In an article on hotelworldnetwork.com, author Doug Kennedy writes about the importance of measuring guest satisfaction in real-time. It’s great to survey guests and review trends, but without real-time data, you can be missing the opportunity to solve today’s issues and ensure happy guests. We have long said that Revinate is a great solution for measuring Guest Satisfaction, which is more important now than ever before because feedback today is very public, and often immediate.
Doug writes, “Another great new tool for measuring guest satisfaction is offered by a company called Revinate. Their system monitors all the major online guests review and social media websites, allowing managers to log-in to see all of the postings, versus having to call the different networks. More frequent monitoring of these websites sometimes reveals postings that have just recently been made, perhaps by a guest who is still in their room who can be contacted right away for resolution. Best of all, it also aggregates the feedback posted online so that managers can easily identify reoccurring problems guests are experiencing. Managers also can respond to online guest reviews from Revinate, which most electronic marketing consultants highly recommend doing.”
Read the whole article here.