It seems like your business is doing well, and a hearty congratulations on that. However, all it takes is a slight slip in service to generate a few negative reviews that ultimately damage the credibility of the business. A bad experience on a Monday can hit the internet by a Tuesday and lead guests to change their mind about staying with you by Wednesday. Furthermore, guests may be reasonably content with the property, but have no intention of returning, in this case guest satisfaction would be reasonably high, but we wouldn’t know how to ensure a continued stream of guests.
You can maintain your position at the top by continuously and meticulously monitoring guest satisfaction. A guest satisfaction survey allows you to quickly take action when standards start to slip, which is likely months before the first complaint is received. As the old adage says, an ounce of prevention is worth of pound of cure.