'Checkup' and 'Survey' serve as tools to gather guest feedback and enhance their experience, ensuring guest satisfaction and positive reviews. Guests share their thoughts, which results in quick issue resolution and an improved experience, ultimately affecting review scores.
| Trigger | Length |
Checkup | Sent 18 hours after checkin | Short (Score 1-5 and Comment) |
Survey | Sent 24 hours before checkout | Identical to Airbnb’s review survey |
Checkup
A checkup is dispatched 18 hours post check-in, aimed at uncovering any issues that might have gone unnoticed and could impact the guest’s experience. Addressing these early ensures swift resolution, thereby improving the overall guest experience.
Additionally, the assessment score, on a scale of 1 to 5, is reflected in the 'fun level' indicator within the Guest CRM and the Chat.
The Checkup feature allows the system to automatically generate a task based on guest feedback using AI. This functionality is activated by default.
Turn on/off the automatic creation of Checkup tasks
Open the ‘Settings’ page and navigate to ‘Settings’ tab
Select the ‘Reviews’ option from the left
Toggle on/off “Create service call after checkup” Note that you also have the option to allow guests tracking the progress of the task through email.
Survey
Survey is identical to the Airbnb review process and sent 24 hours before checkout. Its main purpose is to anticipate the guest review intention in the OTA channel. This allows the opportunity to prevent from the guest to review their stay or negotiate.
Setting up Checkups & Survey
The easiest way to activate Checkup and Survey is by turning on the pre-seeded auto-messages.
Select CRM module from the main menu
Navigate to the ‘Automation’ tab
Toggle off the ‘Active Only’ button on the top right side
Activate ‘Checkup’ & ‘Survey’
💡 If you wish to change the phrasing or timing of the automated message, click on the name of the item and edit. Save your changes when you are done.
⚠️ Note! You should disable the automatic messages in your external PMS to prevent duplicate messages.
Reviews Settings
The reviews settings is located in the Settings page, under the "Settings" tab.
Auto-Generate Task (Service Call) from Checkup Feedback
Boom can automatically generate a service call task after receiving a checkup form that reports issues.
To activate this feature, follow these steps:
Open the Settings page from the main menu and navigate to the "Settings" tab
Select "Reviews"
Toggle on the "Create service call after checkup" option
Hit Save.
Guest Ticket Tracking Sharing
Once guests have shared their feedback, you can share with them the progress of the task (SC) created for them based on their checkup feedback.
To activate this follow these steps:
Open the Settings page from the main menu and navigate to the "Settings" tab
Select "Reviews"
Toggle on the "Send email to guest for ticket tracking for checkups" option
Hit Save