Case Study

JHL Collections Sees Significant Score Increases Since Implementing TrustYou

Vanessa Martinez

TrustYou · Mars 08, 2024

JHL Collections Hotels & Resorts were looking for a way to improve their guest satisfaction and contend with competitors in the industry. TrustYou has become a guest satisfaction parameter for the organization and an internal tool for process improvement.

Why it matters: After implementing TrustYou in 2020, the group has seen major improvements in their Overall Score, Performance Score, and Response Rate, resulting in a 434% increase in reviews received.

Extraordinary experiences lead to positive reviews and overall higher revenue

Top 3 Core Objectives: The main goal of using TrustYou was to level up JHL Collections with competition and industry norms, quality management, improving guest satisfaction and the on-site experience, and employee recognition.

Improving Guest Satisfaction: Taking guest feedback and using it as a catalyst to better the overall guest experience for future stays.
Improving On-Site Guest Experiences: Similar to improving guest satisfaction, improving the on-site experience can prevent negative post-stay survey or third party reviews.
Quality Management: This includes reviewing each sentiment and performing process improvements, such as changing an SOP if necessary.

"With the help of TrustYou, JHL Collections has been able to improve their on-site guest experiences, guest satisfaction, and quality management, including review sentiments and process improvement. TrustYou data has also played a critical role in providing insights that have led to exceptional guest experiences. For example, when the hotel staff learned about a regular guest's favorite pet, they went above and beyond and placed a fish bowl in their room the next day."

Mieke Pinaria

Corporate Director of Quality & Continuous Improvement

👍 Corporate Director of Quality & Continuous Improvement Mieke Pinaria said that While TrustYou is data at its core, it's all about the end goal - We Help Make Guests Happy:

"With the help of TrustYou, JHL Collections has been able to improve their on-site guest experiences, guest satisfaction, and quality management, including review sentiments and process improvement. TrustYou data has also played a critical role in providing insights that have led to exceptional guest experiences. For example, when the hotel staff learned about a regular guest's favorite pet, they went above and beyond and placed a fish bowl in their room the next day."

⚖️ The selection process: During their research process, Mieke Pinaria evaluated TrustYou's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that TrustYou was the best fit solution:

Corporate Director of Quality & Continuous Improvement Mieke Pinaria said, about their decision: "With a reputable company such as TrustYou, I see, that in each of the regions,TrustYou Key Account Management practice is more than a 'business as usual' type of approach. It is the friendliness and family-kind of relationship that have been shown and extended to me since I joined. I am grateful for TrustYou’s client-first approach!"

📈 The results: Listening to guest feedback can make all the difference in the world, and the scores thankfully reflect that.