New
Guest feedback by Service Monitor
Your guests write one comment. Active Insight knows what to ask next.
Specific feedback ends the survey early. Vague feedback gets intelligent follow-up questions, not just one. Either way you get the full picture: rated topic scores, a same-day fix list, urgent alerts, and a ready-to-post review.
From £50 per site per month · Live in days · No long forms, ever
How Active Insight works
Every guest experience is unique, so your survey should be too.
The proof
One comment, full scorecard
Most surveys make guests rate a list of things they barely remember, or don’t much care about. Active Insight asks them to write what they noticed, and builds every score from their own words. Nothing is ever guessed. Topics the guest never mentions stay unscored, unless they matter to your business, in which case the survey simply asks. Every survey is bespoke, built around what matters to you.
S
Sarah · Table 12
Tuesday, 8.41pm
“Burgers were brilliant and Chloe looked after us really well, but we waited about 20 minutes for drinks and the ladies’ loo had no soap. Parked on the street so can’t comment on the car park.”
Recommendation score: 7 / 10 · Written in about 40 seconds
Auto-completed scorecard
No unnecessary questions asked
Food · taste and quality
Staff · friendliness and attentiveness
Drinks · speed of service
Toilets · cleanliness and supplies
Car park · arrival and access
Ambience · cleanliness and feel
Not mentioned · no score
Quick wins · tonight
No soap in the ladies’ and a 20-minute drinks wait, emailed to the duty manager at 8.43pm.
Team praise
“Chloe looked after us really well.” Captured word for word for the next team huddle.
Review, drafted
Written from Sarah’s own words and offered back to her to post in one tap. Never posted on her behalf.
No alert was sent for this one: nothing serious was mentioned, so no phones buzzed mid-service. Restraint is part of the product.
The follow-up engine
When a comment has no answers, the survey goes and gets them
“I didn’t like the food” tells you nothing you can act on, and when it arrives as an online review you cannot ask a single question about it. Active Insight reads the comment, spots the gap, and asks a short follow-up in the guest’s own language. This is a real exchange from a live survey:
Guest · recommendation score 1 / 10
I didn’t like the food
Active Insight
Which specific dishes did not meet your expectations?
Guest
The panini
Active Insight
What specifically did not work about the panini? Was it the quality, taste, temperature, or something else?
Guest
It didn’t have enough cheese in it. The cheese it did have tasted boring and plain.
What lands in the fix list
Panini: not enough cheese, and the cheese needs upgrading. The same survey also captured that guests want more choice of fillings. A one-star review would have told you none of this.
Every question is earned. Guests who write specific detail skip follow-ups entirely, nobody is ever asked about things they did not experience, and how deep the questioning goes is configurable for your business.
Experience AI-powered surveys in action
Trusted by award-winning operators
What you get with Active Insight
Critical issues flagged immediately
Broken lights
Slow service
Cleanliness
Staff
Customer service
Safety hazards
Hygiene issues
From alerts to strategic insights
Instant alerts for urgent issues. Monthly reports with AI-generated Key Strengths and Priority Areas. Analytics dashboard to track trends over time. After completing the survey, guests can share their feedback as a public review with one click.
Pricing and plans
Simple per-site pricing, with a free 30-day pilot on Core.
Pricing shown is for physical venues. For digital platforms, apps, and websites, contact us for custom pricing.
Monthly
Annual
Core
£
50
/ month per site
AI-adaptive questioning with intelligent follow-ups
Automated validation and quality checks
Unlimited survey responses
Monthly insights reports (PDF via email)
Email alerts for critical issues
One-click online review sharing
12 months data history
Expert UK-based support
Advanced
£
65
/ month per site
Everything in Core
Online analytics dashboard
Export and download data options
Unlimited user logins
Unlimited data history
Recommended
Complete
Custom pricing
Everything in Advanced
Custom survey design and branding
Survey prize draws and incentives
CRM integrations
EPOS integration for dish-level feedback
SSO/SAML authentication
Data API access
Dedicated account manager
Quarterly management summary and insights
Frequently asked questions
What is Active Insight?
Active Insight is an AI guest feedback platform for UK hospitality, leisure, and service businesses, built by Service Monitor. Guests score their visit and write one comment; the AI asks the right follow-up questions, scores every topic their words support, alerts managers to urgent issues, and offers every guest a ready-to-post review in their own words. It costs from £50 per site per month and goes live in days.
How can it score ratings the guest never gave?
What happens if a guest’s comment is vague?
How is it different from SurveyMonkey or Typeform?
How does Active Insight boost public online reviews?
Why should I pay for this when online reviews are free?
How do guests take part in the survey?
What happens when something serious is reported?
Is Active Insight GDPR compliant and secure?
Book a demo
Want to see how Active Insight works in practice? Book a 15-minute demo and we’ll show you how the adaptive surveys work, what insights you’ll get, and the best setup for your business.
© Service Monitor 2026. All rights reserved.