Let’s build a real survey: feedback from guests after a stay at a small hotel on Grenada’s south coast. The same process works for a restaurant, a school, an event or a market research study.
Step 1: define one goal
Decide what you want to learn. Here: “What would make guests more likely to return and recommend us?” Every question should serve that goal. If it doesn’t, cut it.
Step 2: create the survey
In Mailpro, open the survey section and create a new survey. Start blank or from a satisfaction template.
Step 3: write the questions
- How would you rate your overall stay? (1–5 stars)
- What was the main reason for your trip? (Beach holiday, diving or sailing, Spicemas, wedding or honeymoon, visiting the university, business, other)
- How likely are you to recommend us to a friend? (0–10)
- What did you enjoy most? (short text)
- What one thing could we improve? (short text)
- Would you like to hear about offers for your next visit? (Yes/No)
Six questions take about two minutes. Keep open-text questions to a minimum.
Step 4: add branching
If a guest rates the stay 1 or 2 stars, show an extra question asking what went wrong and whether the manager may contact them. Happy guests skip it.
Step 5: brand and preview
Add your logo, colours and a photo of the property. Preview on a phone, since most guests will answer on mobile, sometimes from the airport on the way home.
Step 6: send at the right moment
Send the survey the day after checkout, when the memory is fresh. Include it in an automated thank-you email, or send a short SMS with the link. You can also share it on your website or with a QR code at reception.
Step 7: read and act on results
Survey statistics update as answers arrive. Look for patterns: are guests who came for diving happier than those who came for the beach? Do complaints cluster around one issue, such as transfers or Wi-Fi?
Step 8: follow up
Thank every respondent. Invite high scorers to leave a public review. Contact low scorers personally. Use the “offers” answer from question 6 as clear consent for future marketing.
Other surveys to try
- A market research survey before launching a new product.
- A job satisfaction survey for staff before the high season.
Common survey mistakes
- Leading questions, such as “How much did you enjoy our excellent service?” Ask neutrally instead.
- Two questions in one, such as “Was the room clean and comfortable?” Split them.
- Too many open questions, which tire respondents on a phone.
- No follow-up, which tells respondents their time was wasted.
Surveys for other sectors
A restaurant can ask about food, service and value after a reservation. A school can survey parents at the end of each term. An agricultural co-operative can ask members about prices, inputs and training needs. A non-profit can check how well its services reached people after a storm. Keep each one short and focused on decisions you can actually make.
Survey answers are stored in Switzerland on private infrastructure, outside US jurisdiction. Grenada’s Data Protection Act, 2023 is not yet in force, but tell respondents how you will use their answers all the same. For more ideas, see online surveys in Grenada.