Below are some frequently asked questions and answers for Revinate Surveys.Q: What is NPS?
A: Privacy is a top priority for Revinate. Revinate uses this information for the sole purpose of delivering post stay surveys and tracking review responses. We have a number of protections in place to secure your data and in turn, are a TRUSTe certified and in the process of obtaining EU Safe Harbor designation. In addition, our application is available in SSL and is enforced for all pages dealing with passwords and personally identifiable information.
Q: What if my property already has a branded post stay survey method?
A: Revinate Surveys is not a replacement brand Guest Service Satisfaction tool. Revinate Surveys allows a way to drive reviews to TripAdvisor and partner websites and as well as improve internal operations.
Q: What is an FTP?
A: An FTP (File Transfer Protocol) is essentially a directory that you send your guest list to. It is then sent to us through a secure wireless connection. Your guest list is then uploaded to Revinate Surveys.
Q: If I don’t have an FTP, how else can you receive our guest list?
A: We also have support to receive guest lists via Email.
Q: What data formats does Revinate Surveys accept?
A: Comma Separated Value (.CSV), Excel (.XLS), and Text (.TXT)
Q: What columns must be in my Guest List Upload?
A: Check-In Date, Check-Out Date, and Email. However, the other fields are recommended as they are useful in sending customized emails to guests, tracking, and publishing.
Q: How do I know my emails are not just being sent to the guest’s spam or junk folder?
A: Revinate uses an ESP (Email Service Provider) called SendGrid, the leader in email distribution. While it is possible that some emails land in a guest’s junk folder, a vast majority should not.
Q: How can I tell who is a Revinate Surveys Admin?
A: Go to Settings (in the lower left hand corner) and click on Users. Here, you’ll be able to see all users and their permissions. Under the permissions column, a Surveys Admin will have the 4th icon from the left highlighted. In order to edit your survey and other parameters, you must first have surveys admin rights.
Q: How do I add a Surveys admin?
A: Please email firstname.lastname@example.org with the name and email address of the new admin or ask your current Surveys Administrator on the account.
Q: How do I undo a Guest List import?
A: After you have uploaded a guest list, you will have a chance to "undo" the last upload by clicking on the "undo" link located at the top of the Guest List page.
Q: What are merge tags?
A: Fields where your guest information is automatically populated by our system and display between @@ symbols. For example: Dear @@Title@@ @@Last Name@@ becomes "Dear Mr. Smith". If you select these merge tags to be included in your survey invite and thank you, be sure to provide this information in the guest list upload. Otherwise, the field will be blank. If you do not intend to provide these fields, then we recommend you remove the Merge Tag and replace it with something generic e.g. “Dear Valued Guest”.
Q: How can I preview the survey?
A: You can always preview your survey by clicking on the "preview" link located at the top of the Edit Survey page in the Surveys section.
Q: How do I upload a banner photo?
A: From within the Surveys section of the 'Edit Survey' page, when naming your survey, you have the option to upload a banner photo called "Header".
Q: What are the banner photo specs?
A: The banner photo should be 840 pixels wide by 180 pixels tall.
Q: What languages are available for surveys?
A: Revinate's Multilingual Surveys allows hoteliers to deliver Post-Stay Surveys in up to 19 different languages: English, Spanish, French, German, Indonesian, Italian, Thai, Japanese, Dutch, Portuguese, Swedish, Turkish, Russian, Chinese, Danish, Croatian, Norwegian, Slovene and Arabic.
Q: Can I set up reminder emails?
Q: What are the ways that I can automate my guest list upload?
A: There are 3 methods to automate: FTP – File Transfer Protocol, Export via Email and Partnership with 3rd Party Email Client.
Q: What is NPS?
A: Net Promoter Score is a multi-industry brand standard that identifies brand promoters and detractors. 0-6 being those who do not promote your property. 7-8 are the guests who are neutral. 9-10 are strong promoters of your property.