Established in 1999, Dream Hotels & Resorts has established a reputation for really caring about its members. It is this caring approach to their clientele that has driven the organisation to invest in a robust customer feedback programme with Feedback Ferret to ensure they respond in a timely manner to client complaints and work towards continually improving the customer experience.
As a result of feedback received during their pilot programme in Cape Town, the organisation has upgraded and improved the facilities in one of the games rooms which members said were inappropriate for the ages of children they were supposedly catering for.
They have also received a great deal of positive feedback about the quality of food in one of their main restaurants and have used this feedback to promote the chef to other members in a bid to attract them to that particular resort.
Bronwyn O’Neill, Business Development Director for Feedback Ferret South Africa said: “We are thrilled to have entered into the tourism market with such a successful pilot project with Dream Hotels & Resorts. Comments Boxes will now be rolled out into other resorts and senior managers are excited about the future of the programme. After homes and cars, holidays are one of the most emotive purchases and therefore always solicit excellent qualitative feedback.”
After homes and cars, holidays are one of the most emotive purchases and therefore always solicit excellent qualitative feedback.
Business Development Director, Feedback Ferret South Africa