Feedback Matters

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Welcome to Feedback Matters by GuestInsight What’s this podcast all about? All things related to guest & customer experience feedback. Join us for discussions about feedback surveying in general- both from a historical perspective, as well as how it fits into today’s online review fueled purchase economy. We explore survey design best practices, as well as look at the always increasing number of ways to analyze the data that well designed surveys provide. And, we get into some more broad consumer behavior topics like customer and guest experience and loyalty, and, of course online reviews and their influence in consumer purchase decisions.

GuestInsight/Database Sciences


    • May 18, 2025 LATEST EPISODE
    • monthly NEW EPISODES
    • 17m AVG DURATION
    • 31 EPISODES


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    Latest episodes from Feedback Matters

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

    Play Episode Listen Later May 18, 2025 24:55


    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!

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

    Play Episode Listen Later Apr 16, 2025 7:47


    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.

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

    Play Episode Listen Later Mar 30, 2025 41:56


    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!

    We're Confused - A Tangled Feedback Loop?

    Play Episode Listen Later Feb 20, 2025 25:45


    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!

    Here's Five Stars for You—How About Us?

    Play Episode Listen Later Feb 3, 2025 45:50


    In this episode, we analyze the guest feedback requests from a non-traditional lodging experience—a short-term rental booked through a major platform. Jeff and Rich discuss the post-stay emails, the review prompts, the survey, and the differences between public reviews and private feedback channels. Are platforms prioritizing better guest experiences or simply looking to boost ratings? We break down how hospitality businesses—both traditional and short-term—can optimize their surveys to collect more meaningful insights while still staying focused on online reputation. Plus, we get into the legitimacy of "trading" mutual reviews, and the one simple change that could have made this guest feedback process much better. Unlock the Full Potential of Your Guest Feedback

    Will This Help You Get Better Reviews for Your Restaurant?

    Play Episode Listen Later Dec 12, 2024 27:36


    Unlock the Full Potential of Your Guest Feedback

    SYWMF Episode 9: Boutique Hotel Survey - Part 2: Why?

    Play Episode Listen Later Nov 20, 2024 17:01


    In this episode, we get into a discussion of different motivations for sending guest experience surveys. It's a follow-up episode to episode 8 ( https://www.podbean.com/eas/pb-ixx38-171cffa ), in which we were less than impressed by the guest survey sent by a great boutique hotel. That episode may be found here: https://youtu.be/pm3HD8gTFuU Our "So You Want My Feedback?" series reviews the feedback requests from hotels, restaurants, retailers, and other businesses through the eyes of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #hotelmanagement #hotelier #review #guestexperience feedbackmatters.org

    SYWMF Episode 8: Boutique Hotel Survey - Are they learning anything useful from this?

    Play Episode Listen Later Oct 26, 2024 16:21


    In this episode, we review the feedback "ask" from an independent boutique hotel. As the subtitle suggests, we found this survey to be disappointing. For a great property, their guest survey doesn't cover anything substantive or actionable. Our "So You Want My Feedback?" series reviews the feedback requests from hotels, restaurants, retailers, and other businesses through the eyes of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction.

    SYWMF - Episode 7: A Very Short, Simple Survey. What Could Go Wrong?

    Play Episode Listen Later Aug 20, 2024 3:54


    In this very short episode (less than 4 minutes), we take a look at a simple feedback request that follows through on an online transaction. Despite a really nice UX and a request that is respectful of the customer's time, we discover sloppy technique. This is the 6th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #review #guestexperience #surveys

    SYWMF- Episode 6: Great Dining Experience. Survey? Not so much.

    Play Episode Listen Later Jul 26, 2024 16:02


    In this episode, we review the feedback "ask" from a fine dining restaurant. This is the 6th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #review #guestexperience #surveys

    So You Want My Feedback - Episode 5: Worldwide Hotel Chain Guest Survey

    Play Episode Listen Later Mar 26, 2024 18:06


    In this episode, we review the feedback "ask" from a large multi-national hotel chain. This is the 5th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #review #guestexperience #surveys

    So You Want My Feedback - Episode 4: Fine Dining Restaurant Guest Survey

    Play Episode Listen Later Mar 9, 2024 12:05


    In this episode, we review the feedback "ask" from a "fine dining" restaurant. This is the 4th episode in our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction.   Watch the video version: https://youtu.be/JMo7khgRGPY #cx #survey #bestpractices #guestinsight #hospitality #review

    restaurants survey fine dining restaurant
    So You Want My Feedback - Episode 3: Resort Hotel Guest Survey

    Play Episode Listen Later Jan 19, 2024 20:46


    In this episode, we review the feedback "ask" from a large resort. This is the third episode of our So You Want My Feedback? series, in which we review the feedback requests from hotels, restaurants, retailers, and other businesses through the lens of a guest or customer. We believe that if you are involved in a business that asks for feedback from guests or customers, you should regularly give feedback to businesses that you undoubtedly get feedback requests from during the course of your day-to-day routine (both personal & business). Why? You'll discover elements of feedback loops that resonate with you, those that don't, and how you might think of your own feedback "asks" as more of an evolving process, rather than a "set it and forget it" practice. After all, that survey request you send out is often the last point of contact in the guest experience transaction. #cx #survey #bestpractices #guestinsight #hospitality #review

    So You Want My Feedback - Episode 2: City Hotel Guest Survey

    Play Episode Listen Later Jan 19, 2024 9:32


    In this episode, we review the feedback ask from a hotel in a city location. Spoiler alert- things start out great but then take a turn. This is the second episode of our So You Want My Feedback? series, in which we review the feedback requests from companies, hotels, restaurants, services through the lens of a guest or customer. We point out the good, the bad, and the ugly...names and places will, of course be hidden to protect the innocent (or guilty). #cx #survey #bestpractices #guestinsight #hospitality #review

    So You Want My Feedback - Episode 1: What are they asking me to do?

    Play Episode Listen Later Jan 19, 2024 5:12


    This is the first episode in our So You Want My Feedback? series, in which we review the feedback requests from companies, hotels, restaurants, services through the lens of a guest or customer. We show the good, the bad, and the ugly...names and places will, of course be hidden to protect the innocent (or guilty). In this episode, the feedback "ask" from a restaurant is a bit confusing... #cx #survey #bestpractices #guestinsight #hospitality #review

    So You Want My Feedback? - Series Trailer

    Play Episode Listen Later Jan 19, 2024 1:15


    In this series, we review the feedback requests from different kinds of businesses - from the perspective of a guest or customer of each business. Among the things we'll get into: Does the "ask" strike the right tone? Is the survey appropriate for the experience provided? Is the survey too long (or too short)? Blog Post That Started This: "Tell Me What I Want To Hear" https://www.guestinsight.com/feedback-matters-blog-posts/tell-me-what-i-want-to-hear-its-not-about-you-its-about-me   #cx #survey #bestpractices #guestinsight #hospitality #reviews

    Feedback Matters - Podcast Trailer

    Play Episode Listen Later Jan 26, 2023 1:52


    What's this podcast all about? All things related to guest & customer experience feedback. Join us for discussions about feedback surveying in general- both from an historical perspective, as well as how it fits into today's online review fueled purchase economy. We explore survey design best practices, as well as look at the always increasing number of ways to analyze the data that well designed surveys provide. And, we get into some more broad consumer behavior topics like customer and guest experience and loyalty, and, of course online reviews and their influence in consumer purchase decisions.

    Hockey and Customer/Guest Loyalty

    Play Episode Listen Later Jun 24, 2022 21:42


    The story of how the loyalty metric, Fan Value Score, was inspired by the Plus/Minus hockey rating.   guestinsight.com #cx #guestexperience #customerexperience #sportsanalytics #customerloyalty #brandloyalty     Our Guest/Customer Loyalty Series: Introduction - https://youtu.be/L6Zsbl_CrLM Part 2 - https://youtu.be/jrHb4UuLI9M Part 3 - https://youtu.be/LOLSfmEskN0

    Are you getting everything out of your guest experience survey?

    Play Episode Listen Later Apr 19, 2022 12:19


    What is your guest survey doing for you? How is it integrated into your organization's operations? We recently published a free checklist for hospitality operators to use as a guide to getting the most out of guest feedback. In this episode, we discuss how and why to use it. Whether you're looking to make changes to your current guest feedback solution or are happy with what you have in place, taking a look at the checklist (and watching/listening to this discussion) can add some context to the guest feedback process. #guestexperience #cx #feedback #bestpractices Get the checklist here: https://subscribepage.io/zi547G

    Firing Up The Way Back Machine: The more things change, the more they stay the same.

    Play Episode Listen Later Mar 22, 2022 24:03


    The world has changed quite a bit in the 17 years we've been collecting and analyzing guest experience feedback. In this episode, Rich and Jeff discuss some of the big changes we've seen in our industry over that timespan, as well as how, perhaps surprisingly, some things haven't really changed at all. #hospitality #guestexperience #surveys #surveydesign #cx #bestpractices #hotelbusiness #restaurantbusiness #feedback

    The sales guy weighs in on analytics and data visualization.

    Play Episode Listen Later Feb 28, 2022 16:13


    We recently released a new Guest Feedback Dashboard for our clients to visualize and digest their guest experience feedback data. In this episode Jeff and Rich discuss usability of dashboards and deeper data reporting within the context of stakeholders who use these tools. To view the dashboard yourself, start here: https://survey.guestinsight.com/survey/theinn

    What's New In '22 (so far)?

    Play Episode Listen Later Feb 15, 2022 17:47


    After a month hiatus from the podcast because we were immersed in software upgrades to our GuestInsight feedback platform, we're back at it.   In this episode (audio only), Jeff and Rich discuss some of the data out there relating to the recovery from the pandemic.

    Feedback Matters Holiday 2021- Year End Wrap Up

    Play Episode Listen Later Dec 29, 2021 28:07


    Cheers! Looking back on 2021; some interesting data about travel and hospitality, shopping trends, the PNC Christmas Index, and even a little baseball analytics. THINK WITH GOOGLE - The Year In Search https://www.thinkwithgoogle.com/consumer-insights/consumer-trends/redefining-normal-in-2021/ PNC CHRISTMAS PRICE INDEX https://www.pnc.com/en/about-pnc/topics/pnc-christmas-price-index.html LASTING DESIGN EFFECTS OF COVID https://www.nytimes.com/2021/11/23/magazine/covid-design-legacy.html?smid=li-share #feedback #holidays #trends #2021wrapup #holidayshopping #christmasindex

    Wait what? You got how many emails during Cyber Week?

    Play Episode Listen Later Dec 5, 2021 16:30


    In this episode we take a look at the number of marketing emails being sent around Black Friday and Cyber Monday, as well as discuss some email communication best practices. #feedback #emailmarketing #blackfriday #cybermonday #cyberweek #givingtuesday #smallbusinesssaturday #bestpractices #followthrough #transactionalemail  

    Feedback Matters - Thanksgiving Stats and Facts Trivia - Episode 2021-11-02

    Play Episode Listen Later Nov 25, 2021 25:01


    Learn some interesting stats and facts about Thanksgiving and some traditions. Jeff quizzes Rich on Turkey Day history, travel, retail, movies, parades, and football. #cx #feedback #thanksgiving #trivia

    One question?

    Play Episode Listen Later Nov 6, 2021 14:02


    If you could only ask your customers/guests 1 question, what would it be? #feedback #cx #guestexperience #customerexperience

    Disappointment

    Play Episode Listen Later Oct 15, 2021 16:31


    Customer/Guest Expectations and the word you don't want to read in your online reviews.   Blog post about Customer/Guest Expectations: https://www.databasesciences.com/blog/guest-expectation-tricky-business

    Promoting Terrible Coffee & Visiting Fictitious Hotels & Restaurants

    Play Episode Listen Later Sep 27, 2021 11:16


    A quick look at the lighter side of online reviews; bad coffee, Schrute Farms from The Office, and the best restaurant in London...that didn't exist.   Schrute Farms https://www.tripadvisor.com/Hotel_Rehttps://www.tripadvisor.com/Hotel_Review-g52842-d730099-Reviews-Schrute_Farms-Honesdale_Pocono_Mountains_Region_Pennsylvania.html   The Shed https://www.vice.cohttps://www.vice.com/en/article/434gqw/i-made-my-shed-the-top-rated-restaurant-on-tripadvisor SHOW LESS

    Online Reviews-Part 3: The Fault In The Stars

    Play Episode Listen Later Sep 8, 2021 16:02


    In this third episode about online reviews, we continue the discussion about the rating scales used by the big consumer review sites.

    Online Reviews - How Can Everything Be So Fantastic?

    Play Episode Listen Later Aug 26, 2021 24:05


    Continuing the discussion from the last episode (Feedback Matters Podcast 21-08-01), we dive into a deeper discussion about online reviews, including the positivity problem; because so many reviews skew to the positive, they don't accurately represent what's really going on with a business, product, or service.

    Feedback Matters- Online Reviews: Return To The Wild West

    Play Episode Listen Later Aug 19, 2021 12:35


    (audio only) -video may be found here: https://youtu.be/OEAE8yUNvP4 A recent Twitter post by New Jersey News Channel 12 about a business owner who fires back at people leaving him negative online reviews got us talking about how the it's still the wild west out there in the world of online reviews- a topic we first addressed 15 years ago (https://www.databasesciences.com/blog/fake-reviews-are-in-the-news-again).

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