GUEST SATISFACTION FEEDBACK SOFTWARE

Grow your business with our guest feedback software

Collect, analyze and action your guests' feedback with our free sentiment analysis tool, Guest Experience Score. In a few clicks, unlock valuable insights from your guests to drive repeat visitation and grow your business.

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GXS-how it works
COMPLAINT RESOLUTION

Act quickly to turn critics into fans

Enable your team to action feedback quickly on areas that require improvement and prevent critics from giving negative ratings on public review sites. Your swift response can leave a lasting impression and encourage repeat visits.

Areas of improvement
DATA-DRIVEN INSIGHTS

Guest insights you
can actually use

Run your business based on data, not instinct. Combined with specific experience criteria and booking data, our sentiment analysis tool empowers you to accurately:

  • Evaluate the performance of your service team
  • Increase staff on days with longer queue times
  • Pinpoint areas to enhance value for money
  • Improve your facilities & attract more guests
GXS-complaint resolution
HOW IT WORKS

Reach your guests where and when it matters

The GX Score automatically sends guests surveys right after visiting your venue. Your guests' information is pre-loaded, so there’s less to ask – all they have to do is share their experience.

This isn’t any old survey tool…

Actionable insights

Actionable Insights

Obtain useful information from your survey responses with specific feedback criteria, booking data integration & daily summaries

Survey Alerts

Survey Alerts

Receive instant notifications when you receive a negative review to quickly resolve complaints

trend updates

Trend Updates

Stay in the know with updates on trends, sent straight to your inbox that help uncover areas for improvement.

data integration

Data Integration

Integration with booking data means less to do for your guests, better responses & more completed surveys

Start using data to improve your guest experience

Choose to pay month-by-month or save 20% with an annual subscription.

  • $ USD
  • $ AUD
  • £ GBP
  • € EUR
  • $ CAD
  • $ NZD

Free

50 completed surveys
per month
$0 $0 £0 €0 $0 $0 $0 $0 £0 €0 $0 $0 per month
  • Automatically send surveys to guests
  • Share survey via URL/QR code
  • Offer discount incentives
  • on-brand and white-labelled survey
  • Seamlessly linked between guest/booking data
  • Daily GX Score updates
Get free access

Lite

200 completed surveys
per month
$80 $110 £60 €75 $105 $115 $65 $90 £50 €60 $85 $95 per month

Billed at: $960/yr

Billed at: $1,320/yr

Billed at: £720/yr

Billed at: €900/yr

Billed at: $1,260/yr

Billed at: $1,380/yr

Billed at: $960 $780/yr

Billed at: $1,320 $1,080/yr

Billed at: £720 £600/yr

Billed at: €900 €720/yr

Billed at: $1,260 $1,020/yr

Billed at: $1,380 $1,140/yr

You save $180 per year!

You save $240 per year!

You save £120 per year!

You save €180 per year!

You save $240 per year!

!You save $240 per year!

  • Everything in Free, plus:
  • Direct fans to public review sites
  • Instant alerts on negative reviews
  • Export data
  • Track actioned responses
  • Store notes against each response
Get free access

Pro

500 completed surveys
per month
$135 $185 £105 €125 $170 $195 $110 $150 £85 €100 $140 $160 per month

Billed at: $1,620/yr

Billed at: $2,220/yr

Billed at: £1,260/yr

Billed at: €1,500/yr

Billed at: $2,040/yr

Billed at: $2,340/yr

Billed at: $1,620 $1,320/yr

Billed at: $2,220 $1,800/yr

Billed at: £1,260 £1,020/yr

Billed at: €1,500 €1,200/yr

Billed at: $2,040 $1,680/yr

Billed at: $2,340 $1,920/yr

You save $300 per year!

You save $420 per year!

You save £240 per year!

You save €300 per year!

You save $360 per year!

You save $420 per year!

  • Everything in Lite
Get free access

Ready to get started?

ROLLER customers

If you’re a ROLLER customer, you can start collecting actionable guest insights for free in just a few clicks:

  1. Login to your Venue Manager
  2. Navigate to Guests > GX Score, then click Subscribe now for free.
  3. Toggle the Auto-send surveys switch, and click save.

That's it! There’s no need to build survey questions, or select whom to send it to – it’s all done for you!

 

Not a ROLLER customer?

No problem! Leave your details below, and we can chat about using the GX Score with your existing systems.

Frequently asked questions

What is a GX Score?

Similar to an NPS. The GX Score is an aggregate of your guest experience survey responses over a period of time. In simple terms, the higher your score is, the more fans you have! The lower your score is, the more critics you have.

Unlike a Net Promoter Score (NPS) or other survey tools, the GX Score is specifically designed for experience-based businesses and is integrated with your customer booking data. That means with just a few clicks you’ll get powerful insights into guest sentiment across products, sessions, venues, and more. For more information, visit our help center.

How does the Free plan work?

The Free plan allows you to use the GX Score with access to 50 survey responses per month, along with our core features.

You will also have unlimited access to the entire Guest Experience Score tool for your first 30 days, which means there will be no limits on responses or the features you can use.

After the 30 days period, you’ll continue to have free access to the Guest Experience Score and you can upgrade at any time to obtain more guest responses and access all the Guest Experience Score features.

What survey questions are included in the GX Score?

The GX score covers four categories of the guest experience: Service, Cleanliness & Safety, Facilities, and Value.

Within each category, there are multiple rating factors to further refine responses. Guests will be asked to rate their experience against these categories and rating factors, and their responses will be associated with guest and purchase information to provide you with actionable insights.

Why are GX Score response rates so high?

The GX Score is specifically designed for experience-based businesses and is integrated with your customer booking data. That means surveys are automatically sent after a guest’s visit, there’s less for guests to fill out, and survey questions are designed for high-impact experience categories. All of this leads to a better user experience and higher response rates.

Can I create my own survey questions?

No. The GX Score has been specifically designed to increase response rates and provide objective guest feedback on high-impact categories relating to their experience.

Our choice of questions, the length of the survey, and the way in which it is delivered have been built to provide you with maximum impact, the ability to benchmark venues, and a positive guest experience.

Our seamless integration with guest booking data also means that you’ll automatically receive customer feedback for specific experiences or products (such as a party booking), and insights that would normally be derived from customized questions are already available within the software.

What setup is required for the GX Score?

Very little. The GX Score is pre-built and seamlessly integrated with the ROLLER platform. That means you don’t need to create survey questions, and guests are automatically sent surveys after their visit. All you need to do is configure your settings and click “start sending surveys”.

When are surveys sent to my guests?

GX Score surveys are sent based on ticket redemption in ROLLER. Once a ticket has been redeemed, the survey will be sent to the waiver or booking holder one hour after their session ends. For membership and standard pass tickets, the survey is sent at 5:00 pm local time the same day. If you wish to change the frequency of surveys sent to guests, you can edit this within the settings.

How many survey responses will I use?

Survey responses vary considerably based on industry and business. As a general rule of thumb, you can expect a ~15-30% response rate to surveys sent to your guests.

Have more questions?

You can visit our help center to find out more.