Below are frequently asked questions for corporate accounts managing post-stay surveys.
Q) Who has access to edit and manage my surveys?
A) Only users on the corporate account with Surveys Administration Permissions can manage the Revinate Surveys settings. You can check users’ permissions by going to Settings>Users>Permissions, in your corporate account.
Q) How do I create a new survey?
A) If your account is new, you can start with personalizing the survey for your group. Go to the Survey Editor link and edit or add new custom questions. To create another survey, select “Create new survey” from the drop-down menu and copy or start with a blank survey.
Q) How many surveys can I create?
A) There is no limit to the number of surveys you can create at the corporate level. However, once a survey is created, you cannot remove it from your list of survey options.
Q) How do I add a conditional question?
A) In order to create a conditional question, you will first need at least one regular question within the same topic to act as the "trigger" question. Once the trigger question has been created, then you can ‘drag to add’ a new question, which will be the conditional question. Once you save the question, click "edit" under actions. You will now have the option to select "Conditional question" and then indicate which of the answer options you would like to "activate" your new conditional question in the survey.
Q) Can I create different surveys in multiple languages?
A) Yes, you can add other languages in Translation Settings under the Surveys Administration tab. Select the language from the drop-down menu and click “Add language”. Once a language is added you can turn it on or off at any time.
Q) If my survey is in multiple languages, how do I know which language the guest is going to receive?
A) The guest will receive the survey in the language of the country associated with their name in the guest list file. If you haven’t translated the survey to their country’s language or they have no country noted, they will receive the survey in the default language listed in the Translation Settings page. If you would like to change your default language for one or all surveys, please email email@example.com.
Q) If my surveys and questions are translated into other languages, do the translations copy over when creating new surveys or questions?
A) Yes, both for copying questions and copying entire surveys, the existing translations will copy over to the new survey.
Q) Why do topics from other surveys show up in my survey editor even if they have no questions?
A) Once a topic is created, it is shown across all surveys to make it easier to use a similar format for all surveys within the group and compare results across topics for different properties.
Q) What if a topic does not apply to one of my surveys?
A) Simply leave it blank with no questions in that topic. Topics with no questions in them will not appear in the guest’s survey. Do not delete the topic as that will remove it from all surveys along with any questions and results for that topic.
Q) How do I know which hotels and guests receive which survey?
A) You can assign the survey to the property or group you want. From the “Assign Survey” tab in the Survey Editor, use the drop-down menus to select a property group and then select the survey you want to assign to that group and then click “Make Assignment.” Any property or group that isn’t assigned a survey will receive the default survey. If you have overlapping property groups, we recommend creating specific property groups for surveys so that each hotel is only assigned to one survey.
Q) Can I assign a survey to one specific property?
A) The Survey Editor is designed to send surveys to groups of properties, but if you’d like to assign a survey to an individual property, you can create a property group with just that one property in it. Simply go to Settings > Property Groups to customize your property groups.
Q) How can I preview a survey?
A) Once a survey is assigned to a group in the Assign Survey page of the Survey Editor, you’ll see the option to click on “Preview Survey”. You will have the option to choose the language and property for that survey.
Q) Where can I edit the individual property information that appears on a survey?
A) In the Surveys tab, select the Property Settings link. Here, you can customize the Display Name, Email Signature, Address, Property URL, and Time Zone for each property.
Q) How do I personalize the emails for each hotel?
A) From the Email Center, you can edit the invitation, reminder and thank you emails. Click “Edit” next to the email you want to personalize. Put the cursor in the email text and add merge tags (i.e. Property Name, Property Signature, and Property URL). When sent to guests, these property merge tags will autofill with the appropriate property information specified in the Property Settings page.
Q) Is it possible to publish surveys to TripAdvisor, but only for some of my hotels?
A) Yes, we can activate TripAdvisor syndication for select properties within your group. Simply email firstname.lastname@example.org and specify for which hotels you would like to activate publishing.
Q) How do I import my guest data into Revinate?
A) We recommend setting up your property management system to export the data to us on a daily basis either through File Transfer Protocol (FTP) or email integration. You’ll find your account specific credentials under Surveys > Automatic Guest List Import. You also have the option to manually upload files under Surveys > Guest List > Upload Guest List.
Q) Can I upload one single guest list for all properties?
A) Yes, you can upload lists for the entire group or at property level. One of the required fields in the guest list file is a Hotel ID to identify the guests’ properties. This will allow us to distinguish which guests belong to which hotel, regardless of whether the guest list file comes from the corporate group or the property itself. For assistance, email email@example.com.
Q) Can I use a different banner image for each property?
A) Yes, you can either select a banner per survey or per property. For banners per survey, go to Survey Editor and select the Survey then click on ‘Edit survey settings’ to edit the banner. We recommend using an image that is 840 pixels wide by 180 pixels tall, that incorporates your company logo and a beautiful photo showing off your brand standard. If you would like to set the banners per property, you will find the option in the Property Settings page. The last column "Banner" will allow you to add or edit the banner image for each property.
Q) How do I set survey delivery times for hotels in different time zones?
A) When setting up invitation emails, you will set the default delivery time on your “Email Center” page. To set up individual survey invite delivery times, select ‘Property Settings’ from the ‘Surveys’ navigation icon and select the appropriate time zone for each property.