Upcoming Launch of Revised guestVoice Event Satisfaction Survey (ESS)
After receiving much feedback, we are pleased to announce the upcoming launch of the revised guestVoice Event Satisfaction Survey (ESS) program on July 12th. Applicable for all Marriott, JW Marriott, Renaissance, and Gaylord hotels, the revised program provides updates to various survey components, reporting tools, scaling and more. Furthermore, the program will also become available for the Autograph Collection brand beginning in January 2017. Key enhancements to the program include:
- New questions – Shorter, mobile-enabled questions that are more relevant to today’s meeting planners, including targeted questions to help measure the impact of MeetingsImagined.com and the Meeting Services App
- New scale – Questions will be asked on a 10-point survey scale (currently a 5-point scale)
- Enhanced reporting – Four new dashboards were created, and new filtering capabilities were added to highlight performance on key metrics as well as improvement opportunities
- Minor sampling changes – Additional fields were added to the sample feed files, meaning there will be fewer exclusion rules, as well as a reduction in the number of days a planner has to complete the survey
- Historic survey data – Data will not be bridged to the new survey, but will be accessible in a different user profile within guestVoice
To prepare you and your hotels for a successful transition to the revamped ESS program, we would also like to provide key dates to keep in mind while preparing for the launch:
- June 7 – Hotels not on CI/TY began submitting sample information with new manual upload template
- After June 17 – Hotels should complete the updated ESS training module
- By June 21 – Similar to today, hotels should ensure that appropriate associates are signed up to receive email alert notifications. Hotels should also review resource documents on MGS (i.e., frequently asked questions).
- June 21 – Hotels should attend the kick-off webinar (7:00 am EST or 1:00 pm EST)
Note: The webinar recording will be posted on MGS. Registration links were communicated to hotels via the May 23rd Weekly Update.
The updated survey will apply for events held on or after July 1. If you have any questions or would like further clarification, please contact guestVoice@marriott.com.
