Included Below

About Data & Decisions for b4feedback Implementation

All of the following decisions or information is needed to build and launch your new b4feedback opinion survey.

If you have questions about any of these items, please get in touch with your b4checkin Account Manager.

Survey Content

Pre-Existing Survey

If you have any existing guest feedback survey, either on paper, or in a different system, decide if you wish to base your new survey directly upon it, or if you wish to revise that existing survey to create improvements.

Please forward your finalized survey to your b4checkin Account Manager.

Based upon best practices, we may have recommendations on question verbiage or format, to ensure you get the most value from the reports available in b4feedback.

Survey Content from Scratch

If you not have an existing survey, we can draft recommended questions for you to approve; you just need to let us know what specific aspects of your operation and your guest experience you would like your survey to probe.

We are able to prepare a draft for your review based upon the services described on your website.

Please let your Account Manager know what approach you wish to take to create your survey content.

From Address

Please specify a valid & monitored email address from which survey invitations are to be sent.

This address will be visible on the invitation, and if the recipient hits reply in order to provide feedback, the reply - rather than going into the survey system, will go to this address.

It is best to create a dedicated address for surveys such as feedback@ or howdwedo@ or myexperience@ or service@ or something similar.

Do not use a personal address that will have a holiday out-of-office auto-responder attached to it during vacations.

Invitation Signature

Please specify the full name and title of the individual whose signature is to appear on emailed invitations and auto-responses.

An example of our standard signature format on survey-related correspondence:

Susan Smith | Front Office Manager | Hotel Name

Email Address for Outgoing Response Back-Up

Which email address(es) are to receive a back-up or monitoring copy of all responses to surveys that your team generates through the system?

This can be individual managers who wish to be copied on all outgoing responses, one central mailbox, or both.

For example: backup@yourpropertydomain.com or correspondence@propertydomain.com – plus other individual managers.

Participation Incentive

If you wish to incentivize participation with a contest entry or other incentive, please provide all details of your offer, including, where applicable, contest name, description, rules & regulations.

A sample contest for a simple monthly draw can be viewed on page 4 of our sample survey at

http://book.b4checkin.com/feedback/survey_anon.aspx?hid=2&sid=10

Privacy Policy

Do you have an online privacy policy your survey should link to?

Such policy statements normally describe how you will use the personal data you collect from your guests.

If you have one, please provide the link.

External Feedback Encouragement

Do you want the final page of your survey to encourage guests to post additional comments on TripAdvisor, on Facebook, or on any other review sites?

It is best to select only the one review site you consider to be most important, but you may list more than one if desired.

Please provide the URL to the pages you wish to list.

We embed the links behind the site’s logo(s) on the final page of your survey, with a message similar to:

“If you would also like to post a short public review about us, you can do so on our TripAdvisor [or other chosen platform] page. We very much appreciate your time.”

You can see a sample TripAdvisor display by submitting an all-positive sample survey in our test survey at

http://book.b4checkin.com/feedback/survey_anon.aspx?hid=2&sid=10

Outgoing Standard Responses or Text Blocks

If you plan to use b4feedback to send out responses to those guests who complete a survey, you can create templates for up to six pre-defined text blocks, which can be further edited before sending.

Each template can be a full response or just a standard paragraph - or a set of paragraphs - that can be deposited into the response with a single click.

This is handy for paragraphs you use frequently.

Users can also further edit any inserted template before actually sending.

Content is unlimited, but examples include:

all positive
all positive with mention of star employee
negative room feedback
negative service feedback
negative food and/or beverage outlet feedback
will not return

If you plan to use the system to send responses, please provide up to six templates for each of your most common scenarios.

Invitation Email Content

Email Subject Line = How was your visit to [property name]?

Dear [first-name] [last-name],

Please accept my personal thanks for checking into [property name] on [arrival-date]. I would very much appreciate learning more about your stay.

I hope you will accept this invitation to complete our online feedback survey. If you cannot access our survey using the link above, please copy and paste the following link into your browser:

[survey-link]

Your business is important to me. I appreciate your time and hope to have the opportunity to welcome you back during future visits.

Sincerely,
[manager name] | [title] | [property name]

Please approve for use, or provide revisions.

Outgoing Response Starter Template

This text that appears as the initial default text when you call up a Composition screen in order to respond to a submitted survey through the system.

Email Subject Line = Thanks, from [property name]

Dear [first-name] [last-name],

Thank you for taking the time to let me know about your stay with us. Your feedback helps me to know where we can improve and is very gratifying when the report is good.

*** insert specifics, and personalize here ***

I hope we can look forward to welcoming you again next time you travel to our city.

Yours sincerely,
[manager name] | [title] | [property name]

Please approve for use, or provide revisions.

Welcome Page Avatar

Please provide a head shot for the survey welcome page, in .jpg format, along with name and title. This is normally the same person whose signature appears on the invitation.

You can see a sample of how this headshot is displayed at

http://book.b4checkin.com/feedback/survey_anon.aspx?hid=2&sid=10

Welcome Page Text

This text that appears on the first page the guest sees when clicking into the survey. This text accompanies the manager's avatar photo on the Welcome page.

Your feedback helps us to improve.

I appreciate you spending a few minutes of your valuable time to let me know what you like about [property name] and where you notice there is room for improvement.

Your observations and opinions while staying with us are important to me and I thank you for giving me the opportunity to find out how your experience with us made you feel.

Thank you for your participation.

[manager name], [title]

Please approve for use, or provide revisions.

Survey Webpage Header

[property name] | Tell Us How We Did

add screenshot

Please approve for use, or provide revisions.

Survey Page Footer Text

Reservations [toll-free number] ◾ Tel [direct number] ◾ Email [reservations or general email]

add screenshot

Please approve for use, or provide revisions.

Thank You Page Text

Thank you, [first-name] [last-name], for taking the time to complete our survey.

What would you like to do next?

◾ Visit our Website
◾ Make a Reservation

[if activated]

If you would also like to do us the favor of posting a short public review, you may do so on our [external site such as TripAdvisor] page. They feature a very short single-page survey that takes only a few moments to complete.

We do very much appreciate your time.

Please approve for use, or provide revisions.

Optional Auto-Responder Email Text

Email Subject Line = Thanks for Telling [property name] About Your Stay

Dear [first-name] [last-name],

Thank you for giving us your feedback. You can view the survey you submitted here. If you cannot access your survey using this link, please copy and paste the following link into your browser:

[survey-link]

I appreciate your time and hope to have the opportunity to welcome you back during future visits.

Sincerely,
[manager name] | [title] | [property name]

Please approve for use, provide revisions, or advise not to be sent.

Return Guest Delay

Should you have very regular return guests, this setting specifies how many days must pass before another invitation is sent.

30 days is normally recommended.

A setting of 30 would cause a very regular guest who perhaps stays every week to receive a second invitation only following a stay that ends more than 30 days after the last invitation was sent. This to ensure you are not pestering your regular guests too frequently with survey invitations.

Please approve 30 days for use, or provide revision.

Enable Photo Uploads

Do you want to enable guests to upload photos to accompany their submitted survey?

Advise yes or no.

Survey Recipients

Who is to receive emailed copies of newly submitted surveys?

For each individual you list, please include full name, title and email address, and specify one of the following filters, to indicate which surveys each individual is to receive:

a) all surveys

b) only surveys that contain typed comments, not just check-boxes

c) only surveys that contain typed comments, as well as those that contain any “no” responses to satisfaction questions

No additional filters currently exist.

Submit your list of recipients, with full name, title, email address.

b4feedback Admin Users

Who needs to be able to log into the Admin Site for b4feedback, in order to view the dashboard and to run reports and/or respond to surveys?

For each, please supply full name, title and email address.

Submit your list of recipients, with full name, title, email address.