Measure what travelers actually think — then use that data to improve every trip.
Collect post-trip feedback, measure NPS, manage reviews across platforms, and turn satisfaction data into operational improvements.
Customer satisfaction
The customer satisfaction module closes the feedback loop between service delivery and business improvement. Send customizable feedback forms after every trip, track NPS and ratings over time, and aggregate reviews from Google, TripAdvisor, Viator, and more into one dashboard. When a traveler is unhappy, the system flags it for immediate follow-up. When they are delighted, prompt them to leave a public review.
Automated feedback
Send satisfaction surveys automatically after every trip with customizable questions.
Review aggregation
Monitor and respond to reviews across Google, TripAdvisor, Viator, GetYourGuide, and more from one dashboard.
NPS tracking
Measure Net Promoter Score over time and identify trends by guide, destination, or season.
You hear about problems weeks later — and great feedback never makes it to the platforms that matter.
Most travel companies collect feedback informally or not at all. When they do, it is a generic Google Form that arrives too late for recovery. Public reviews are monitored sporadically across multiple platforms, and there is no connection between satisfaction data and operational decisions.
Post-trip feedback is collected manually or not at all. When surveys exist, response rates are low because they are sent too late and are not personalized.
Negative experiences are discovered through public reviews rather than private feedback — by which point the damage is done.
Reviews on Google, TripAdvisor, and Viator are monitored by different people with no centralized view or response strategy.
There is no way to correlate satisfaction with specific guides, suppliers, destinations, or seasons. Improvements are based on anecdotes, not data.
Happy travelers are not prompted to leave public reviews, so your best advocates go silent while unhappy ones post publicly.
Automated feedback collection, centralized review management, and data-driven improvement.
destinationlab sends personalized satisfaction surveys automatically after trip completion. Responses are analyzed for sentiment and NPS, with alerts for negative feedback triggering immediate follow-up workflows. Reviews from 10+ platforms are aggregated into one dashboard where you can monitor, respond, and track sentiment trends. Satisfaction data connects to guides, suppliers, and destinations so you can identify what is working and what needs attention.
Everything you need from customer satisfaction
Survey builder
Create feedback forms with rating scales, NPS questions, text fields, yes/no choices, and multiple-choice options. Customize the look, thank-you message, and social media prompts for happy travelers.
Review aggregation
Connect 10+ review platforms and pull all reviews into one dashboard. See ratings, sentiment, and response status across every platform without logging into each one.
Sentiment analysis
Automatic sentiment scoring on reviews and feedback. Flag negative sentiment for immediate attention and track sentiment trends over time.
NPS tracking
Measure Net Promoter Score continuously. Track NPS by guide, destination, season, or any other dimension. Set targets and monitor progress.
Recovery workflows
When a traveler gives negative feedback, automatically create a follow-up task, alert the team lead, and trigger a recovery email. Resolve issues before they become public reviews.
Social proof prompts
When a traveler gives positive feedback, the thank-you page suggests leaving a review on Google or TripAdvisor with a direct link. Convert satisfied customers into public advocates.
Get started with customer satisfaction
Create your feedback form
Design your survey with the questions that matter most — overall rating, NPS, guide rating, specific service quality, and open-text feedback.
Configure automation
Set surveys to send automatically after trip completion. Define the timing, the email template, and any follow-up reminders for non-respondents.
Connect review platforms
Link your Google Business, TripAdvisor, and other review platform accounts. Reviews sync automatically and appear in your centralized dashboard.
Monitor and improve
Review satisfaction trends by guide, destination, and season. Use negative feedback alerts for immediate recovery and positive feedback prompts to generate more public reviews.
Built for teams that need customer satisfaction
Service recovery before public reviews
A traveler rates their trip 2/5 in the automatic survey. Within minutes, the operations manager has a task to call them. The issue is resolved privately, and what could have been a 1-star Google review becomes a grateful reply.
Guide performance evaluation
Track satisfaction scores per guide over time. Identify top performers for bonuses and guides who need coaching, all based on actual traveler feedback rather than assumptions.
Seasonal quality monitoring
Compare satisfaction scores between high season and low season. Identify if quality dips during peak periods and adjust staffing, supplier selection, or trip design accordingly.
“We went from checking TripAdvisor manually once a week to having every review from every platform in one place. The negative feedback alerts alone saved us from at least a dozen bad public reviews.”
¿Listo para optimizar sus operaciones turísticas?
Inicie su prueba gratuita de 14 días hoy. Sin tarjeta de crédito. Acceso completo a todas las funciones.