The GuestInsight Survey Models
Proven Structure. Actionable Feedback. Built for Hospitality.
At the heart of the GuestInsight platform are two powerful, hospitality-focused survey frameworks: the Hotelier and Restaurateur models.
Both are built on the same research-backed approach, refined over decades and used by hundreds of properties. While each model is tailored for a specific context, they share the same foundational structure, question flow, response scale, and analytical rigor.
Whether you're running a 5-room inn, a full-service resort, a neighborhood café, or a high-volume restaurant, our survey models are designed to make feedback collection intuitive, structured, operationally useful—and cost-effective to implement and scale.
How It Works
The Building Blocks of Every GuestInsight Survey
All GuestInsight surveys follow a structured flow, from initial impressions to loyalty measurement, capturing every major touchpoint in the guest journey.
Each component is standardized in format and scale, but customizable in content, so the survey reflects your operation while ensuring consistent, comparable data.
Guest Loyalty: Fan Value Score (FVS)
We start with our proprietary Fan Value Score (FVS); a smarter, more predictive way to measure guest loyalty than legacy satisfaction metrics like NPS.
FVS is based on three key loyalty behaviors:
•Willingness to Recommend
•Likelihood to Return
•Expectation Fulfillment
These indicators are distilled into a single loyalty score using a proprietary algorithm, developed through over a decade of hospitality data analysis. Every guest is then segmented into one of five categories, from Brand Advocates (+2) to Detractors (–2), giving you clear insight into guest loyalty and business potential.
Why it matters:
FVS isn’t just a feel-good metric; it’s a strategic tool that guides operations, recovery, marketing, and growth.
Operational Attribute Ratings
Guests evaluate the key service elements of their experience using a simple 5-point agreement scale.
In the Hotelier model, this typically includes areas such as:
•Front desk and check-in
•Valet or bell service
•Concierge or other guest services
In the Restaurateur model, attributes like host interaction, server attentiveness, and overall service flow are commonly included.
Consistent format, tailored to your team and service delivery.
Guest Room Experience
Every Hotelier model survey includes a section devoted to the in-room guest experience, with structured attribute ratings that are easy for guests to complete and actionable for your team. Attributes typically include:
•Cleanliness
•Comfort
•Furnishings and lighting
•Temperature and noise control
•Bathroom quality and amenities
•Housekeeping performance
•In-room technology and connectivity
The specific attributes are tailored to your property type, from essential expectations at limited-service hotels to standout features at upscale or boutique properties.
On-Site Facility Evaluation
If your property includes shared-use spaces (like fitness centers, spas, pools, beaches, gift shops, or business centers), this section helps capture guest impressions of those areas. Guests rate attributes such as:
•Cleanliness and upkeep
•Equipment or amenity availability
•Accessibility and design
Each facility block can be included or excluded depending on your offerings, ensuring the survey stays relevant without unnecessary length.
Food & Beverage Evaluation
Whether you're gathering feedback on a hotel restaurant, lobby café, or operate as a standalone F&B business, this section captures the full F&B experience in a structured, customizable way.
In Hotelier surveys, each outlet can be evaluated separately based on outlet-specific criteria such as menu variety and quality, staff service, ambiance, and value.
In Restaurateur surveys, this is the core of the survey—designed to evaluate both food and service with as much detail as needed.
Each outlet’s evaluation is tailored to its concept while maintaining consistency in format and scale for clear reporting and comparison.
Open-Ended Comments
Every GuestInsight survey concludes with a set of open-ended prompts that invite guests to share feedback in their own words, helping you capture insights structured questions might miss.
In the Hotelier model, guests are typically prompted to comment on:
•Their guest room experience
•Any staff members who stood out
•General comments about their stay
In the Restaurateur model, guests are prompted to share:
•Feedback on staff interaction and service
•General impressions of their dining experience
These narrative responses offer valuable context, revealing emotional drivers, specific praise or complaints, and operational gaps that structured data alone can't fully capture.
Why These Models Work
Familiar for Guests
Optimized for mobile, fast to complete, easy to understandStructured for Insight
Standardized scales and logic deliver clean dataCustomizable by Content
Reflects your service, space, and brandBenchmark-Ready
Compare across teams, outlets, or locations with confidence
Customization Without Complexity
Both models share a powerful core structure, but flex to your unique guest experience. We customize:
Which service areas and attributes are evaluated
Which in-room or facility-level features matter most
How F&B outlets are described and assessed
Which open-ended prompts appear and how they reflect your tone & brand
And because every survey follows the same core structure and scale, you get data that’s clean, comparable, and actionable—whether you operate a boutique property, a large resort, or a portfolio of restaurants.
Built-In Value
Using our proven frameworks delivers more than insight, it saves you time, money, and guesswork.
Our models allow us to launch tailored, professional-grade surveys quickly and cost-effectively, without the delays or costs of starting from scratch. You get:
A professionally designed guest survey experience
Best-practice question flow and analytics baked in
Customization that fits your property, not a one-size-fits-all approach
Need a completely custom survey? We can do that too—just ask.
Trusted Across the Industry
The GuestInsight models power structured feedback programs for:
Boutique hotels and luxury resorts
Inns, lodges, and select-service properties
Standalone restaurants, cafés, and on-property dining
Hospitality groups and multi-location brands
Whether you’re launching guest feedback for the first time or streamlining a current process, our survey models are built to help you scale insight and deliver better experiences.
Let's go!
Join the hundreds of properties that have used the GuestInsight Hospitality Intelligence Platform to improve operational standards, boost online rankings, and drive more direct bookings. Start by seeing a live demo and/or a conversation with one of our Guest Experience Specialists.
