Collect feedback on and offline
Capture feedback through surveys, QR codes, email, SMS, and more at every stage of the guest journey.
Improve experiences.
Boost repeat visits.
CX for travel & hospitality
Collect and analyse guest feedback across every touchpoint, from booking to checkout and beyond. Get the insights you need to create standout experiences, boost repeat visits, and build lasting loyalty.
Turn guest feedback into standout experiences
Find insights you can act on
AI-powered analysis cuts through the volume to surface what guests like and don't like.
Act on what guests care about
Share insights with front-of-house, ops, and management so they can focus on taking action.
Create standout travel experiences
Track improvements and create experiences that drive repeat bookings and glowing reviews.
Enhance experiences at every stage
Capture every stage
Capture feedback at booking, check-in, during the visit, and post-stay or post-visit.
Know what guests value
Understand what guests value most at each stage of their journey.
Respond in real time
Spot issues in real time and respond before they affect the overall experience.
Exceed guest expectations
Find standout moments
Discover what creates memorable, standout moments for your guests.
Compare guest segments
Understand how expectations differ across guest segments, locations, and seasons.
Scale what sets you apart
Use positive feedback to reinforce and scale the experiences that set you apart.
Boost repeat bookings and retention
Know why guests return
Understand what drives guests to return or choose a competitor.
Track loyalty metrics
Track satisfaction and loyalty metrics like NPS® and CSAT over time.
Build loyal advocates
Identify opportunities to turn one-time visitors into loyal advocates.
Reduce complaints and remove friction
Find root causes
Identify the root causes of complaints across your locations and services.
Act before issues escalate
Get alerts so your team can act before issues escalate.
Remove friction
Fix friction points so the next guest doesn’t hit the same problem.
Frequently asked questions
Most feedback tools stop at reports. SmartCX runs the whole loop in one platform: it unifies feedback from every channel, pinpoints the actions that will move your scores, and tracks every fix through to resolution. You get evidence of what changed, confidence in your recommendations, and buy-in for your CX initiatives.
SmartCX collects feedback across surveys, digital experiences, reviews, and every channel your guests use, then flags issues and routes them to the right team as cases. You can respond while the guest is still with you, close the loop, and improve service in real time.
Google reviews sit in the same place as your survey feedback, so you can monitor what guests are saying, respond quickly, and spot the trends behind your review scores. Fix the root causes and your ratings follow.
Quickly. There’s no long implementation, surveys go live in minutes with ready-made CX templates and no-code tools, and our team guides your setup using your own scenarios, so most teams have their first feedback loop running within the first month.
Yes. Real-time dashboards let you analyse feedback by location, region, or team, so you can benchmark performance, spot the sites that need attention, and do more of what your best locations are getting right.
Yes. Salesforce, HubSpot, Microsoft Teams, Slack and Power Automate connect directly, and a full REST API with webhooks pushes feedback into your CRM, helpdesk, and operational tools, so insight lands where your teams already work.
Yes. SmartCX is built by SmartSurvey, which is ISO 27001 and Cyber Essentials Plus certified and GDPR compliant, with all data hosted exclusively in UK data centres. Surveys meet WCAG 2.2 AA accessibility standards, so every customer can be heard.
Yes. We run a hand-held trial in your own scenarios, so you see it working on your feedback before you commit. Book a 30-minute walkthrough and we’ll scope it together.