Learn from every tour what can be improved

Ask what matters most to your organization

A general review tells you that a customer was satisfied. It doesn't always explain why.

You might want to know how the customer found the guide, whether the tour met their expectations, and whether the practical arrangements were clear.

That's why you decide for yourself which questions you want to ask after a tour.

You can use different types of answers, such as a star rating, and arrange the questions in a logical order.

That way, you're not just collecting feedback, but information that you can actually use to move forward.

Make it easy for customers to leave feedback

Customers are more likely to provide feedback when the questions are clear and relatable.

That’s why you can translate the questions into the languages you use to communicate with customers. A French-speaking customer won’t have to struggle to understand a Dutch-language questionnaire, and an English-speaking visitor will immediately understand what’s being asked.

You don't need to maintain a separate survey in addition to Eguide. The different language versions will remain linked to the same questions.

To learn how to manage your listings and other communications in different languages, see the section on multilingual management in Eguide.

Make a conscious effort to keep the survey short

Asking more questions doesn't automatically lead to better answers.

By choosing for yourself what questions to ask and in what order, you can limit the survey to the topics that are truly important.

This lowers the barrier for the customer and makes it easier for your team to compare the answers later.

Choose how you'd like to ask for feedback after the tour

Not every organization wants to collect feedback in the same way.

You can invite customers to rate their experience directly through Eguide. The feedback request can then be sent automatically after the booking is completed.

If you prefer to use a public review platform, you can direct customers to your own online review page.

You can also manage the follow-up yourself and decide on a case-by-case basis when to contact someone.

Here's how to choose the approach that best suits your tours, your customers, and the type of feedback you want to collect.

Make a different selection for each booking

Your organization's standard procedure does not have to be mandatory for every booking.

For a sensitive assignment, you might want to contact the client in person first. For another tour, on the other hand, you might want to request feedback automatically.

That's why you can adjust the settings for a specific booking without changing your standard procedure for all other customers.

You can create the text used to invite the customer using the reusable email templates for your customer communications.

Find all the comments in one place

Feedback only becomes valuable when you can use it later.

In the central overview, you can see which customer responded, which booking it concerned, and which guides and tours were involved.

This means you don't have to compile responses from individual emails, online forms, and personal documents.

Even if a customer reports an issue later, the response remains linked to the correct context.

Compare reviews of various guided tours

A single negative review doesn't necessarily indicate a systemic problem. Nor does a single positive review prove that everything always goes smoothly.

By reviewing feedback by tour, guide, or time period, recurring patterns become more apparent.

Perhaps a particular tour often receives the same practical comment. Perhaps some guides are regularly rated for the same quality.

Eguide helps you review those responses together. The evaluation and the final corrective action remain the responsibility of your own team.

Share feedback with the people who need to act on it

Sometimes you may want to discuss a specific comment with the colleague or guide involved. In other cases, you may want to prepare a broader overview for an evaluation or team meeting.

The filtered feedback can therefore be exported for further analysis or internal reporting.

For other data files and administrative exports, please refer to the available operational exports within Eguide.

Keep feedback and internal comments clearly distinct

Feedback is what the customer says about their experience after the tour.

An internal memo about a difficult situation, a practical arrangement, or a question from a guide does not belong in the same overview.

You can save that information in the comments and communication history for the appropriate file.

This way, it remains clear what came from the client and what context was added by your own team.