Guest Experience Surveys

Diagnose and correct root causes of positive and negative experiences.

 

Research Purposes

Kinēsis offers a customable suite of data collection and analytical services to help our clients achieve many of the following research purposes:

 

Guest Satisfaction:

Measure guest satisfaction and loyalty, as well as identify key drivers of both. Additionally, identify specific service attributes which will yield the most ROI in terms of driving guest loyalty.
How satisfied are your guests?

 

 

Image/Awareness:

Determine the relative image, positioning and awareness of the company and its products/services.
How are you positioned?

 

 

 

Data Collection Methods

Kinēsis uses a variety of data collection methods, the selection of which depends on the specifics of the program. Among the most common data collection methods are:

 

POS Web Invites

POS Web Invites:

Guests are invited to participate in the survey by URLs or QR codes printed on the receipt.

 

Interactive voice response (IVR) surveys

IVR:

Interactive voice response (IVR) surveys invite guests randomly chosen at the point of sale to call a toll-free telephone number and respond to an automated survey. Guests indicate their responses by following preprogrammed prompts on the telephone.

 

In-person, In-Depth Interviews

Depth Interviews:

In this survey method, professional interviewers conduct detailed, face-to-face surveys. This survey is especially helpful whenever telephone number, e-mail, or address information for targeted respondents is unavailable or if the survey requires product demonstrations.

 

Web intercept popup surveys

Web Intercept:

This data collection technique randomly selects respondents who enter your Web site and presents them with online surveys. (We work with you to determine the most appropriate means of selecting respondents.) Your organization programs your Web site to launch a popup window, which directs respondents to the Kinēsis survey URL.

 

 

Every time a company and a guest interact, the guest learns something about the company. Depending upon what is learned, guests may alter their behavior in ways that affect their individual profitability. Thus, by managing these experiences, companies can orchestrate more profitable relationships with their guests.