In my previous post, I discussed some key areas of improvement for Mandalay Bay Casino’s confirmation email trigger. Four days after my stay, I received the following email for a guest survey. In the confirmation email, there was no branding and no design. Here they went a different route with what looks like a big image (though the copy is actually text).
While it’s good that they are trying to incorporate some branding, this email could benefit from some adjustments:
1. Branding: In the confirmation email there was zero branding and here it is more design heavy. I would like to see some brand consistency across their emails. For this one, the header section with the photo of the hotel, the hotel name, and the ‘Thank You…’ takes up too much space for what it is trying to accomplish.
2. Design: I don’t feel this email is too inviting. They are requesting my time for a guest survey, but the white on black and overall dark theme isn’t doing it for me.
3. Call to Action: The main goal of this email is for me to click through and take the survey. Below the signature (not in the screen grab above) they had a ‘Take the Survey’ button which was nice, but it was pretty far down. Plus, the long URL in case I need to copy and paste does not look too inviting. I would have a simple ‘click here to start the survey’ text link in the body copy, plus would move the button up to a more prominent position. I think this email could benefit from a completely different architecture, but without changing much, these small adjustments would help.
At least they are asking for customer input. With several great hotels to choose from in Vegas, it’s key to keep making improvements to the customer experience. One email I did not receive though was a Thank You for Staying with Us message. This would have been a great opportunity to extend the customer experience, and to let me know about upcoming events, special offers, other properties, and more.
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