Ask how it went, and know which stay they mean
Branded surveys customers answer in under a minute, on your domain or ours. Every CSAT, NPS or effort score lands with the ticket, chat, call, agent and channel it was about, and fatigue caps make sure nobody is asked twice in a week.
Visual builder with branching ✦ Hosted on your own domain ✦ Single-use invite links
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Route a low score to "what went wrong?" and a high one straight to thanks
Drag question steps onto a canvas and connect branches by answer or score range. Every step also has an Any other answer route that catches the rest, the builder blocks loops, and the flow check tells you exactly what to fix before you publish. Questions can go inactive without deleting their history.
- Seven question types. CSAT, NPS 0 to 10, Customer Effort, stars, thumbs, open text and multiple choice.
- Scale label sets. Form-level meanings so every scale question reads the same.
- Versioned publishing. Each response records the version it answered.
Built so every score means something
Tie every answer to its interaction
Invites carry the ticket, chat or call, the channel, the agent, the team and the trigger event. Scores roll up to the conversation and the person it was about.
Learn moreHost it under your brand
Your logo, accent colour and brand name on a mobile-first page, one question per step, on feedback.yourhotel.com with SSL provisioned for you.
Learn moreNever over-survey a customer
Fatigue caps hold back invites beyond your limit per customer per window. Invite links are single-use and expire, so a forwarded link cannot be answered later.
Learn moreRead it by agent, channel and team
Trends, completion rate, average scores, NPS breakdown and per-question distributions on the Overview tab, CSV with one column per question, and Ask AI for the rest.
Learn moreA page that looks like yours, because it is
One question per step, large touch targets, a progress bar and a back button, designed for phones first. Your logo, accent colour and brand name are on it, and different endings can show different messages or redirect wherever you like. Connect a domain, add two DNS records, verify, and Lodgestory provisions SSL.
- Progress saved step by step. Drop-offs keep their partial answers and are marked abandoned after your window.
- Validated end to end. Submissions are checked against the published flow.
- One domain per workspace. The root serves a default survey; each live survey has its own path.
Verified · SSL provisioned automatically
How was your stay with us?
Average is a number. By agent is an answer.
Because every invite carries the interaction it relates to, the Overview tab breaks scores down by agent, channel and team, and the Responses list filters the same way. Trends, completion rate, NPS breakdown and per-question distributions sit on one tab; any view exports to CSV with one column per question.
- Your own metadata too. Attach any shape, such as a property id, and it appears in exports and webhooks.
- Ask AI. "Average CSAT by agent this month" works once responses exist.
- Webhooks. Subscribe to survey.response_submitted and push every response into your stack.
By agent
Recent responses
One link per customer, answered once, never too often
Mint an invite from the Responses tab or from your own systems through the API, with the context attached. The link is shown once, can only be answered once, and expires after seven days by default. If the customer already had their share of invites in the rolling window, the invite is held back and the API says until when.
- Report sent and delivered from your system so response-rate analytics stay accurate.
- Public link for QR codes with rate limits, hidden bot traps, per-network caps and optional human verification.
- Headless if you want. Fetch the form definition, render it yourself, submit responses by API.
Invite links
Sent where the conversation happened
A ticket closes, a chat resolves, a call ends, and the invite goes out on the channel the customer used: a WhatsApp message, an email, an SMS, or a QR code at reception for walk-ins. The survey page opens in the phone's browser, remembers progress, and the score is on the ticket before the customer has put the phone down.
- Any channel. You send the link; the page is the same everywhere.
- Any workspace member can design surveys, send invites and read results.
- Live usage meter for active forms and monthly responses on the Surveys page.
Scores landing
Go deeper
Everything surveys are made of
CSAT in the channel
A score after every resolved ticket, chat or call, tied to the agent and the conversation, trended by week.
Learn moreAdvanced builder
Seven question types, branches by score or answer, label sets, versions, public links and anti-abuse controls.
Learn moreSurveys API and webhooks
Create invites, report delivery, submit and read responses, and receive every completed response as it lands.
Learn moreIn practice
From a closed ticket to a trend you can act on
A maintenance ticket closes and the invite goes out on WhatsApp with the ticket, the agent and the channel attached. The guest scores it a 2, the branch asks what went wrong, and "Cleanliness" lands on the ticket with the open-text answer. By Friday the Overview tab shows the score by agent and by property, the ops lead exports the CSV, and the next invite to that guest is held back until the week is up.
Honest numbers, protected pages
Published versions freeze the wording so trends stay comparable, responses are deduplicated by design, and public links are guarded by rate limits, hidden bot traps and per-network caps. Respondents never need an account, and consent is stored with every response.
Visit the trust centerGuides for the team that asks the questions
Pick a template, add a branch, publish v1, mint an invite and watch the response land.
Host every survey on feedback.yourhotel.com.
Trigger surveys from your own systems and read the results back.
Ready to hear how it really went?
Pick the CSAT or NPS template, publish it, and send the first invite from a real conversation today.
Questions, answered
The things teams ask before they start measuring.
A full survey product inside Lodgestory: a visual builder with branching, hosted response pages under your brand, single-use invite links, an evergreen public link, analytics, CSV export, webhooks and a partner API. Every response records the ticket, chat, call, agent, channel and trigger event it was about.
CSAT, NPS on a 0 to 10 scale, Customer Effort, star ratings, thumbs up or down, open text and multiple choice. A scale label set gives every scale question the same meanings, such as 1 for very poor and 5 for excellent.
Three ways. A single-use invite link minted for one customer and interaction, sent over WhatsApp, email, SMS or your own systems. An evergreen public link, ideal for a QR code at reception. Or fully headless through the API, rendering the questions in your own interface.
Yes. A workspace-wide fatigue cap limits invites per customer in a rolling window, two per seven days by default. Invites beyond it are held back and never sent, and the API tells you when the customer becomes eligible again. Invite links are single-use and expire, seven days by default.
Yes. Connect one domain per workspace, such as feedback.yourhotel.com, add two DNS records, click verify, and Lodgestory provisions SSL automatically. The domain root can serve a default survey and each live survey gets its own path.
Edits stay in your draft until you publish. Publishing freezes the exact wording and flow as a new version, and each response records the version it answered, so historical trends stay honest when you rewrite a question.