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Guest Satisfaction Score
Also known as: Customer Satisfaction Index, Guest Feedback Score
Measures the overall satisfaction of guests based on feedback collected through surveys and reviews during their stay.
Business Use Case
Executives use this score to identify areas for service improvement and enhance guest experience strategies.
Business Criticality
High
Journey / Navigation Area
Engagement
Owning Function
Data Architecture Team
Scope
Global
Formula
(Sum of Guest Satisfaction Ratings / Total Number of Responses) × 100Calculation Notes
Exclude responses with incomplete data; consider only verified stays.
Technical Details
Measure Typepercentage
Aggregation WindowTime based - Monthly
Events
SQL Queries
Google Analytics 4 (BigQuery)
-- ==========================================
-- 1. GOOGLE BIGQUERY SQL
-- ==========================================
SELECT customer_id, AVG(satisfaction_score) AS guest_satisfaction_score
FROM `your-project.crm.guest_feedback`
WHERE feedback_date BETWEEN DATE_SUB(CURRENT_DATE(), INTERVAL 30 DAY) AND CURRENT_DATE()
GROUP BY customer_idAdobe Experience Platform (AEP Query Service)
-- ==========================================
-- 2. ADOBE AEP QUERY SERVICE SQL
-- ==========================================
SELECT customer_id, AVG(satisfaction_score) AS guest_satisfaction_score
FROM crm.guest_feedback
WHERE feedback_date BETWEEN DATEADD(CURRENT_DATE, -30, 'DAY') AND CURRENT_DATE
GROUP BY customer_idSource Data
CRM
Dependencies
[ "Guest Feedback Submission", "Survey Completion Event" ]
Report Attributes
Location Stay Duration Room Type
Recommended Reporting Views
Views
Executive Summary DashboardCustomer Experience Dashboard
Segment Eligibility
true
Governance
Data Sensitivityinternal
Governance
Created bydevyendarm
Created on8/25/2026
Last modified bydevyendarm
StatusPUBLISHED
GitHub
View File on GitHub
catalog/kpis/guest-satisfaction-score.yml