Guest Satisfaction Surveys: Deliver Better Experiences

Transcription

1 Guest Satisfaction Surveys: Deliver Better Experiences

2 Don t audit your guests. Understand their experience. 1

3 We re Seeing an Increase in Response Rates Traditional guest surveys 5-15% response rate New generation guest surveys 10-35% response rate 2

4 Benefits of New Generation Guest Surveys Create dynamic guest surveys that provide actionable insight while allowing guests to engage with you. Generate higher response rates to surveys. Respond simply and efficiently to guests who provide feedback. Act on feedback thanks to detailed insight received in real-time. Unify guest feedback management (surveys and online reviews) in one process and tool. Increase review volume across multiple channels. Gather valuable competitive insight. Reduce negative reviews while increasing rankings on TripAdvisor and other review sites. 3

5 Create & Send Flexible Surveys with Ease A powerful and flexible system providing deep insights into guests experience using customizable instay and post-stay surveys. Easy-to-configure, automated distribution of guest surveys that will allow you to increase survey response rate. 4

6 Help Staff Focus on Priorities Create customized views and automated reporting with only the most relevant insights for each role within the organization. Understand at a glance what are the key drivers impacting guest satisfaction the most and where you need to prioritize action. 5

7 Drill Down to Understand the Detail Advanced question logic lets you show or hide questions based upon a guest s previous response, enabling more detailed feedback in specific areas. Sentiment analysis categorizes positive and negative comments, providing detailed insight to make operational and service enhancements. 6

8 Gain Valuable Competitive Insight Benchmark your performance against other properties within your group with internal rankings. Clients who agree to share their NPS results will also be able to view the NPS results of competitors who have also chosen to participate in the program. 7

9 Turn Insight into Action Follow-up on guest feedback by creating & assigning cases to ensure issues don t go unfixed. Advance filters allow users to create custom automated alerts that ensure action while guests are still on property, which can reduce negative online reviews. 8

10 Drive Review Volume on Key Channels Choose where to build review volume and freshness by implementing a review collection program from your post-stay survey: TripAdvisor Review Collection Program Google Review Collection Widget HolidayCheck Review Collection Program 9

11 Review Collection Drives Positive Results Research from TripAdvisor proves that partners typically see 40% more reviews per month when partnering with ReviewPro for TripAdvisor review collection. 10

12 Review Collection Drives Positive Results Reviews from guest satisfaction surveys generate an average 4-6% higher average rating, although this will vary by brand and chain. 11

13 Optimize Management Response Strategy Evaluate performance in terms of volume & speed. Prioritize responses based on rating types or NPS (promoters, passives or detractors). Useful widget shows results of question asking whether the guest found the manager s response useful or not. 12

14 Use In-stay Surveys to Allow Service Recovery Check in with guests while they are still on property to identify the need for service recovery. Choose the most suitable way of promoting the short survey (sent by , included in a pop-up when guests connect to the hotel Wi-Fi for the first time etc.) Take corrective action before guests check out to help improve satisfaction & reduce negative online reviews. 13

15 Available in the ReviewPro Mobile App Our app empowers your team to focus on what will most positively impact and improve guest experience. Access real-time performance metrics, prioritize where you need to take action and engage with guests while on the go. 14

16 Auto Case Management Automatically assign cases based on specific guest feedback from online reviews or surveys (whether in-stay or post-stay) to increase staff efficiency, ensure issues don t go unfixed, and improve the guest experience. 15

17 Client Success

18 Customer Success Story Feedback from all channels Surveys being used for post-stay, call center and product improvement concepts. Increased review volume on TripAdvisor Participate in TripAdvisor s Review Collection Program & have seen +200% increase in review volume. Increased rankings on TripAdvisor Average TripAdvisor ranking for 28 hotels increased from an average rating of 3.5 to above a 4-star rating. Cultural change Implemented process changes that significantly improved entire team s involvement in Guest Experience Project. One of our biggest wins is that TripAdvisor performance has improved dramatically. Peter Stack Regional Operations Manager 17

19 Customer Success Story Response rate: Increased from 8% to above 20% The hotel group totally revamped their survey design using question logic. They had a very clear idea of what they wanted to ask guests. Customers can now complete the survey within 2 minutes. Only 2 mandatory questions (overall experience & NPS ). Guest Satisfaction Survey 18

20 Why Our GSS Is Different Best-of-class ORM & GSS with integrated processes & reporting. Advanced semantic analysis, providing actionable insight. Flexible survey builder with multiple survey capability in multiple languages. Surveys optimized for mobile devices & sent from hotel s own domain. Option to integrate with Auto Case Management (ACM) to efficiently manage operational & service improvements. Choice of three review collection programs (TripAdvisor, Google or HolidayCheck) to drive volume & improve ratings. Competitive insights using Net Promoter Score (NPS). Customizable user-based filters, views, alerts & real-time notifications. 19

21 About Us

22 40,000+ Clients in 150+ Countries Hotels Restaurants Destinations & Star Ratings Hotel Owners & Investors Management & Representation Companies Consultants & Advisors 21

23 What We Offer Data Insights Operational & Service Priorities Action Results Guest Intelligence Case Management Messaging Hub Online Reputation Management In-Stay Surveys Post-Stay Surveys Auto Case Management Advanced Case Management Guest Messaging Hub Staff to Staff Messaging 22

24 Guest Intelligence = ORM + GSS Online Reputation Guest Surveys 23

25