Hi Lorna,
The ongoing silence to this thread suggests to me that maybe nobody has yet ventured into this in any formal way. Personally I hate customer satisfaction surveys like the plague. Having said this, I often ask one-off or occasional hirers "Was everything alright?" when (or if) I see them at the end of their booking. And when encountering a regular hirer in person, I may ask them "How's it going?"
Occasionally I've had hirers volunteer feedback on their own initiative. Not so long ago I had a very nice thankyou card from a regular hirer when they finished using us, others may send Christmas cards with appreciative comments, and some of the feedback is, of course, constructive criticism - which I always try to address and do something about.
The problem I have with formal surveys is that they proliferate the excessive quantification of the quality of people's work. In the end of the day, if I keep getting new prospective hirers to contact me on the basis of our place having been recommended by existing or former hirers, then I know that I'm doing something right, even if my customer satisfaction survey average rate may have dropped from 4.3 to 3.9 out of 5.
Best wishes,
Klaus Huber
Resident Warden, Bradford on Avon