With Revinate’s leading technology, you can build guest segments within the Surveys platform to send different surveys to different audiences. You can now create guest segments by any PMS field or Guestlist field that you have imported to Revinate. The segmentation capability includes AND/OR logic to create complex segments based on your guests.
For example, you can send leisure guests a different survey than corporate guests. You will also be able to create separate reports for each segment to track results and better understand each segment.
See our instructions below or review the video above to learn more about guest segmentation for surveys. In this article we cover:
In the Surveys platform, navigate the top bar to the "SURVEY" section and from the drop-down menu of options select "GUESTS" then select the "guest segments". Surveys can be created, edited and managed by any survey administrator on your account.
Surveys> Guests > Guest Segments
Creating guest segments
To create a segment select the blue "Create Segment" button, a pop-up will appear. Here you can select the criteria for your segment.
The system will generate the segment as specific rules/conditions have been added; these will be guest stay fields from your PMS and guest lists, criteria, and values.
Guest stay fields:
- Loyalty Number
- Room Number
- Room Type
- Rate Plan Code
- Group Name
Criteria (i.e. rule conditions) :
- Contains: When a guest’s reservation contains the value input for a particular guest stay field, they will receive the survey. Example, email address contains “@revinate”
- Exact Match: When a guest’s reservation is an exact match for the value input for a particular guest field, they will receive the survey. Example, rate plan code is an EXACT MATCH for VIP
- Does not exist: When a particular guest stay field doesn’t exist on a guest reservation, that guest would receive the survey. Example, Loyalty number DOESN’T EXIST.
- Exist: When a particular guest stay field does exist (in some form) on a guest reservation, that guest would receive the survey. Example, Group Name EXISTS.
Segmenting your guest list will allow you to target what guest receive certain surveys.
Examples: Homeowners versus renters, VIP guests, leisure guests, wedding groups (based on rate code), remodeled rooms (room type or room #)
Navigate to the Survey Editor page to edit, create and add surveys to your group or properties (only available for survey administrators).
Surveys> Survey Editor.
Once you have created your surveys, within the Survey Editor section you can toggle over to "Assign Survey."
Assign Survey Functions:
- This is also where you may assign a created segment to a specific survey.
- If you’re a corporate account, here is where you will be able to assign properties within a group to a custom segmented survey.
To have a specific segment sent a survey, you will need to select the survey from the Select a Survey drop-down and select the guest segment from the Select a Segment drop-down. Once completed, this will send the selected survey only to that segment. Guests in this segment will not receive the default survey.
Guests who appear in multiple segments will only receive the survey with the highest priority, which you can view the priority under Current Exemption.No guests will receive more than one survey.
Corporate (Group) Level
At the Corporate (Group) level, you will assign a survey to a property or property group.
You will also have the ability to configure exceptions by selecting a property or property group, survey, and segment so that only those guest that fall into that segment receive the configured survey selected and DO NOT receive the default survey assigned in the general assign survey section.
Property level exclusions can also be set. By selecting an alternative survey from the Select a Survey and a guest segment from Select a Segment. This will ensure that a guest falling into that segment DO NOT receive the default property survey.
See our Help Desk article on Survey Email Exclusions to learn how to set up rules to avoid sending invites to guests who meet given criteria. This can be useful if you don't want to send survey invitations to certain groups or individual guests. For example, you can create a survey email exclusion rule with your hotel domain name (@hotelname.com), so employees won't receive survey invitations after they stay at a property.