How does Marriott measure guest satisfaction?
 

Many years ago, I used to get surveys. Now that I spend 150 nights a year on the road and have a pretty good idea about which hotels are below, at or exceed expectations, I hear nothing.

I know some mid/lower hotels measure guest satisfaction by TripAdvisor.

Not sure that would be a good measure for a FS hotel.

Companies from BMW to UBER assess guest satisfaction through guest surveys. Are the surveys still out there?

I still get guest surveys on a fairly regular basis. I stay weekly somewhere, and I've probably had 4 or 5 this year.

I get surveys on a fairly regular basis from the NJ-based Courtyards and Marriotts that I often stay at. Most seem to be from the properties as opposed on the corporate level.

Yes, they do random post-stay surveys via email. The biggest metric that individual hotels are measured against is their "Net Promoter Score". Basically they get positive credit for scores of 9 or 10.

Note the survey results are not confidential. The GM of one hotel asked me about some of my responses a month or so ago.

That is nuts. Why have a scale from 0 to 10 and only consider 9 or 10 positive. Things are rarely perfect with no room for improvement (10).

I used to get these weekly at a cheaply constructed SHS I was forced to stay at over and over again. I would make the same poor comments week after week. I stopped getting survey requests....