Most event planners and facility managers know the feeling of sending out a survey and only hearing crickets. It can feel like you are shouting into a void when response rates stay low.
However, getting feedback is one of the most important things you can do to grow your operation. When you ask for an opinion, you show your customers that you actually care about their experience. It proves that you’re not just providing a room, but that you’re invested in their success.
As a scheduling/events professional, you know this: Guest expectations are higher than ever—and they seem to always be rising. Generally speaking, the people who use your facility want seamless technology, clean spaces, and helpful staff. But if you don't know specifically what they expect, you can't tailor your services to meet those needs.
Understanding these details helps you win more business and keep your current clients coming back. By asking the right questions at the right time, you can turn your facility into the premier destination for any gathering.
TL;DR Key Takeaways:
- Asking for feedback proves you value the guest experience and empowers you to improve it.
- Sending surveys automatically after an event helps you get more answers.
- Detailed questions about the space, technology used, and room setup enable you to identify real problems.
- Knowing what guests want allows you to tailor services and get more business.
Why Are Post-Event Surveys So Important?
When you run a busy facility, it is easy to focus only on the next event on the calendar. But taking a moment to look back is how you get better.
Surveys help you see your building through the eyes of your guests. You might think your signage is clear, but a guest urgently trying to find a restroom might feel differently. These insights help you make small changes that have a big impact on how people view your venue.
If you want to stay ahead of the competition, you have to be proactive about gathering this data. High response rates are a common struggle, but the effort is worth it.
When you have real data, you stop guessing about what needs to change. You can focus your budget on the things that matter to the people using your space. This consultative approach helps build long-term relationships with your clients.
What Questions Should You Ask Customers in a Post-Event Survey?
The key to a good survey is asking specific questions that uncover useful information. Here are 10 essential questions you can use to get the most out of your event follow-up:
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Initial booking process. How would you rate the ease of the initial booking process, the clarity of the contract, and the responsiveness of our scheduling team? This question helps you understand if your administrative process is helpful or a hassle for customers.
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Room setup accuracy. On the day of your arrival, how closely did the physical room setup, furniture arrangement, and equipment match the diagrams or specifications previously agreed upon? This tells you if your floor team is accurately following the plans you created.
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Cleanliness and maintenance. How satisfied were you with the cleanliness and general maintenance of the event space, restrooms, and common areas during your time on-site? This is a basic requirement. Knowing if you missed the mark helps you adjust your custodial schedules and processes.
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Technology and connectivity. If your event used audiovisual equipment or Wi-Fi, did the technology function reliably, and was technical assistance available in a timely manner if needed? Technology is often the biggest stressor for event hosts, so knowing how your systems performed is vital.
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Staff accessibility. In general, how would you describe your interactions with our facility staff? If you needed immediate assistance during the event, were you able to get it? This measures the quality of your customer service and the visibility of your team.
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Wayfinding and accessibility. Were your attendees able to find their way through the building easily using our existing signage, and did the facility meet the accessibility needs of all your guests? This identifies if your building is user-friendly for everyone, regardless of their needs.
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Communication practices. Did you feel well-informed, meaning you understood facility policies and received information about changes to your reservation as needed? Good communication builds trust and prevents surprises on the day of the event.
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Overall value. Given the services and amenities provided, how would you rate the overall value of our facility compared to other venues you have used for similar events? This helps you understand where you sit in the market and if your pricing is appropriate.
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Physical improvements. If you could change one physical aspect of the room or the building to better accommodate your specific type of event, what would it be? This gives you a wish list for future renovations or equipment purchases.
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Likelihood of future business. Based on this experience, how likely are you to host another event at our facility or recommend our venue to a colleague? This is the ideal test of customer satisfaction and a predictor of future revenue. A measure like “Very happy with our experience” is open to interpretation, but “We will return” or “We will recommend” is a definitive win.
How Do You Get More People To Respond?
A major challenge for many organizations is that people just don't take the time to fill out forms. One way to handle this is to automate the process. You can set up your Mazévo system to automatically send an email with a link to the survey as soon as the event is over.
This ensures the experience is still fresh in the host's mind. When you wait too long, they have already moved on to their next project and are less likely to help.
Keep your surveys short and easy to finish on a mobile device. If a host can answer your questions while they’re walking to their car, you are much more likely to get a response.
Share Your Thoughts on Post-Event Surveys
Do you send post-event surveys to the people who use your space? If you do, and you ask questions not addressed in the list above, we’d love to hear them!
Email bryan@gomazevo.com and we’ll publish them anonymously at the end of this article. Your industry peers will be grateful for the insights.
If you have questions about using Mazévo in your surveying process, contact us. We’re happy to walk you through it.
