Two studies addressed format issues in the design of hotel guest surveys. The first study indicated that a space for commentary was a positive incentive for return among 600 guests at a resort hotel. An unstructured space for comment elicited more comments than a structured space. A second study showed that, when space for comment was provided, longer lists of objective rating items brought about higher return rates (5, 10, and 15 Likert items). As more rating items were provided, the number of comments declined.
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