guestVoice Guest Satisfaction Survey (GSS) Program Changes to Take Effect Jan. 1, 2020
The guestVoice Guest Satisfaction Survey (GSS) program is evolving to keep up with the increasing needs of guests, the launch of Marriott Bonvoy™, and the need to stay competitive in the travel marketplace. In January 2020, we will be making some changes to the GSS program, including the modernization of the Guest Satisfaction Survey.
Key Changes:
- Adding Intent to Recommend Property to survey invitation which will lead to higher participation and higher scores.
- To account for the impact of the survey change on scores:
- A resource, called Survey Change Impact Guidance Tables will be available in the guestVoice platform to interpret the survey change impact when assessing Year over Year (YoY) performance.
- Survey change impact has been incorporated into 2020 Accountability thresholds, which will be shared in the coming weeks.
- A new, brand-focused email invitation that is consistent with digital brand voice and signed by the General Manager (using information pulled from EPIC).
- A modernized survey template that is easier to use and consistent across desktop and mobile.
- The survey has been restructured to add questions for enterprise and loyalty measurement, remove redundant questions, and optimize survey flow for future changes.
- Marriott has a policy prohibiting survey manipulation. Beginning in 2020, any manipulated surveys will be removed each month.
The guestVoice GSS program changes, including the Accountability thresholds, will take effect January 1, 2020.
Next Steps for Franchise Management Companies:
- Franchise Management Company contacts are encouraged to join the Franchise Management Company Webinar on Nov. 22 where a high-level overview will be shared, including the 2020 Accountability thresholds.
- Encourage all guestVoice users to attend one of the kick-off webinars in December where additional details of the changes will be shared.
