What is on the screen
The start
With no survey yet, the page opens on the start screen. Once you have one, New survey opens the same screen. At the top, Star offers to write the survey: What would you like to learn from your guests? Type a sentence the way you would tell a colleague — a short survey about breakfast, the room and check-in — choose the language I’ll write it in, and select Write my survey. Five ideas sit under the box to start from: After the stay, Food & drink, Check-in & check-out, Room & housekeeping, Spa & pool. Below Star’s box, two quieter cards:- Use our recommended survey — one overall question, one question per department, and one open question at the end. Opening the card shows your departments to tick (up to 10) and a length meter, then Use this survey.
- Start from scratch — a blank page with one question.
The list
Once you have surveys, the page is a table: Survey (name, how many questions, the language it was written in), Status, Languages, Last edited. Two pills switch between Current and Archived — an archived survey is never mixed into the working list. From six surveys on, a Find a survey box appears; the order is Last edited first or Name A–Z. Status is one of three words:
Languages says All N languages when every translation is in place. A language that is not ready is the one coloured thing on the row — Ready in x of N or Not translated yet.
The editor — Questions
A survey has three tabs under its name: Questions, Results, Sending. The ? beside the title opens How to read these numbers, the rules every survey figure follows — they are written out on the Results page.- Survey name — only your team sees it; guests see the questions, never the name.
- The length meter — how many questions, against the 8–12 we recommend. Beyond about 15, fewer guests finish.
- One line per question — its number, its type, its text, and quiet tags for what is set. Selecting a line opens its settings; one question is open at a time.
- Add a question — the last row of the list, wearing the number the next question would get. Choose how guests answer:
Inside an open question:
- Guests answer with — the type, changeable at any time.
- About which department — ties the question to one of your departments, so its answers reach that department on Results and on the alert.
- Require an answer — the guest cannot send without it.
- Overall rating — on a star question only. This question’s stars become the guest’s rating on your Guest Feedback list. A survey has exactly one, and it cannot be marked ready without one.
- Recommendation question — on a 0–10 question only. Mark the one question that asks whether guests would recommend you; its answers become your Recommendation Score on Feedback Analytics. A survey has at most one. An unmarked 0–10 question feeds no score.
- Ask for details at 3 stars or below (6 or below on a 0–10 question) — a guest who scores this low is asked one extra question; What we ask holds its wording.
- Offer “Did not use” — offered as soon as you give the question a department. A guest who never went to the spa says so instead of scoring it low; such answers never enter an average, a total, or an alert.
- Move up, Move down, Duplicate (a copy lands right below, ready to reword), Remove.
What you do here
1
Tell Star what you want to learn
One sentence, in the language you choose. She writes a first draft — the note above the questions says how many, and how many are about a department. Start over throws it away.
2
Read every question and change what you like
Nothing is saved until you select Save. Reword, retype, move, remove.
3
Make sure one star question carries the Overall rating
It is the one score every survey shares, and your reports are built on it. Without it the survey cannot be marked ready.
4
Give facility questions a department and Did not use
A department sends the answers to the right people. Did not use keeps a guest who never used the pool from scoring it.
5
Save, then read the phone in every language
Saving translates the survey into your hotel’s other languages. Switch the preview language and correct any wording that reads wrong.
Editing a survey after guests have answered it. The wording can change at any time. Results then says so beside the question — the answers were not all given to the same words — and the guest’s record keeps the question as that guest saw it.