Guest surveys help you understand how guests feel about their experience at your venue — what they loved, what could be better, and how to keep them coming back.
You’ll get feedback that’s automatically connected to your sales and booking data in ROLLER, so you can see what guests thought of specific products, sessions or experiences.
Why use guest surveys?
- You’ll see what guests really think. Get direct feedback on the things that matter most: service, cleanliness, facilities and value.
- You can spot trends and take action. Discover what keeps guests happy and where there’s room to grow.
- You can share it easily. Customize your survey and choose how to share it — email, URL or QR code. ROLLER handles the rest.
How guest survey scores work
Guest surveys measure how your visitors feel about their experience using a simple Guest Experience Score (GX Score) system. A high score means most guests had a great time. A lower score shows there’s room to improve.
Each survey includes a 5-star rating. Based on that, guests are labeled as either:
- Fans (4 or 5 stars)
- Critics (3 stars or fewer)
How the Guest Experience Score is calculated
Guest survey scores can range from -100 to 100. The formula is:
Score = % of Fans – % of Critics
Example:
- 90 fans, 10 critics → Score = 80
- 10 fans, 90 critics → Score = -80
When are surveys sent to guests?
ROLLER automatically emails tickets to guests after their visit based on the type of ticket they redeemed.
- Session passes: Sent 1 hour after the session ends.
- Standard and membership passes: Sent at 5pm (local time) on the day of redemption.
Surveys are not sent if:
- The booking was cancelled, a no-show, or rescheduled.
- There's no guest email on the booking.
- You've reached the maximum number of surveys per guest (as set in GX Score settings).
You can also manually collect feedback by sharing a survey URL or QR code within your venue.