After they leave: feedback

Switch it on under Feedback and, the day after each group leaves, they get one email asking how it went: a rating out of five, whether they’d come back, what was best and what could be better. It takes about a minute. Confirmed stays and day visits are asked; courses aren’t. Each group is asked once, and nobody is chased.

Only groups leaving after you switch it on are asked. Turning it on doesn’t email everybody who stayed last month. You can write the email’s opening words yourself, or leave the box blank for a short thank-you.

Answers appear on the Feedback page, on each booking, and in Reports, which shows how many were asked and answered, the average rating, and how many would come back, for stays that ended in the period you pick.

Putting their words on your public page. The form has a box, unticked to start with, where the group can agree to what they said was best being shown, with a name they choose. Only then can you press Show on the public page; without that agreement the button isn’t there at all. The exact words they agreed to are kept with their answer. They can take it back at any time from the same link in their email, and it comes off your page straight away. Up to six show, newest first, with the stars they gave. There’s no average on the public page, because an average of the reviews you chose wouldn’t mean anything.

What they say could be better is never shown publicly.