About GuestInsight
More than twenty years of hospitality feedback expertise built on consumer research, guest psychology, operational insight, and reputation strategy.
What Is GuestInsight
GuestInsight is a hospitality feedback platform and strategy company focused on helping hospitality organizations improve the way they collect, understand, and leverage guest feedback.
We believe guest surveys are more than operational reporting tools. The feedback experience itself often is the final touchpoint of the guest journey, shaping participation, guest candor, online reputation outcomes, and the lasting impression guests leave with after their stay or visit.
Unlike generic survey tools bundled with PMS or email marketing platforms, GuestInsight was built specifically around the nuances of hospitality feedback and guest behavior.
Our platform helps hospitality organizations:
•collect higher-quality guest feedback
•uncover operational patterns and service gaps
•strengthen online reputation outcomes
•improve review generation and testimonial leverage
•optimize the overall guest feedback experience
But our work increasingly extends beyond software alone.
Through our Feedback Matters podcast, “So You Want My Feedback?” series, research initiatives, and hospitality feedback strategy work, we continuously analyze how survey design, invitation strategy, mobile usability, question sequencing, and review follow-through influence both feedback quality and guest perception.
That perspective shapes not only our consulting and advisory work, but the evolution of the GuestInsight platform itself.
Who Is GuestInsight
GuestInsight is a service of Database Sciences, a pioneering online quantitative research firm founded in 1999.
Long before customer feedback became a dashboard metric, we were helping clients across hospitality, financial services, and consumer goods make smarter decisions through structured insight.
We were among the earliest firms to bring quantitative consumer market research online. As our work evolved, we recognized that hospitality organizations faced a unique challenge:
They didn’t simply need more data.
They needed hospitality-specific feedback expertise that understood guest psychology, operational nuance, online reputation, and the evolving dynamics of post-visit feedback behavior.
GuestInsight was born from that realization, combining the rigor of consumer research with the realities of modern hospitality operations, reputation management, and guest experience strategy.
Today, GuestInsight supports hospitality organizations through both technology and strategic guidance designed to help operators better understand their guests, strengthen reputation outcomes, and continually refine the final touchpoint of the guest experience.
Insights from our Founder: Past, Present & Future
In this wide-ranging conversation on the Gain Momentum Podcast, GuestInsight founder Jeff Robbins reflects on more than 25 years of innovation in hospitality tech, guest feedback, and market research.
Jeff shares not only the story behind GuestInsight and its evolution from Database Sciences, but also practical insights on:
Navigating industry shifts and tech pivots
Building a feedback culture that actually improves operations
Using AI to make guest communication more relevant and effective
The balance between automation and human connection in service delivery
Why smart feedback strategy outperforms generic surveys every time
Watch the interview to hear Jeff’s take on how technology, feedback, and thoughtful strategy come together to shape better guest experiences—the kind of insight and expertise our clients rely on to stay ahead in the hospitality landscape.
Some of the world’s most respected properties, companies, and institutions have trusted us to survey their guests & customers...
How We Do It
Core principles that guide our services:
Technology is a fantastic research enabler; it has allowed us to gather and analyze the opinions of millions of people in the 20+ years we've been doing this- a feat that would have been impossible without a small army just a few years before we opened our doors. That said, we believe that while technology drives our services, it is our people that drive our business. From your first inquiry, you will be in touch with one of our professionals, not a call center - to guide you through sign-up, get GuestInsight working for you, and be available by email or phone whenever you have questions.
The importance of feedback to businesses is paramount in today's review fueled purchase economy. As such, its importance to both you and your guests must be prioritized and not bundled with sales and marketing messages. By only combining the "ask" for feedback with a thank you for their business, our clients are aligned with our belief that this demonstrates to guests how important their perspective is.Keeping the feedback request "pure" shows respect and is a great way to wrap up the guest experience you deliver.
Do you have time to answer a 15 minute survey?
Neither do your guests.
Ben Franklin's aphorism applies both to you and your guests. In 2026, we have a shorter window of opportunity than ever before to get and keep the attention of your guests to provide feedback. Let us help you use it wisely.It's all about our experience and the features we've built into our services to maximize that opportunity, as well as make it just as easy and efficient for you to digest and act on guest feedback.
Our guest satisfaction surveys and reporting analytics are built on 30+ years of consumer research experience. Tap into the key drivers of guest loyalty by knowing the score; the Fan Value Score, that is.
Learn more about this key metric that's been helping our clients understand which, and how many, of their guests are likely to positively influence future business.
Our cloud analytics tools are intelligently designed to get you to actionable information quickly; understand what's working great on-property and what may need a little attention. All of your survey data is distilled into trackable metrics that have been guiding our client base for 20+ years.
In today’s review-fueled economy, word-of-mouth is your most valuable currency. We don’t just collect opinions; we provide the platform to turn private satisfaction into public influence, leveraging your happiest guests to drive your next booking.
Read, listen, and/or watch more about how we approach collecting and managing feedback.
Read
Listen
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