Catch the moment they’re ready to answer
You probably already ask guests for feedback: at the till, in a follow-up email, or on a paper card beside the door. But how many people stop to respond once they’ve left?
When feedback comes later, most guests move on. The people who do reply may be the very happiest, or the very angriest, leaving you with a narrow view of the visit.
Your guest WiFi login gives you another opportunity. Guests are already on their phones, connecting to your network, and thinking about your venue. Ask one short question at that moment, or after they’ve been connected for a while. Make it quick, make it optional, and learn while the experience is still fresh.
Ask at the moment that makes sense
A survey doesn’t have to appear before a guest gets online. Show it on your splash page after login, once the connection is established. Or, if you want feedback after a guest has spent some time in your venue, use a dwell-time trigger to ask later in the visit.
That timing makes it easier to respond than a message that lands tomorrow in a crowded inbox. It also gives you a chance to hear from more than the people who remember to find a feedback card on their way out.
The right moment depends on what you want to know. Ask right after connection for a quick first impression. Use a dwell-time prompt if you want guests to have had time to experience your service, food, shop or facilities.
Keep feedback voluntary. Never make survey completion a condition of getting online. A guest who wants WiFi should be able to connect without answering a question.
Keep the question short
A guest standing in line or settling into a table isn’t looking for a lengthy questionnaire. Ask one primary question, make the response easy to tap, and let them get on with their visit.
For a broad measure of loyalty, try the standard Net Promoter Score (NPS) question:
How likely are you to recommend us to a friend or colleague?
Choose a score from 0 (not at all likely) to 10 (extremely likely).
NPS groups scores of 9–10 as Promoters, 7–8 as Passives, and 0–6 as Detractors. Your score is the percentage of Promoters minus the percentage of Detractors. That gives you a useful high-level measure to track over time, not a complete explanation of what guests think. Read Bain’s NPS scoring guidance.
If you need a more direct read on a particular visit, ask for a star rating or one multiple-choice answer instead. For example: “How was your visit today?” Or ask a question that helps you understand a specific area, such as service, atmosphere or WiFi.
You can add one optional comment box for guests who want to explain their score. Keep it optional, too. A number gives you something easy to compare; a comment can tell you what to improve.
Turn each response into a next step
A rating is useful. A rating that helps you act is better.
When a guest gives a high score, you can offer an optional link to leave a public review. When a guest gives a low score, or a middle-of-the-road one, invite them to share private feedback so your team can understand what happened and respond.
Make the private feedback route available without blocking a guest’s ability to leave a public review. Before launch, check the rules of the review platforms you use and ensure your process doesn’t discourage or prevent anyone from sharing an honest review. Fydelia’s features include guest engagement and review tools alongside splash pages.
A prompt can’t fix a poor experience on its own. But it can help you spot a problem sooner, while the shift is still running and your team may be able to make things right.
Find out who loves what, and where
If feedback responses can be associated with verified guest data in your CRM, you can use them to learn more than your overall score. With the right permissions and clear guest-facing information, tag Promoters for relevant follow-up, identify guests who may need a service-recovery conversation, and compare feedback by venue.
You can also look for patterns by zone or daypart. Are ratings consistently stronger in the café than the lobby? Does feedback dip during a particular service period? Are guests responding differently on weekdays and weekends?
Comparisons are most useful when you compare like with like. A quick guest WiFi survey captures feedback from guests who choose to respond in that moment; it isn’t necessarily representative of every visitor. Track the number of people who saw the question and the number who answered, and use the results as a practical signal, not the whole story.
Set it up for a smooth guest experience
Ask one main question. Decide what you want to learn before choosing the wording. Don’t combine unrelated questions or ask for details you won’t use.
Design for a phone. Use a clear question, large tap targets and a simple layout. Fydelia’s splash pages are built to be mobile-friendly, so a short survey can sit naturally within the guest WiFi experience.
Promise ten seconds, and mean it. Tell guests it takes around 10 seconds, then keep the interaction short enough to match.
Let guests get online first. The survey should never hold the WiFi connection behind a required answer. Make skipping straightforward.
Choose your timing with care. An immediate question works for first impressions. A dwell-time prompt gives guests more time to experience your venue. Avoid asking the same regulars every time they connect; use sensible frequency limits to keep the experience from feeling repetitive.
Keep privacy clear. Explain what you collect and how you use it. Only connect responses to guest records in ways that fit your privacy notice, permissions and applicable data-protection requirements.
Make your guest WiFi work harder
Your splash page can be more than a step between a guest and the internet. Visit Surveys can sit alongside email capture, games and review tools in the same guest WiFi toolkit, giving you a straightforward way to hear from guests and a clear path from feedback to action.
Ready to see how it could work for your venue? Book a short demo, or get started.
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