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.
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 to unlock this feature.
Learn moreWhy 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.
Set up guest surveys in Venue Manager
You can set up guest surveys directly from Venue Manager:
Go to Guests > GX Score > Settings.
- 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.
- Public reviews — prompt happy guests to leave a Google or Facebook review.
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Notifications — set daily, monthly and instant response alerts.
Select Preview at the top right to see how it works.
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.
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 anytime in Venue Manager, explore deeper insights with ROLLER iQ, or monitor feedback for all your locations 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.