Overview
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 are private and only visible within the Organization that created them. This ensures that internal feedback remains secure and accessible only to authorized users.
However, TrustYou offers the ability to make specific Survey questions public—particularly when the Survey is post-stay and comparable to online reviews. This optional setting allows responses to selected questions to contribute to other performance dashboards and widgets, providing a broader and more strategic view of guest sentiment.
Benefits
Privacy-first design: Keeps sensitive guest feedback internal by default.
Controlled visibility: Organizations choose what data becomes public—offering transparency without compromising security.
Enhanced analytics: Public questions enable Organizations to enrich their dashboards and marketing widgets with authentic guest responses.
Feature Details and Explanation
Default Behavior: Private Surveys
Survey responses are private 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.
Custom behavior: Public Questions
For Organizations collecting post-stay feedback, it is possible to make selected questions public if they align with typical online review content. These include:
Overall Score
Impact:
Reviews Dashboard
Competitors Dashboard
Benchmarks Dashboard
Goals Dashboard
This question 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
Making this question public allows the guest's written feedback to influence sentiment analysis and be considered in comparative and goal-based dashboards.
🔐 Note: Even when questions are made public, 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
Public responses to the Overall Score, Review Title, and Review Text questions will also appear in:
Survey Widget
Meta Review Widget
These widgets are ideal for showcasing positive guest feedback and leveraging direct responses to strengthen online reputation and trust.
Making Questions Public
To make a question public, 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: "Public question: responses will be included in widgets". Enable this toggle to make the question public.