Catch unhappy guests before they post.
Akia asks every guest how the stay went, wherever they already are. A low score reaches your team while there's still time to make it right.
How was your stay, Margaret?
How was your stay?
It would mean a lot to hear how we did. How likely are you to recommend Hotel Segundo to a friend?
Hotel Segundo · 1 Ocean Drive · Unsubscribe
One number your whole property can chase.
The dashboard shows your score, how it's moved since last period, and the promoter, passive, and detractor split behind it. If every guest rates you an 8, your NPS is 0. The score only moves when you create enthusiasts.
Net Promoter Score
Last 30 days412 responses this period
The question shows up where guests already answer.
Akia asks in the same message thread as everything else about the stay. Guests tap a number right where they'd text you back, so far more of them actually do.
Make it right while they're still here.
A low score triggers your Service Recovery Skill. She files the task for your team and messages the guest herself.
Send a bottle of wine to Room 218
Evelyn Harrington rated her stay a 2 after a noisy first night.
Your happiest guests get the review ask.
A 9 or 10 earns a warm thank-you and a link to Google or Tripadvisor. The guests most likely to rave are the ones who get asked, so your public score catches up to your real one.
Beatrice Langford
Booked on a whim and left already planning our next trip. Every question got a real answer in seconds, and the early check-in was ready when we walked in.
Harrison Bellamy
The little touches made it. They even followed up mid-stay to make sure the room was perfect.
FAQ
Guest surveys, answered.
What is a net promoter score?
Net promoter score, or NPS, measures how likely guests are to recommend your property on a 0-to-10 scale. It's a standard way to track guest satisfaction over time.
How is NPS calculated?
You subtract the percentage of detractors (0 to 6) from the percentage of promoters (9 and 10). Akia runs the survey, collects the scores, and calculates the NPS for you.
When is the best time to send a guest survey?
After checkout, in the guest conversation, while the stay is fresh. Private feedback comes to you directly instead of going public.
Can I catch an unhappy guest before they post a review?
Yes. A private post-stay survey surfaces a problem to your team first, so you can make it right before it becomes a public review.
What do I do with the results?
Akia collects the feedback against each stay, so you can see which properties or teams drive the scores and act on the detail.
Know how every guest really felt.
See how one question in the thread surfaces the unhappy guests in time, and sends the happy ones to your reviews.
