Cendyn | July 21, 2023
When it comes to running a successful hotel, keeping a finger on the pulse of guest feedback is an absolute must. We know the sheer volume of feedback pouring in can feel overwhelming, but trust us, the benefits are well worth the effort. In today’s customer-centric world, guests are no longer satisfied with just a place to lay their heads; they crave a personalized experience that leaves a lasting impression. To deliver that level of service, you need to truly understand your guests – and the best way to do that is by asking them directly. Guest feedback holds the key to unlocking invaluable insights that can drive operation...
Shep Hyken | October 25, 2019
By Shep Hyken I’m all for getting customer feedback. There are different ways to go about it. Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Two areas were covered: timing (when the survey was sent) and length (how long it takes customers to complete). Without rehashing the entire article, timing is important. Don’t wait two weeks to send the survey. And don’t make it too long. Think about what you’re asking the customer to do when you send them a survey. ...
Guestfolio | December 14, 2016
In previous research conducted, we've seen that the Net Promoter Score has a positive correlation to a hotel's TripAdvisor rating. Of course that makes sense, a positive review would hopefully tie in with someone willing to recommend your hotel to a friend or colleague but following from that, we decided to delve a bit further – what exactly is driving your guests to be promoters or detractors? Our analytics team looked into a huge number of responses and analysed their outcome to find some fascinating conclusions. Firstly, how do we find out if a guest is a promoter, passive or a detractor? Using the famous Net Promoter Score, ho...
RJ Friedlander | December 10, 2015
by RJ Friedlander These days, hotel guests are inundated with requests to complete online surveys and it's not easy to get high participation rates. Yet, Guest Intelligence provides hotels with actionable insight into satisfaction levels and what it will take to deliver even better experiences for future guests. It is essential to make sure guests complete your survey in order to take the necessary action to improve results and boost revenue. So how can you avoid survey fatigue and ensure that your survey stands out within a crowded email inbox? Here are 5 tips for increasing guest survey completion rates and prioritizing your internal ...
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