• de
  • en
  • nl
  • pl

Digital On-site Feedback in Hotels

Guest ratings at the moment of truth — fast, simple and authentic.

How SayWay can be used in hotels.

Use on-site feedback in the following scenarios

SayWay at reception

Say­Way feed­back sys­tems are often posi­tioned by the recep­tion and inte­grat­ed into a feed­back process. After check­ing out, guests are invit­ed to give their feed­back on a tablet. This is gen­er­al­ly done using a dri­ver analy­sis in order to expose the dri­vers of the dis­sat­is­fac­tion quick­ly and eas­i­ly, with­out caus­ing any unnec­es­sary both­er to the sat­is­fied peo­ple.

Meeting + Events Feedback

The M&E depart­ment is the blind spot in most hotel feed­back con­cepts. Fre­quent­ly no one real­ly knows how sat­is­fied the event guests were with the ser­vices of the hotel itself (cater­ing, room technology.air-conditioning etc.). One or two mobile Say­Way floor stands can offer con­tin­u­al and long-term infor­ma­tion in an area that is becom­ing one of the great­est sources of rev­enues for hotels. Com­plaints can be sent direct­ly to your sales or ser­vice employ­ees via an auto­mat­ic alert, so that you can react quick­ly, solve prob­lems and increase the loy­al­ty of your reg­u­lar guests in the ban­quet­ing depart­ment.

Restaurant feedback

Food is a cul­tur­al fac­tor that has a great impact on over­all sat­is­fac­tion in hotels. Non-res­i­dent guests are an impor­tant source of addi­tion­al rev­enue. SayWay’s floor stand sys­tems posi­tioned by the exits of hotel restau­rants, or our inno­v­a­tive bill wal­lets with inte­grat­ed tablets which are giv­en to cus­tomers when they pay, can gath­er valu­able data about the cus­tomer expe­ri­ence con­tin­u­ous­ly and sys­tem­at­i­cal­ly which can then be used to your advan­tage in dai­ly busi­ness.

Spa feedback

Say­Way is becom­ing increas­ing­ly pop­u­lar in the sauna and pool area. Clean­li­ness, spa facil­i­ties and equip­ment and fur­nish­ings are impor­tant per­for­mance para­me­ters that have to be mon­i­tored and improved con­tin­u­al­ly. Online real-time report­ing and alert e-mails enable you to respond to griev­ances direct­ly.

Employee feedback

Ques­tion­naires on Say­Way sys­tems can be swapped man­u­al­ly on any sys­tem or by remote con­trol all over the world from the head­quar­ters in Cologne. We rec­om­mend that our cus­tomers use the sys­tem for employ­ee sur­veys in the back office at least four times a year. Good staff in the hotel trade is scarce and is also the biggest cost fac­tor in the bud­get. That’s why it’s a good idea to work close­ly with your employ­ees in order to keep fluc­tu­a­tion to a min­i­mum.


The feedback process

If a feed­back project is to be suc­cess­ful and sus­tain­able, the feed­back process must be defined and imple­ment­ed very pre­cise­ly. Clear project respon­si­bil­i­ties, appro­pri­ate ques­tion­naires and a pre­cise choice of loca­tion for the sys­tem are just some of the com­po­nents involved in defin­ing an on-site feed­back process. In restau­rants, a com­bi­na­tion of a fixed feed­back ter­mi­nal at the exit and a mobile tablet for guests with the bill has proven suc­cess­ful.


Closed loop

The closed loop con­cept gives our cus­tomers guide­lines as to how they can work active­ly with the feed­back data col­lect­ed and com­mu­ni­cate the results back to the tar­get group. In this way feed­back, opti­mi­sa­tion and infor­ma­tion run in a cycle, a closed loop. Our project man­age­ment team will be hap­py to help you with the closed loop process.

Tablet-based on-site feedback in restaurants

Exploit this digital channel to your customers.

Mea­sur­ing sat­is­fac­tion dig­i­tal­ly is far more advanced in the hotel trade busi­ness than in any oth­er sec­tor. The num­ber of com­plet­ed ques­tion­naires in tra­di­tion­al e-mail sur­veys has dropped dras­ti­cal­ly over the last few years due to a decline in the will­ing­ness of guests. In addi­tion, the feed­back often lacks detail because the sur­veys are usu­al­ly com­plet­ed a few days lat­er.


If giv­en a friend­ly invi­ta­tion by the staff at recep­tion, most guests par­tic­i­pate in the Say­Way sur­veys. The results are usu­al­ly quite detailed and accu­rate as the expe­ri­ence is still fresh in the guest’s mind. The impres­sions, or rather the expe­ri­ence of the guest at the “moment of truth” are cap­tured. This is why a lot of hotels are opt­ing for Say­Way, the dig­i­tal com­mu­ni­ca­tion chan­nel with their guests.


Say­Way helps indi­vid­ual hotels and chains to set up this dig­i­tal chan­nel quick­ly and eas­i­ly with­out inter­fer­ing with the exist­ing IT infra­struc­ture. When installing Say­Way, we use a tool­box that we have devel­oped and con­tin­u­al­ly enhanced joint­ly with cus­tomers over the past few years.

Measure the pulse of guest satisfaction

With our feed­back sys­tem that is quick and easy to set up, you can mea­sure the pulse of guest sat­is­fac­tion right down to the micro-lev­el of the indi­vid­ual restau­rant (kitchen/service/event). At the macro-lev­el, i.e. the head­quar­ters or man­age­ment, branch­es can be mon­i­tored and opti­mised eas­i­ly.


SayWay as a marketing instrument

Pri­mar­i­ly Say­Way “only” col­lects rat­ings. But the sys­tem can do much more than that. Hav­ing a feed­back chan­nel that is con­tin­u­ous­ly open sends out a sig­nal to the tar­get group, even if the sys­tem isn’t used. If guests give feed­back as they are leav­ing the restau­rant, it’s a kind of emo­tion­al check-out. The sys­tems can also be used as an infor­ma­tion board. A visu­al can be shown on the last page of a sur­vey, for exam­ple, to remind cus­tomers of a spe­cial offer.


SayWay as a “digital collecting basin”

There is a great risk in the cater­ing trade, in par­tic­u­lar, that dis­sat­is­fied guests may air their frus­tra­tion on dig­i­tal plat­forms that are beyond your con­trol. If you use Say­Way, this dis­sat­is­fac­tion can be record­ed in a shel­tered envi­ron­ment. Ide­al­ly, you can even respond to it quick­ly and con­struc­tive­ly if the per­son con­cerned has request­ed a response.

Feedback questionnaires

Special features relevant to the hotel sector

The hotel driver analysis

Basi­cal­ly, any con­ceiv­able type of ques­tion­naire can be imple­ment­ed using the Say­Way feed­back soft­ware. In hotels, SayWay’s dri­ver analy­sis, has estab­lished itself as the stan­dard. In this case, only dis­sat­is­fied guests are for­ward­ed to a sec­ond page where they are asked about the caus­es of their dis­sat­is­fac­tion. The sat­is­fied guests are only giv­en one addi­tion­al open ques­tion where they can express their praise and sug­ges­tions. In this way, hap­py guests are not both­ered unnec­es­sar­i­ly and dis­sat­is­fied peo­ple can air their griev­ances.

The net promoter score (NPS)

More and more hotels have adopt­ed the NPS sys­tem for on-site feed­back. This is a stan­dard­ised sur­vey con­cept devel­oped in the USA that mea­sures the like­li­hood of a cus­tomer rec­om­mend­ing the com­pa­ny, prod­uct or ser­vice to some­one else and also indi­rect­ly mea­sures loy­al­ty and cus­tomer sat­is­fac­tion. There are a lot of stud­ies that prove that the NPS cor­re­lates with busi­ness suc­cess. It is impor­tant that the NPS is mea­sured reg­u­lar­ly in order to depict changes reli­ably.

Individual reporting

Keep your finger on the pulse of your guests, centrally and locally

Every sin­gle hotel and chain needs dif­fer­ent infor­ma­tion. The Say­Way report­ing tool takes these indi­vid­ual require­ments into account through cus­tomised solu­tions for each com­pa­ny. Dif­fer­ent loca­tion struc­tures require spe­cial dash­boards.

The roles and rights sys­tems must be devel­oped dif­fer­ent­ly depend­ing on the hier­ar­chi­cal lev­els. The design of auto­mat­ed PDF reports must be clear­ly aligned with the indi­vid­ual frame­work con­di­tions. The Say­Way hos­pi­tal­i­ty team will be pleased to help you to design your own indi­vid­ual online report­ing tool.