Survey - the best tool to evaluate your guests' experiences

• 18.03.2024.
• News, User experience

There is an excellent way to get honest opinions from guests. You can find out everything guests say about your service and other details that are important to you. Find out how to survey guests effectively and conduct the survey efficiently.

Only and only with a personalized approach, or more precisely, a digital personalized approach, can you really understand the opinions and needs of your customers. 
 
Questioning your guests through surveys is the most reliable way to collect their feedback. 
 
This method is also unquestionably reliable - the information comes directly from people who have tried out your service. 
 
In addition, surveys are important because they allow you to get an objective insight into your business based on your users' experiences. 
 
It is vital to form a perception of how guests experience your yacht charter. Especially since no one is without mistakes, mistakes are an integral part of business. 
 
The yacht charter essentially exists for the guest experience. 
 

What is survey research? 

Survey research is the main bridge between your guests' experiences and the improvement of your business. For example, if you run a yacht charter business, you can use surveys to determine what guests expect from their stay. That way, you can make their experience as good as possible, encouraging them to return. 
 
By understanding your customers, you will have the opportunity to better understand how they see you. 
 
This allows you to review yourself and your business concept from their perspective, regardless of how you originally envisioned your business. 
 
By adopting the philosophy that the customer is always right, you direct your business according to the needs of end users. 
 
In the world of service activities, such as yacht charters, it is crucial to quickly adapt to market changes and guests' changing needs. Stay one step ahead, adjust and provide guests with an unforgettable experience. 
 
Surveys allow you to gain insight into guests' wishes before their arrival, during their stay, and after they leave, when their impressions have settled. They have proven to be an indispensable tool in understanding guests' expectations, experiences and satisfaction. 
 
Any change you plan to introduce in the business should be aimed at meeting the needs of your guests, thus avoiding unnecessary resource consumption. 
 
In an age when yacht charters and service activities in general have experienced significant challenges, it is essential to find strategies that achieve maximum results with minimal costs. 
 
Instead of guessing what guests want, simply asking them is much more efficient. 
 

How the survey is formed and implemented 

Whether you're doing a study, survey or research (call it what you want), it's essential to have an up-to-date database of your guests to begin with. 
 
This is especially true if you regularly recorded contacts in it and some notes from guests, their own and yours. Notes will be essential to bring the user experience to a higher level. 
 
More personalized services will give the guest the feeling that you are interested in them and that you care about them and their experience, leading to increased satisfaction and, ultimately, quality. 
 
To set clear goals and get answers to questions that are important to you, you need to know what you want from the survey. What answers do you want to get, and what do you want to achieve with them. You can get precise answers to your questions and even answers you didn't expect. 
 
Your online survey should attract the user, so make the content interesting and the design recognizable and straightforward. 
 
Keep your questions concise, with sub-questions appearing only if the guest is unsatisfied with your service. 
 
So, send an email with specific content and a clear message you want to convey so that users do not mistake it for an advertisement. 
 
Remember that most surveys will be opened on a mobile device, so adjust the content accordingly. 
 
You can send your questionnaire and survey to all your guests whose contact you have, so update their information in your database regularly. 
 
You can also do it in several stages so that your entire undertaking of researching the user experience of your guest is as productive as possible, and you get the best possible accurate picture of things. 
 

Get to know your guest before arrival 

You can email your potential or future guest a questionnaire and learn some basic information during the reservation process. 
 
Just by making a yacht charter reservation, the guests themselves encourage further communication with their questions and because they want to find out what they are interested in. Of course, you can get ahead of them and send them all kinds of information, instructions and pictures that might interest them. 
  
It is an ideal opportunity to collect and enter information about their interests into your database. It serves to personalize their experience and customize their stay as much as possible. 
 
Just the question of whether the guest has any special wishes or ideas, which are within the parameters of your business, gives the guest a positive image of your yacht charter in advance. 
 

Show interest in your guest 

With just a few short questions, your survey can be a very powerful tool. You can use it while the guest is sailing on your vessel. You can send it by email, message, or ask in person. 
 
Put together a small questionnaire of several questions to determine their satisfaction, whether everything is in line with their expectations, and whether they have any objections. 
 
Don't wait for the guest to contact you on their own as this will mostly be because of a complaint or unresolved situation. 
 
If the situation exists, it should be resolved as soon as possible. 
 
Prompt resolution of the situation can improve guest satisfaction and portray your yacht charter as proactive and interested in their well-being. 
 

What should the survey be? Constructive and creative. 

After the holiday and your guests have left, give them some time, let the impressions settle, and then start with the survey. 
 
You can include many questions in the survey, from the minor details about the guest's stay to how they liked the sunset. 
 
You can also send surveys through automated email sending services or your own CRM tool or app. You must be up-to-date when entering the data and contacts of your guests. 
 
An example of questions you could ask: 

• How do you rate your overall experience with our yacht charter service? 
• Was everything in line with your expectations? 
• Do you have any comments or suggestions on improving our services? 
• Were there any problems or inconveniences during your stay on the yacht? 
• How would you rate the speed and efficiency of our team in resolving any issues? 
• Do you have additional comments or suggestions? 

With the help of such a survey, you can get more detailed information, which will help you set priorities for further procedures. 
 
You can design your survey to ask guests to rate and review their stay. After that, offer him the option to complete the survey if interested. 
 

Reviews and online surveys go hand in hand 

Reviews are a great way to have a great online reputation. But they lack depth. 
 
They also need more detail because although they are a good source of information, they will rarely provide the kind of insight you want. Guests generally leave general comments or praise in their reviews. 
 
Through your own database, you can ask or remind your guests to leave a review right after their departure or upon departure. Especially if they were satisfied. 
 
Positive reviews and high ratings can bring a small business alongside the big ones - because the guest's satisfaction is ultimately important. 
 
Through surveys and reviews, you get first-hand opinions of your guests, sometimes in real time, which is excellent. 
 
You can use and link both to get more information about what your guests think about your business. 
 
Guests who leave you a review already feel connected to your yacht charter in some way and feel loyal. Your response and thank you for the review are also necessary. 
 
In this way, guests do their own marketing for you because reviews lead to more reviews. In addition, for identical businesses, Google will rank better the ones with more reviews.
You can use the information obtained to improve your own yacht charter business. 
 
And if you improve your business by tailoring it to your guests' experiences - it will undoubtedly contribute to your yacht charter in the long run and lead to an improvement in your credibility. 
 

If you need more tips on making a good survey that will give you even better insight into your guests, contact us. 
 
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