Response to negative online reviews

Dear Sir / Madam,

Thank you very much for participating in this academic research to the influence of responding to negative online reviews on the loyalty of guests from fine dining restaurants in Amsterdam.

This research is executed as a final management project of project for the international hospitality management school at Stenden University of applied sciences.

Furthermore this research is fully anonymous and the data will not be used for any further project.

By filling out this 5-10 minute survey, you will help us obtain the very best and most significant results.

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1

Did you ever visit a fine dining restaurant in Amsterdam?

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2

Gender

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3

age

in numbers
4

Nationality

Full country name
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5

I expect a response within 24 hours from the company when I have posted a negative review online

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6

If I receive a response to my posted negative online review after more than one week I do consider this as weak from the companies side

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7

Negative online reviews are more urgent and do require a faster response than neutral or positive online reviews

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8

A negative review posted on an online source needs a quicker response as a negative review posted on an offline source

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9

I expect a response on negative online feedback in the same language as the review has been written in

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10

Grammatical mistakes within a response on a negative online review do harm the company

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11

A response to a negative online review should always include a signature with position from the respondent

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12

A response to negative online feedback has to show empathy

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13

A response to a negative review should always be moved to an offline source (e.g. rather phone or e-mail than directly responding on an online platform)

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14

In case a phone number is known a company should always respond via phone instead of online

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15

The response strategy in terms of source (platform, phone, email, or online) should differ per online platform (e.g. Google, TripAdvisor etc.)

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16

Negative online feedback management by phone should always be handled by the opposite gender

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17

Negative online feedback always needs to be handled by the same position within a company. (for example always by the F&B manager)

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18

When a fine dining restaurant offers complimentary goods or services, this company has to offer this to every negative online response

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19

A response to negative online reviews should always have the same structure and length

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20

Standardized responses are more effective than responses which differ a lot in content

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21

Offering complimentary goods and services is the most important treat to recover the confident of guests

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22

In case of a negative online review a company should always refund the entire amount of goods and services of the last visit

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23

Offering complimentary goods or services is a more effective way of complaint management as offering money to the guest

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24

Offering only discount as compensation for a negative online response does not help to restore guests confident in the company

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