Permission: Satisfaction Overview Report is available to all Revinate users.
For more detailed training on Satisfaction Reports & survey reporting, please refer to Revinate's Survey Reporting 101 webinar.
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Satisfaction Report Scoring & Calculation
Access Satisfaction Reports
Satisfaction Reports offer a complete view of your survey results so you can gather valuable insight from your guests' feedback. To access the Satisfaction Reports, go to REPORTS in the top menu, select Surveys, and click Satisfaction Report.
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There are two basic Satisfaction Reports: 'Satisfaction Scores' and 'Satisfaction Trend'.
Satisfaction Scores Report
The Satisfaction Scores report allows the hotel to compare their performance on each question across their surveys easily.
The filters at the top of the page allow hoteliers to view data by:
- Survey- Use this to see All surveys, or narrow it down to a specific survey such as a post-stay survey, or a survey that went out to guests who attended a particular event.
- Property Groups (visible for property groups only)- Use this to specify which property or property group you would like to see surveys for. For example, if a survey is assigned to multiple properties in the group, a regional manager could look at a report for all hotels in the Avertine West division.
- Property (visible for property groups only)- Use this to specify which property you want to see surveys for. For example, If a survey has been assigned to multiple properties in the group, Avertine Chicago can view how they performed on their survey without seeing data from other Avertine hotels.
- Period- select the time period you would like to view the data for (ex. Last Month).
- Calculation- select a calculation type to suit your needs
- View by- time or question
- Segments by survey responses- Use this to view the report based on how a specific segment of your guests responded to the survey. For example, all those who responded 'yes' to the 'are you a member of the loyalty program?' question.
- Benchmark Type- You can benchmark against a different time period or property group. After selecting a benchmark type, you will see an additional column named 'Delta'.
- Guest segments- Use this to view the report based on the survey sent to a specific guest segment, for example, VIP guests.
* Hot Tip export this CSV by clicking the clock icon in the top corner and open in Excel and filter to see feedback by unit!
Once you select filters, you can view each question across the selected time period to see how you performed. The bold metrics in the report are topics, and the list below the topic displays all responses within the topic. If you have a topic for "Front Desk", all the questions within that topic will roll up to one score so that you can view each department at a high level and get a deeper view of how you are performing. To Lean more about what the scored jump to the section on Score Calculation
Delta Score
Users can select to benchmark their scores against another period of time or a group of properties (if they fall within a corporate account).
When you select to include a benchmark, you will notice a "Delta" column will appear.
This "Delta" metric provides a percentage of change calculation between the "total" column and the "benchmark" column.
Here's the formula used to calculate the delta:
["total" - "benchmark"]/["benchmark"] * 100
Satisfaction Trend Report
The Satisfaction Trend report will allow you to trend how different questions are performing and benchmark these trends against other property groups.
The filters remain almost exactly the same, however, you can now select multiple questions to view on the trend graph:
In this example, we are viewing how a property performed regarding how likely they are to recommend (Net Promoter Score) and staff friendliness. The blue line represents the "staff friendliness", and the green line represents the "likelihood to recommend".
Looking at this graph, we can see a slight correlation between higher scores for staff friendliness and the likelihood of the guest recommending this property to others. You can make similar correlations with the questions on your Revinate Surveys.
Calculation Type Scoring Explanation
The calculation filter setting helps you customize your report view so that you can view your data in the way that makes the most sense for you. The report will display all your questions and topics and break down the score in a variety of ways.
The filter includes the following options.
- Score (0-100): Normalize on a 0-100 scale
- Average: average rating on original scale
- Net Score: % promoters- % detractors
- % Promoters: % of people who answered higher than 80 on the Score (0-100) basis
- % Passives: % of people who answered less than 80, but more than 60 on the Score (0-100) basis
- % Detractors: % of people who answered less than 60 on the Score (0-100) basis
- Response: number of total responses to these questions
Here are some helpful explanations for how different question types will show data from survey responses.
For Rating Questions:
Score (0-100): Normalize on a 0-100 scale. 1= 0, 2=25, 3=50, 4=75, 5=100 *
Average: The average rating from 1-5
Net Score: % promoters - % detractors
% Promoters: % of people who answered higher than 80 on the Score (0-100) basis
% Passives: % of people who answered less than 80, but more than 60 on the Score (0-100) basis
% Detractors: % of people who answered less than 60 on the Score (0-100) basis
Response Count: Number of total responses to this question
For Range Questions:
Score (0-100): Normalize on a 0-100 scale.
Actual normalization depends on the range:
3- point range
1= 0, 2=50 ,3= 100
4-point range
1= 0, 2=33.33, 3=66.66 ,4= 99.99
5-point range
1=0, 2= 25, 3= 50, 4=75, 5=100
6-point range
1=0, 2=20, 3=40. 4=60. 5=80, 6=100
7-point range
1=0, 2=16.66, 3=33.33, 4=50, 5=66.66, 6=83.33, 7=100
8-point range
1=0, 2=14.2, 3= 28.57, 4=42.85, 5=57.14, 6=71.41, 7=85.71, 8=99.99
9-point range
1=0, 2=12.5, 3=25, 4=37.5, 5=50, 6=62.5, 7=75, 8=87.5, 9=100
10-Point Range:
1 = 0, 2 = 11.11, 3 = 22.22, 4 = 33.33, 5 = 44.44, 6 = 55.55, 7 = 66.66, 8 = 77.77, 9 = 88.88, 10 = 99.99
11-Point Range:
0 = 0, 1 = 10, 2 = 20, 3 = 30, 4 = 40, 5 = 50, 6 = 60, 7 = 70, 8 = 80, 9 = 90, 10 = 100
Average: the average rating for range
Net Score: % promoters - % detractors
% Promoters: % of people who answered higher than 80 on the Score (0-100) basis
% Passives: % of people who answered less than 80, but more than 60 on the Score (0-100) basis
% Detractors: % of people who answered less than 60 on the Score (0-100) basis
Response Count: number of total responses to this question
For Yes/No Questions:
Score (0-100): % of guests who responded yes (ex. 50 out of 100 guests said yes = 50%)
Average: The average of the % of guests who responded yes
Net Score: Not Applicable
% Promoters: Not Applicable
% Passives: Not Applicable
% Detractors: Not Applicable
Response Count: Number of total responses to this question
For Multiple Choice Options:
Score (0-100): % of times the option was chosen out of the total answers to the question
Average: % of times the option was chosen out of the total answers to the question
Net Score: Not Applicable
% Promoters: Not Applicable
% Passives: Not Applicable
% Detractors: Not Applicable
Response Count: Response count for each option
* To calculate the score manually, take the: (rating value - minimum value) / (maximum value - minimum value)