Satisfied customers are the best sales agents.
As an experience-based destination, it is important to put customers at the center of business decisions. Doing this makes it easier to retain customers and find new ones.
Understanding your customers better, making your customers feel heard, and increasing your customer satisfaction, are worth their weight in gold. To do this you need to accurately identify how your guests feel about your performance so you can target and implement plans for improvement.
Creating satisfied customers is one of the best ways (if not the best) to ensure continued sales because a happy customer becomes an enthusiastic free marketer for you, helping you sell more bed nights.
Knowing if you have satisfied customers is an important step to achieving this. Thoughtful responses to negative reviews improve the opinion of an establishment for 85% of shoppers.
Two ways you can easily identify and track customer satisfaction is by working with guest surveys, and by tracking guest feedback shared on review OTA websites and platforms like TripAdvisor.
There are two main types of customer feedback.
Direct Feedback (Guest Survey)
How does GuestRevu help with direct feedback?
Good survey responses can result in one out of every three customers telling you what they felt about your products and services. That’s powerful information you can use to strengthen your products and services.
GuestRevu works with you to ensure that your survey covers the business touch points relevant to you, and to ensure that your surveys are well structured to increase the response conversion rate.
The survey process is automated once your account is set up with GuestRevu and guest details are recorded in ResRequest. GuestRevu automatically collects arriving or departing guest details from ResRequest and emails a survey to those guests.
GuestRevu’s back office provides charts and details to illustrate areas for improvement and the level of performance across your business.
Helping you understand guest expectations and experiences.
With GuestRevu you can get the answers you need, when you need them, with highly customisable pre-stay, in-stay, and post-stay guest feedback surveys.
Guest Survey Analytics & Reporting
Once you have GuestRevu installed and your operating procedures in place, GuestRevu’s reports help you understand and interpret your guest’s feedback so you can use your insights to make decisions that improve your guest experience, online ratings, and revenue.
Indirect Feedback (ORM)
What Is Online Reputation Management?
Your business works hard to keep your customers happy. You connect with customers one-on-one and tirelessly develop new products and features to meet customer needs.
Brands often take hits online. They’re often small attacks (a negative comment here, a low rating there). None of these blows is worth a full-scale PR campaign, but they add up quickly. By actively managing your reputation, you can minimise negative customer feedback and keep your online presence positive.
But even with the best customer service, a business is bound to see its reputation take a hit every now and then. Online reputation management (ORM) are the actions performed to track, find, and address any negative or false comments posted across different platforms.
With GuestRevu you will never miss an online review.
From GuestRevu you can quickly and easily monitor reviews collected from top review sites and display them in one dashboard so you know what your guests are saying about you (and your competitors) online — no matter where they say it.
How can ResRequest help you with this?
We can help you address these areas through our integration with GuestRevu.
How much does this cost?
David Swanepoel, Manager of GuestRevu Sales, advised us that pricing is a monthly subscription dependent on the number of rooms. There is a once-off cost which is the same price as the monthly license fee. The monthly price will give you access to the Guest Survey module and the Reputation Management Module.
ResRequest hosts the integration FREE for customers. For 2022 we have given all our customers a FREE connection voucher to set up GuestRevu. Budget for additional training and consulting depending on your team’s needs (see these details in “I’m in, what next?”)
If you would like to learn more about ResRequest’s integration with GuestRevu, Contact us.
