Guest Satisfaction Score (GSS)

What is Guest Satisfaction Score (GSS)?

The Guest Satisfaction Score (GSS) is a metric used to measure how satisfied guests are with their overall hotel experience. It is typically expressed as a percentage or rating based on guest survey responses. GSS reflects how guests perceive the quality of service, cleanliness, facilities, and staff performance.

How GSS works in hotels

Hotels collect GSS data through various methods, including post-stay surveys, review platforms, and internal feedback systems. The responses are aggregated to generate an overall score that represents the average level of guest satisfaction. This score helps management evaluate performance, identify areas for improvement, and track service progress over time. Many Property Management Systems (PMS) and CRM platforms can generate real-time reports for continuous monitoring.

Key Insight

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A consistently high GSS indicates strong guest loyalty and satisfaction, while a sudden decline usually signals service-related issues that require immediate attention.

How GSS connects to hotel systems

• PMS: Links guest data with satisfaction scores to analyze responses across different rooms, rates, and stay durations.
• CRM: Enables segmentation of guests based on satisfaction levels for targeted follow-up and retention campaigns.
• Reputation management tools: Combine GSS with online reviews to provide a comprehensive understanding of guest sentiment.

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