--- title: "Get started with guest surveys" slug: "get-started-with-guest-surveys" updated: 2026-06-16T16:39:08Z published: 2026-06-16T16:39:08Z canonical: "mysupport.roller.software/get-started-with-guest-surveys" --- > ## Documentation Index > Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt > Use this file to discover all available pages before exploring further. # Get started with guest surveys Automatically collect, analyze, and act on guest feedback with guest surveys. In a few clicks, unlock valuable insights, including your venue’s aggregated Guest Experience Score (GX Score), to inform decisions that drive repeat visitation and business growth. ![gxswidget.png](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/12414588044687.png) > [!CAUTION] > **Available on all plans (except Legacy)** > > Grow your business with guest surveys. If you're on a Legacy plan, contact your customer success manager or the [support team](/v1/docs/contact-roller-support) to unlock this feature. > > [Learn more](https://www.roller.software/features/guest-feedback-software/) ## Why use guest surveys? - **See what guests really think** — Get direct feedback on service, cleanliness, facilities and value. - **Spot trends and take action** — Discover what keeps guests happy and where there’s room to improve. - **Share it easily** — Customize your survey and set it to automatically send via email after a guest visit, URL or QR code. ROLLER handles the rest. > [!NOTE] > Enable guest surveys to unlock AI-powered insights with [ROLLER iQ](/v1/docs/get-started-with-roller-iq). As guest feedback and your Guest Experience Score (GX Score) start to build, iQ can analyze the results, answer your questions about guest sentiment and highlight the trends driving satisfaction and repeat visits. ## Set up guest surveys in Venue Manager You can set up guest surveys directly from Venue Manager: 1. Go to **Guests** > **GX Score > Settings**. 2. Customize your survey: - **Survey color scheme** — choose your theme. - **Rating factors** — select at least three per category for service, cleanliness, facilities and value. - **Additional question** — add additional pre-written questions to gain deeper insights (one is shown per guest at random if adding more than one of these questions). - **Incentive** — add a discount code to reward guests for completing the survey. - **Notifications** — set daily, monthly and instant response alerts. 3. Select **Preview** at the top right to see how it works. 4. Turn on **Auto-send surveys by email** or **Accept URL/QR code responses** to start collecting feedback. Once active, ROLLER automatically sends surveys to the booking holder's email address after each visit and calculates your GX Score. ![](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/14321469285135.png) ## How guest surveys work Guest surveys measure how guests felt about their experience. A higher GX Score means guests had a great time; a lower score highlights areas to improve. Each survey includes a 5-star rating: - **Fans** (4 or 5 stars) - **Critics** (3 stars or fewer) You can [view and monitor guest feedback](/v1/docs/analyze-your-guest-survey-responses) anytime in Venue Manager, explore deeper insights with [ROLLER iQ](/v1/docs/get-started-with-roller-iq), or [monitor feedback for all your locations from HQ](/v1/docs/monitor-the-gx-score-for-your-venues-from-hq) if you manage multiple venues. ## How the GX Score is calculated GX scores range from –100 to 100. The formula is: **GX Score = % of Fans – % of Critics** **Examples** - 90% fans – 10% critics = GX Score 80 - 10% fans – 90% critics = GX Score –80 ## When are surveys sent to guests? If auto-send surveys by email is enabled, ROLLER automatically sends the survey to the booking holder after their visit: - **Session passes:** 1 hour after the session ends - **Standard or membership passes:** 5 PM (venue’s local time) on the day of redemption Surveys are **not emailed** to the booking holder if: - The booking was canceled, rescheduled or not checked in at POS. - There’s no booking holder email for the booking. - The survey limit has been reached. - The guest opted out of marketing emails and that exclusion is enabled in your GX Score settings (you'll see this option once you enable **Auto-send surveys by email)**. You can also manually collect feedback by sharing your survey URL or QR code in your venue. ![](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/14321081742991.png) ## Learn more - [Set up and share your guest survey](/v1/docs/set-up-and-share-your-guest-survey) - [Get started with ROLLER iQ](/v1/docs/get-started-with-roller-iq) - [Analyze your guest survey responses](/v1/docs/analyze-your-guest-survey-responses) - [Use the guest insights dashboard](/v1/docs/use-the-guest-insights-dashboard) - [Monitor the GX Score for your venues from HQ](/v1/docs/monitor-the-gx-score-for-your-venues-from-hq) - [Subscriber opt-in](/v1/docs/subscriber-opt-in) ## Related - [Sign in to ROLLER](/sign-in-to-roller.md) - [Set up and share your guest survey](/set-up-and-share-your-guest-survey.md) - [Permissions by feature and role](/permissions-by-feature-and-role.md) - [Analyze guest survey responses](/analyze-your-guest-survey-responses.md) - [Use the guest insights dashboard](/use-the-guest-insights-dashboard.md)