GXS Playbook

How to collect and action guest feedback to drive growth


We get it, collecting guest feedback in a way that really helps you make sense of the data and drive business growth is HARD! The questions you ask, when you ask them, and the method by which you collect feedback all influence your ability to act on guest suggestions and complaints.

In this report we’ve broken down:

  • The cost of guest feedback — positive and negative
  • Challenges with existing methods of feedback collection
  • Areas within your business that matter most to guests
  • How to operationalize the feedback you receive
  • And the ways you can convert critics into fans