Case Study

Chroma Hospitality’s Focus on Guest Satisfaction

Kelly Johnson

TrustYou · 10月 31, 2023

Chroma Hospitality joined TrustYou in 2019 with one goal in mind - to increase their level of guest satisfaction. They’ve taken this in stride by utilizing our full platform, and this Philippines-based group is determined to offer their guests the best possible experience.

Why it matters: Chroma Hospitality is committed to offering guests an experience they will remember and strive to create an environment that fosters safety, cleanliness, and comfort.

Collecting guest feedback is crucial to understanding and building trust with guests. One of the most important questions on Chroma’s post-stay survey addresses problem resolution that directly impacts guest satisfaction.

Top 3 Core Objectives: Chroma's main objectives are to monitor cleanliness, safety and security, and problem resolution.

Cleanliness: A Top Priority: Focusing on cleanliness has led to continuous upward trends in subcategories, such as Room Cleanliness and Hotel Cleanliness.
Safety and Security Matters: Safety and security are two incredibly important topics to guests. Chroma takes this seriously as well, and specifically asks their guests, “Did you find the hotel/resort safe & secure with health protocols being implemented?”
Problem Resolution: One of the most important questions on Chroma’s post-stay survey addresses problem resolution that directly impacts guest satisfaction.

"One of our properties had been getting a very low score in the guest arrival experience. We have noticed numerous narratives about very slow check-in or having to wait for a long time for their rooms. Because of the data we got from TY, we analyzed what is wrong with our current procedures, came up with some modifications, and implemented it. We saw the improvement of their scores in a matter of a few weeks."

Richard Cajucom

Corporate Rooms Division Manager

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👍 Corporate Rooms Division Manager Richard Cajucom said that Understanding areas of improvement can make all the difference.:

"One of our properties had been getting a very low score in the guest arrival experience. We have noticed numerous narratives about very slow check-in or having to wait for a long time for their rooms. Because of the data we got from TY, we analyzed what is wrong with our current procedures, came up with some modifications, and implemented it. We saw the improvement of their scores in a matter of a few weeks."

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

VP, Revenue and ECommerce Sunish Sadasivan said, about their decision: "Almost all scores are trending up. It is because we read reviews, act on any problems our guests say about us, and ensure we do not make the same errors in the future. We also respond and act on Live Surveys right away. We act on the problems of our in-house guests and ensure we recover while they are with us."

📈 The results: Chroma Hospitality’s Overall Score has increased from the 80th percentile to the 90th percentile since joining TrustYou with impressive increases in other categories as well.

The portfolio’s Cleanliness sentiment score has rebounded substantially during the pandemic and recovery periods with a 14-point increase.
As a result of prioritizing safety and security, 97.2% of guests responded that they do indeed feel safe & secure.
Listening to feedback and taking swift action pays off, as 84% of guests either did not experience any issues while onsite or had their issue(s) resolved to their satisfaction.