Case Study

How STAYERY Increased Their Response Rate to Over 90% with MARA

Tobias Roelen-Blasberg

MARA Solutions · 10月 23, 2024

Discover how STAYERY transformed their review management process with MARA's AI solution, significantly improving response rates and team satisfaction.

Why it matters: Leandra, the Guest Experience Manager at STAYERY, faced the challenge of managing a growing volume of guest feedback across their service apartment brand. With the expansion of their properties and an increase in online reviews, the task of responding efficiently while maintaining a high quality of communication became increasingly daunting. The team initially struggled with response rates below 10%, which hindered their ability to engage with guests effectively.

With MARA's AI-powered reputation management solution, STAYERY not only streamlined their review management but also achieved a remarkable increase in response rates, reaching over 90%. This transformation allowed the team to focus on delivering exceptional guest experiences while ensuring that every piece of feedback was addressed promptly and thoughtfully.

Top 3 Core Objectives: STAYERY operates eight service apartment locations and is expanding rapidly, with plans for eight more properties. The increase in guest feedback necessitated a more efficient approach to reputation management. Before implementing MARA, the team faced significant challenges in responding to reviews, often spending four to five minutes per response. This inefficiency was compounded by the need to maintain a unique brand voice that resonated with their guests, who appreciate a casual and friendly communication style.

Increase Response Rates: STAYERY aimed to significantly improve their response rates to guest reviews, which were initially below 10%. The goal was to engage more effectively with guests and demonstrate a commitment to guest satisfaction.
Enhance Efficiency: The team sought to reduce the time spent on crafting responses to reviews. Previously, staff members spent four to five minutes per response, which was not sustainable given the increasing volume of feedback. The objective was to streamline this process to allow for quicker replies.
Maintain Brand Voice Consistency: STAYERY recognized the importance of preserving their unique brand voice in guest communications. They aimed to ensure that responses reflected their casual and friendly tone, which resonates with their guests, while also addressing specific concerns raised in reviews.

"Our greatest success has definitely been the increased response rate. We started with response rates below 10%, and now we consistently achieve rates of over 80%, often exceeding 90%."

Leandra Widmer

Junior Product Manager

👍 Junior Product Manager Leandra Widmer said that We started with response rates below 10%, and now we consistently achieve rates of over 80%, often exceeding 90%.:

"Our greatest success has definitely been the increased response rate. We started with response rates below 10%, and now we consistently achieve rates of over 80%, often exceeding 90%."

⚖️ The selection process: During their research process, Leandra Widmer also researched TrustYou, and ultimately decided MARA Solutions was the best fit for them.

Junior Product Manager Leandra Widmer said, about their decision: "The user-friendliness of the interface and how intuitive MARA is truly met our needs, which ultimately convinced us to make the switch."

📈 The results: Implementing MARA revolutionized STAYERY's review management, enhancing efficiency and ensuring consistent, high-quality responses. This transformation not only improved guest engagement but also fostered a more enjoyable work environment for the team, solidifying MARA as a strategic partner in delivering exceptional guest experiences.

Enhanced Operational Efficiency: MARA dramatically reduced the time needed to respond to reviews, transforming a process that once required several minutes per response into one that takes mere seconds. This efficiency has allowed the team to reclaim approximately 30 hours each month, enabling them to focus more on direct guest services and other high-priority tasks.
Quick Adaptation: The intuitive design of MARA, combined with a straightforward onboarding process, ensured that STAYERY's staff quickly adapted to the tool. The user-friendly interface minimized the learning curve, allowing the team to seamlessly integrate MARA into their daily operations without disruption, making it an essential part of STAYERY’s digital toolkit.
High-Quality Responses: MARA’s AI generates responses that are both comprehensive and consistent, ensuring that all critical points in guest reviews are addressed. The AI’s ability to learn and replicate STAYERY's tone ensures that the responses maintain a personal touch, meeting the brand's standards and individual requirements of their diverse clientele. With response rates now exceeding 90%, STAYERY has significantly enhanced their guest engagement and satisfaction levels.