GUEST SATISFACTION

SURVEYS IN THE AGE OF

SOCIAL MEDIA - ReviewPRO

Student: Ida BAILLOT

Class: MBA 2B

Instructor: Liz CRAIG

IMPORTANCE OF GUEST FEEDBACKS…

LISTENING TO GUEST IS A KEY ISSUE TO INCREASE PERFORMANCE:

Learn about guest needs

Learn about hotel strengths and set inetrnal goals of improvement

Strengthen guest relationship and create dialogue

Keep guest happy and stay ahead in competition

Enggae guest and attract new customers

Collect and analyse Feedbak

Act on feedback

Build Loyalty and Advocacy

Increase bookings

PRACTICES OF HOTELS TO COLLECT

GUEST FEEDBACKS

64% always ask in personal at check out

51% still use printed guest comments

65% uses posted email survey

85% are monitoring online reviews

4% do not measure guest satisfaction

Issues of Guest Feedbacks

Always hard to measure, tract and quantify

The best way to collect guest feedback is by online reviews and guest

survey

GUEST FEEDBACK

=

KEY PERFORMANCE INDICATOR

“I believe they both are important but in different ways.

Surveys give us detailed information about guest stays so we can take

immediate action.

Online reviews are a megaphone to other potential guests. We hear a lot from

guests that they stay with us because of our great reviews.”

Natalie Morgan, Director of Marketing, Crystal Inns

MANAGEMENT OF ONLINE REVIEWS

=

DRIVE CUSTOMER SATISFACTION

Boost your online reputation AND your volume of review

Focus on guest experience

Embed TripAdvisor review form in the survey

Adapt survey and question to different customer segment (corporate, MICE, leisure)

USE NEW TECHNOLOGIES !

• 60% of emails are opened on mobile device

• 40% of surveys are answered on mobile device and rising

• Your survey should look good and work well across devices:

– Phones & tablets

– Portrait and landscape mode

SET UP AN ACTION PLAN !

• Identifying patterns

• Sharing feedback with staff

– Recognizing the positive = great team motivator

– Sharing negative feedback constructively = improove quality

– Coaching and correcting behavior = provide necessary training

– Keeping up positive morale

• Resolving issues: changes in policy or procedures = work for the future !

FOCUS ON THE CUSTOMER !

Respond to feedback that calls for apology, explanation or personal thank

you

Thank, apologize, say how you’re following up

Direct responses build:

– Trust

– Relationships

– Direct bookings

STRENGTHS OF REVIEW PRO

Survey are adapted to customer and quick to answer

Feedback are visible immediately by front line staff so measure of improvement and effective action plan can be set up quickly

Surveys are linked to key site such as TripAdvisor and help to increase of the volume of review

Management board can have a global view of all feedbacks

The system gives ability to generate dynamic reports

The plateform allow front line staff to respond immediately

THANK YOU