Surveys in TrustYou's Customer Experience Platform (CXP) are designed to help hospitality businesses collect and analyze direct guest feedback. By default, all Survey responses stay internal, visible only within the Organization that created them. This ensures that guest feedback remains secure and accessible only to authorized users.
However, for certain post-stay questions, TrustYou lets you opt in to a setting called Impacts your KPIs and appears in widgets. Turning this on for a question lets its responses also contribute to other performance dashboards and marketing widgets, providing a broader and more strategic view of guest sentiment.
Benefits
Privacy-first design: Keeps guest feedback internal by default.
Controlled visibility: You choose, question by question, what feeds into your KPIs and widgets.
Enhanced analytics: Opted-in questions enrich your dashboards and marketing widgets with authentic guest responses.
Feature Details and Explanation
Default Behavior: Internal Responses
Survey responses stay internal by default. They are visible only to users within the Organization and appear in:
Inbox
Survey Review Dashboard
Survey Statistics Dashboard
These responses are never accessible to other Organizations, even when comparing Entities in competitor or benchmark views.
Opting In: Impacts Your KPIs and Appears in Widgets
For Organizations collecting post-stay feedback, it's possible to turn on Impacts your KPIs and appears in widgets for selected questions, if they align with typical online review content. These include:
Overall Score
Impact:
Reviews Dashboard
Competitors Dashboard
Benchmarks Dashboard
Goals Dashboard
Enabling this setting allows direct feedback scores to be included in dashboards typically driven by online review data, enriching performance comparisons and goals tracking.
Review Title
Impact:
Does not affect dashboards.
Appears only in marketing widgets such as the Survey Widget and Meta Review Widget.
This field is useful for showcasing guest highlights or testimonials in visual elements on your website.
Review Text
Impact:
Sentiment Dashboard
Competitors Dashboard
Benchmarks Dashboard
Goals Dashboard
Enabling this setting allows the guest's written feedback to influence sentiment analysis and be considered in comparative and goal-based dashboards.
🔐 Note: Even when this setting is enabled, the data remains within the Organization. No other Organization can view these responses, even when evaluating your Entity in a competitor or benchmark context.
Visibility in Widgets
Responses to the Overall Score, Review Title, and Review Text questions with this setting enabled will also appear in:
Survey Widget
Meta Review Widget
These widgets are ideal for showcasing positive guest feedback and strengthening online reputation and trust.
Enabling the Setting
To turn this on for a question, navigate to Survey Manager > Survey > Questionnaire and open the Rules step. If you have added a question with a purpose of Overall Score, Review Title, or Review Text, you will find the following toggle option within the Rules step: "Impacts your KPIs and appears in widgets". Enable this toggle to include the question's responses in your KPIs and widgets.