Feedback Matters
Claim This Podcastby GuestInsight/Database Sciences
Podcast Authority
Beta
Podcast Overview
<p>Welcome to Feedback Matters, the podcast dedicated to the art and science of listening to your guests/customers. Join us as we break down:</p> <p>Consumer Behavior: Exploring the intersection of loyalty, guest/customer experience, and the power of online reviews.</p> <p>Survey Design: Best practices for gathering high-quality, actionable data.</p> <p>Data Analytics: Modern strategies to turn feedback into meaningful insights.</p> <p>Master the art of listening to your guests/customers—one episode at a time.</p>
Language
🇺🇲
Publishing Since
8/19/2021
Unlock The Full Podcast Authority Score Report
See how your podcast performs across key metrics
Podcast Authority
BetaRecommendations available
Unlock the full report to see detailed tips
Recommendations available
Unlock the full report to see detailed tips
Unlock comprehensive insights including:
- • YouTube presence analysis
- • Social media reach metrics
- • RSS compliance scoring
- • Podcast 2.0 features
- • Technical standards
Detailed Analytics
- Complete breakdown of all 19 authority metrics
- Personalized recommendations for each metric
- Industry benchmarks and comparisons
- Technical RSS feed analysis and compliance scoring
Growth Strategies
- Step-by-step action plans for improvement
- Quick wins to boost your score immediately
- Pro tips from successful podcasters
See how your show performs across every key metric
High authority scores make your podcast more attractive to industry leaders and influencers who want to appear on credible shows.
Sponsors look for podcasts with proven authority and engagement. Your score demonstrates your podcast's value to potential partners.
Understanding your strengths and weaknesses helps you make data-driven decisions to expand your listener base effectively.
1 verified contact email on file for Feedback Matters
Pitch yourself as a guest, propose sponsorships, or reach out directly to the host.
Recent Episodes
July 6, 2026
So Close To Nailing It!
Can a simple haircut follow-up survey teach us something about customer feedback? Absolutely. In this episode of So You Want My Feedback, we step outside the hospitality industry to review the follow-up email and survey from a regional hair salon. While the business isn’t a hotel or restaurant, the customer experience principles are exactly the same. Jeff and Rich walk through the entire feedback journey—from the email invitation to the private survey and review request—and discuss what works, what could be improved, and why even well-designed feedback programs often miss opportunities because of small details. Among the topics we discuss: * The difference between public reviews and private feedback * Why wording matters in survey invitations * How businesses unintentionally reduce survey participation * The importance of signing follow-up emails and making them feel personal * Missed opportunities to promote mobile apps * A clean, responsive survey interface that gets many things right * Why the feedback loop often receives less attention than other parts of the customer experience Whether you work in hospitality, retail, personal services, healthcare, or any customer-facing business, this episode offers practical ideas you can apply to your own feedback process. If you enjoy these real-world critiques, be sure to subscribe for more episodes of Feedback Matters and So You Want My Feedback, where we review actual customer surveys and feedback requests to help businesses create better customer experiences.
April 30, 2026
Would You Be Completely Candid?
What one small detail in a restaurant survey reveals about anonymity and guest feedback. In this episode of So You Want My Feedback?, we review a restaurant survey sent after a recent dining experience—and quickly uncover a small detail that could have a big impact on the feedback it receives. From how the survey frames its opening question to how it handles guest identity, we break down what works, what doesn’t, and what it may be doing to limit honest responses. If you’re collecting guest feedback, this is a reminder that how you ask… matters just as much as what you ask.
April 3, 2026
Don't do this to your guests. - So You Want My Feedback Episode 18
When Guest Surveys Go Wrong: A Masterclass in "Worst Practices" What happens when one of the world’s biggest hotel brands sends a guest survey that is confusing, repetitive, and mathematically impossible? In this episode of "So You Want My Feedback", Jeff and Rich break down a recent post-stay survey from a major global hotel flagship that misses the mark at nearly every turn.In this episode, we discuss: The "Zero Percent" Paradox: How a survey can tell you you've completed 0% of the task after you’ve already provided your primary rating. The Yes/No Rating Trap: Why asking a guest to "rate" a binary event (like whether they were recognized as a loyalty member) is a fundamental design flaw. The Missing Middle: The dangers of using a four-point scale that forces guests to be either positive or negative, with no room for a neutral middle ground. Survey Fatigue & Redirection: The frustrating experience of being redirected to a second, unannounced "brand survey" just when you thought you were finished. Jeff also shares his experience using the hotel's digital key—one of the few highlights of the stay—and how the survey failed to capture that nuance effectively. Key Takeaway: A survey is an extension of the guest experience. If the survey is "mailing it in," the guest feels it. Chapters: 0:00 - Introduction: A stay at a major global flagship 1:30 - The Email: Missing signatures and "Very Poor" scales 5:10 - The 0% Completion Metric frustration 9:20 - Rating a Yes/No question? 14:00 - The $2 Water Bottle Dilemma 18:30 - The "Secret" Second Survey 22:00 - Why Midpoints Matter in Scale Design 26:00 - Final Verdict: A "Shocking" Lack of Best Practices About the Podcast: Feedback Matters by GuestInsight explores the world of guest experience, survey design, and actionable feedback. Hosted by Jeff Robbins and Rich Raffel, we draw on 25+ years of experience to help businesses elevate the guest journey. About the Series: So You Want My Feedback is our ongoing look at how hotels and other hospitality brands handle guest feedback — from post-stay survey critique to full hotel survey review. Each episode breaks down real examples, highlighting what works, what doesn’t, and what these choices reveal about guest feedback analysis, survey design, and the overall guest experience. And while hospitality is our focus, we occasionally review customer experience surveys from non-hospitality businesses as a point of comparison — because the contrast is often just as illuminating.
37 total episodes available
Deep-dive analytics for Feedback Matters
Frequently asked questions
Have a different question and can't find the answer you're looking for? Reach out to our support team by sending us an email and we'll get back to you as soon as we can.
- What is Feedback Matters?
<p>Welcome to Feedback Matters, the podcast dedicated to the art and science of listening to your guests/customers. Join us as we break down:</p> <p>Consumer Behavior: Exploring the intersection of loyalty, guest/customer experience, and the power of online reviews.</p> <p>Survey Design: Best practices for gathering high-quality, actionable data.</p> <p>Data Analytics: Modern strategies to turn feedback into meaningful insights.</p> <p>Master the art of listening to your guests/customers—one episode at a time.</p> - How often does this podcast release new episodes?
This podcast updates bi-weekly.
- Where can I listen to this podcast?
This podcast is available on 6 platforms including Apple Podcasts, Spotify, and more. You can also use the RSS feed directly.
- Does this podcast accept guests?
Information about guest appearances is not available.
Legal Disclaimer
Pod Engine is not affiliated with, endorsed by, or officially connected with any of the podcasts displayed on this platform. We operate independently as a podcast discovery and analytics service.
All podcast artwork, thumbnails, and content displayed on this page are the property of their respective owners and are protected by applicable copyright laws. This includes, but is not limited to, podcast cover art, episode artwork, show descriptions, episode titles, transcripts, audio snippets, and any other content originating from the podcast creators or their licensors.
We display this content under fair use principles and/or implied license for the purpose of podcast discovery, information, and commentary. We make no claim of ownership over any podcast content, artwork, or related materials shown on this platform. All trademarks, service marks, and trade names are the property of their respective owners.
While we strive to ensure all content usage is properly authorized, if you are a rights holder and believe your content is being used inappropriately or without proper authorization, please contact us immediately at hey@podengine.ai for prompt review and appropriate action, which may include content removal or proper attribution.
By accessing and using this platform, you acknowledge and agree to respect all applicable copyright laws and intellectual property rights of content owners. Any unauthorized reproduction, distribution, or commercial use of the content displayed on this platform is strictly prohibited.