In a tourism economy, reputation travels fast. A disappointed guest writes a review on a booking site; a happy one tells friends at home. A well-timed survey helps you hear both before the world does, and gives you specific, fixable feedback. Mailpro’s survey tool is built into the same account as your email and SMS.
Surveys that fit the Federation
- Post-stay satisfaction for hotels, villas and guesthouses on both islands, sent two or three days after check-out. Mailpro offers a ready-made customer satisfaction survey to start from.
- Excursion feedback for tour, dive and catamaran operators, sent the evening after the trip while it is fresh.
- Event feedback after a conference, a wedding or a festival activity during the Music Festival or Culturama.
- Local customer research for shops, restaurants and service firms testing a new product or opening hours.
- Student and staff surveys for schools, training providers and businesses serving the Ross University community.
- Member surveys for associations, credit unions and non-profits.
Ask better questions
Short surveys get more answers. Use branching logic so each respondent sees only relevant questions: a guest who didn’t use the spa skips the spa questions; a guest who rated the airport transfer poorly is asked what went wrong. Mix rating scales for quick answers with one open question for detail.
Send it where people will see it
Distribute your survey by email, by SMS to +1 869 and overseas numbers, as a link on your website, or with a QR code on the bill. The sharing options cover all of them. For overseas guests, time the invitation for a reasonable hour in their own time zone; the Federation’s Atlantic Standard Time can be four or five hours behind Europe.
See the results as they arrive
Answers appear in live survey statistics, with charts for each question. Use segmentation to act on them: invite promoters to leave a public review, and ask your manager to call unhappy guests before they write one.
When to send each survey
- Post-stay: two or three days after check-out, when guests are home but the memory is fresh.
- Excursions: the same evening, by SMS or email.
- Local customers: avoid Sugar Mas week and other public holidays, when response rates tend to be low.
- Staff: at the end of the high season, when there is time to act on the results before the next one.
Turn answers into action
A survey only pays off if something changes. Pick one recurring theme per season, fix it and tell guests you did. If several people mention confusion about getting to Nevis, add a clear section on the ferry and water taxis to your pre-arrival email. If locals say your opening hours don’t suit them during Sugar Mas, adjust them next year and announce it. Mailpro’s article on customer satisfaction surveys has more ideas for closing the loop.
Respect respondents’ data
Tell people why you are asking and how the answers will be used, and ask separately if you want to add them to a marketing list. That fits the notice and consent principles of the Data Protection Act, 2018. Survey answers are stored in Switzerland on Mailpro’s private infrastructure, outside US jurisdiction; Mailpro’s approach to GDPR compliance matters too when your respondents are European.
To build your first one, follow how to create an online survey in St Kitts and Nevis.