How can guest feedback and hotel survey software improve profitability and efficiency?
If you are running a hotel today, there is only one thing that truly matters at the end of the day - that your guests are happy and would recommend you to their friends. Accepting that, you have a choice, either: (a) guess how you should operate using your gut feeling and manually figure out how every change affects your guest satisfaction or (b) automate asking your guests for feedback and let the data tell you how you’re doing and what you should improve. The latter, is what Guest Feedback Software is all about; asking for, responding to, sharing and analyzing feedback from your guests in order to improve and achieve higher guest satisfaction.
Hotel survey software brings an unparalleled level of employee accountability. No matter to what extent your operation is automated, at the end of the day your guest experience is the sum of all the individual contributions of everyone working for your property. By automating the collection of feedback from real guests you get fair, reliable and constructive feedback to share and learn from. Using quantitative feedback you can set clear measurable goals for your employees to strive towards.
This level of accountability ultimately creates a culture of kaizen or continuous improvement at your hotel. A modern guest feedback platform lets you improve your hotel operation in two distinct ways: 1) Systematic collection of qualitative feedback help you collect and prioritize ideas straight from your guests. 2) Intelligent use of meta-data such as room number allow you to do A/ B-tests, for example performing experiments in a specific room and see how that affects satisfaction for guests in that specific room.
While ORM (online reputation management software deals directly with online reviews, your guest feedback and hotel survey software is your first line of defense. Feedback is everywhere no matter if you ask for it or not. When a guest is unsatisfied for some reason, actively and automatically asking for feedback gives you a chance to listen to the guest and solve the issue before the experience results in a bad public review, visible online for the world to read. Actively listening to your guests and showing a will to solve issues is the best possible way to turn a detractor into a promoter.