Customer feedback for Hotels & Resorts
- Enhance or replace existing ‘room feedback’ forms
- Go multi-channel to gather feedback at every point in a customer’s experience, from web browsing, enquiries, bookings, accommodation, restaurants, entertainments and departure
- Use multi channel feedback to gather customer view at the time of their experience
- Trigger post-departure e-mails to stimulate feedback submissions
- Use the feedback to find out what makes customers tick – rather than as a reward mechanism for management
- Distribute customer feedback insight to frontline staff; make it easy for them to change and improve where it is necessary
- Enable direct follow-up to individual customers where appropriate
