A free tool for formal expression, the Guest Comments Book is a ‘feel free to answer’ satisfaction questionnaire, You simply suggest that your clients complete it, and it is up to them whether or not to use it. The book can come in different forms, from paper to an interactive desk installed in the reception lobby of your establishment.

Why use this tool?

Clients can easily express their dissatisfaction or appreciation of the service you provide, since they feel that they want to “have a say” in how you can better serve them.

Worth knowing:

If you collect paper questionnaires, MKG Qualiting can help with data collection and analysis, rather than developing your own in-house analysis tools which are often more expensive.