Latest guest surveys features to take action where it matters most

14 Jul 2017 by ReviewPro in Best Practices

Immediately identifying and resolving operational and service shortcomings allows hoteliers to create positive experiences and exceed guest expectations. Savvy hoteliers nowadays are utilizing both in-stay and post-stay surveys to gather valuable direct feedback and take action where it matters most.

We pride ourselves on working closely with our clients and listening to their feedback to support innovation in product development. Based on their invaluable input, the latest version of our Guest Satisfaction Surveys (GSS) now provides users with more relevant metrics and actionable insight to help them prioritize operational and service improvements.

The product has been rolled out with an improved design, brand new widgets & faster page loading. The latest new features include:

Insightful Dashboard Metrics:

·New Management Response KPI widget
·Trend analysis highlighting questions experiencing most change
·Impact analysis showing key drivers of guest satisfaction to prioritize action
·Improved widget showing score evolution
·Conversion Rate of the TripAdvisor Review Collection Platform

Brand New Results Page:

·Top level aggregated scores across the key segments including Room Type, Country & Language
·Guest satisfaction by room type or room number
·New “Top Box” widget showing the highest rating points
·“Results by question” now on a separate page allowing deeper analysis

Complete Redesign of Reports:

·Improved aggregation of data by groups
·Monthly & year to date scores for all data points
·Additional new tabs in Excel reports

Understanding that busy hoteliers need access to insight whilst on the go, we have ensured that the new GSS features are also available on our mobile App. Users can receive alerts and notifications in real-time as well as automated reports to keep a finger on the pulse.

Gathering guest feedback from online reviews and guest satisfaction surveys is crucial to a hotel’s success, however the most important part is acting on the feedback and our new solution allows them to do so quickly and efficiently.