • 5.0 (1)
  • MARKETING

Welcome to Feedback Matters, the podcast dedicated to the art and science of listening to your guests/customers. Join us as we break down: Consumer Behavior: Exploring the intersection of loyalty, guest/customer experience, and the power of online reviews. Survey Design: Best practices for gathering high-quality, actionable data. Data Analytics: Modern strategies to turn feedback into meaningful insights. Master the art of listening to your guests/customers—one episode at a time.

  1. Don't do this to your guests. - So You Want My Feedback Episode 18

    4D AGO

    Don't do this to your guests. - So You Want My Feedback Episode 18

    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 discuss: The "Zero Percent" Paradox: How a survey can tell you you've completed 0% of the task after you’ve already provided your primary rating. The Yes/No Rating Trap: Why asking a guest to "rate" a binary event (like whether they were recognized as a loyalty member) is a fundamental design flaw. The Missing Middle: The dangers of using a four-point scale that forces guests to be either positive or negative, with no room for a neutral middle ground. Survey Fatigue & Redirection: The frustrating experience of being redirected to a second, unannounced "brand survey" just when you thought you were finished. Jeff also shares his experience using the hotel's digital key—one of the few highlights of the stay—and how the survey failed to capture that nuance effectively. Key Takeaway: A survey is an extension of the guest experience. If the survey is "mailing it in," the guest feels it. Chapters: 0:00 - Introduction: A stay at a major global flagship 1:30 - The Email: Missing signatures and "Very Poor" scales 5:10 - The 0% Completion Metric frustration 9:20 - Rating a Yes/No question? 14:00 - The $2 Water Bottle Dilemma 18:30 - The "Secret" Second Survey 22:00 - Why Midpoints Matter in Scale Design 26:00 - Final Verdict: A "Shocking" Lack of Best Practices   About the Podcast: Feedback Matters by GuestInsight explores the world of guest experience, survey design, and actionable feedback. Hosted by Jeff Robbins and Rich Raffel, we draw on 25+ years of experience to help businesses elevate the guest journey. About the Series: So You Want My Feedback is our ongoing look at how hotels and other hospitality brands handle guest feedback — from post-stay survey critique to full hotel survey review. Each episode breaks down real examples, highlighting what works, what doesn’t, and what these choices reveal about guest feedback analysis, survey design, and the overall guest experience. And while hospitality is our focus, we occasionally review customer experience surveys from non-hospitality businesses as a point of comparison — because the contrast is often just as illuminating.

    28 min

  2. FEB 16

    Surveys, Reviews & The Missing Middle: What Hotel Guests Told Us

    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 surveys are important — but only 24% frequently complete them •The persistent “ones and fives” polarity problem •Why the “missing middle” rarely speaks up •The friction behind low review participation •Whether post-stay emails should match your hotel’s brand positioning •What this means for response rates, reputation accuracy, and revenue If most travelers rely on online reviews — but those reviews reflect only a tiny fraction of guests — are hotels being judged by a representative sample? Watch to understand what’s changed, what hasn’t, and what hoteliers should be doing about it. 👉 Subscribe for more hospitality insights 👉 Visit guestinsight.com to learn more

    34 min

  3. 11/12/2025

    Fantastic Hotel Stay. How about the follow-up?

    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 of a 10-point scale without a midpoint, and a question about “experiencing the destination” that might leave even seasoned travelers scratching their heads. It’s a great example of how thoughtful design and confusing corporate templates can coexist — and why even a polished guest survey can still send mixed signals about what kind of feedback a hotel or brand really wants.   Music licensed via Epidemic Sound: https://www.epidemicsound.com/ #GuestFeedback #SurveyDesign #HospitalityMarketing #CustomerExperience #HotelSurveys #OnlineReviews #CXStrategy #HospitalityInsights #FeedbackMatters #ReviewManagement

    28 min

  4. 10/10/2025

    What's up Doc?

    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, things start to break down. The process is long, redundant, and oddly impersonal — from the clunky date-of-birth validation to a request for the respondent’s name at the end. The wording throughout feels clinical rather than patient-friendly, and the survey’s 5-point scale (ranging from “very poor” to “very good”) is surprisingly unbalanced. And then there’s the kicker: the “likelihood to recommend” question — a version of the Net Promoter Score — shoehorned into the middle of a medical visit survey, using labels that don’t even fit the question. It’s an eye-opening example of how even well-intentioned feedback efforts can fall short when execution doesn’t match purpose — and when the survey experience itself starts to undermine the credibility of the data being collected. Want to know what we think about your feedback loop? Book a free discovery call to find out! 👉 https://www.guestinsight.com/book-a-free-discovery-session    Music licensed via Epidemic Sound: https://www.epidemicsound.com/ #PatientExperience #FeedbackMatters #SurveyDesign #CustomerExperience #HealthcareFeedback #PatientSatisfaction #CXStrategy #OnlineSurveys #NetPromoterScore #GuestInsight

    27 min

  5. 05/18/2025

    Looks Good, But What's The Purpose of This Survey?

    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 into a reservation platform, and everything about the structure points toward boosting public ratings, not improving guest experience. But here’s the twist: it’s not even doing that well. Despite all the nudging, the restaurant has barely any reviews on the page they push guests toward. It’s a revealing look at what happens when the purpose of a survey is misaligned — and when execution doesn’t support the outcome you’re aiming for. ➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖ Want to know what we think about your feedback loop? Book a free discovery call to find out! 👉 https://www.guestinsight.com/book-a-free-discovery-session ➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖ Music licensed via Epidemic Sound: https://www.epidemicsound.com/ #GuestFeedback #SurveyDesign #HospitalityMarketing #CustomerExperience #RestaurantReviews #OnlineReviews #CXStrategy #HospitalityInsights #YelpReviews #FeedbackMatters

    25 min

  6. 04/16/2025

    It’s the Most Asked Survey Question — But Does It Make Any Sense?

    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 into why this question often fails to deliver useful insight, especially in hospitality. From scale confusion to vague context, we make the case that it’s time to rethink how we measure guest loyalty. This is just the beginning — in an upcoming episode, we’ll break down how NPS is actually calculated (and why that might be an even bigger problem). 🎧 Subscribe for more honest, practical insights about surveys, feedback, and the guest experience.  #NetPromoterScore #GuestFeedback #SurveyDesign #HospitalityInsights #CustomerExperience #FeedbackMatters #CX

    8 min

  7. 03/30/2025

    Don’t Let a Bad Survey Be the Last Thing Your Guests Remember

    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 final touchpoint of the guest journey—the post-stay survey—should never feel like an afterthought. Key Takeaways Even top-tier hospitality brands can send poorly constructed surveys. The guest survey is part of the guest experience—and it should feel that way. Overly long, poorly constructed and edited surveys frustrate respondents. A great guest experience deserves a strong finish. The final impression you leave can shape how guests remember their stay. Hotels of all sizes should treat feedback design with the same care as service delivery. A better survey design leads to better data—and better guest satisfaction. ➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖ Want to know what we think about your feedback loop? Book a free discovery call to find out! 👉  https://www.guestinsight.com/book-a-free-discovery-session  ➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖ Music licensed via Epidemic Sound: https://www.epidemicsound.com/  #guestexperience #hospitalityindustry #hotelmanagement #guestsatisfaction #surveys #guestfeedback #cx #feedbackloop #feedback #customerfeedback #reviews #businessimprovement #customerexperience #OnlineReviews

    42 min

  8. 02/20/2025

    We're Confused - A Tangled Feedback Loop?

    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 parts of the customer journey. Key Takeaways •The review process can often be confusing for customers. •Surveys and reviews serve different purposes and should be clearly distinguished. •Customers may not always receive the feedback requests they expect. •Businesses should prioritize collecting quality feedback to optimize customer experience. •Clear communication is essential in the feedback loop. •Feedback mechanisms should be user-friendly and accessible. •Improving feedback processes can lead to better business outcomes. ➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖ Want to know what we think about your feedback loop? Book a free discovery call to find out! 👉 https://bit.ly/4gPtkUv ➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖➖ #customerfeedback #cx #reviews #surveys #feedbackloop #feedback #businessimprovement #customerexperience

    26 min
See All (35)

About

Welcome to Feedback Matters, the podcast dedicated to the art and science of listening to your guests/customers. Join us as we break down: Consumer Behavior: Exploring the intersection of loyalty, guest/customer experience, and the power of online reviews. Survey Design: Best practices for gathering high-quality, actionable data. Data Analytics: Modern strategies to turn feedback into meaningful insights. Master the art of listening to your guests/customers—one episode at a time.

Information

  • Creator
    GuestInsight/Database Sciences
  • Years Active
    2021 - 2026
  • Episodes
    35
  • Rating
    Clean
  • Copyright
    © Copyright 2018-2026 All rights reserved.
  • Show Website
    Feedback Matters