The psychology behind the guest feedback – Why guests rate the way they do

What drives a guest to press a smiley, neutral, or angry face in the moment? In this webinar, Avius CEO Ben Story and guest experience expert Josh Liebman unpack the psychological, emotional, and situational triggers behind instant guest feedback.

Drawing on over 20 years of Avius data collected from millions of touchpoints across the globe, we’ll explore what guests are really thinking and feeling when they rate their experience—whether it’s joy, frustration, unmet expectations, or a single standout moment. This session will help you decode feedback at a deeper level and turn fleeting interactions into lasting improvements across your attraction.

The experts will cover below topics and more:
1. 20 Years of data: What we’ve learned from millions of guest interactions
2. Hidden influences: The behavioural science behind the answers
3. What your ratings reveal: Operational strengths & blind spots
4. Turning insight into meaningful actions

Time and date:
18th June 2025, Wednesday
17:00-18:00 London / 12:00-13:00 New York

Register if you can't join but still would like to watch the replay.

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