Revinate Customers using Post-Stay Surveys See An Average of 409% Increase in Their TripAdvisor Review Volume
October 6, 2014 – San Francisco, CA– Today, Revinate announced the results of a comprehensive study into the performance of Revinate Post-Stay Surveys, a product developed in conjunction with TripAdvisor to help hotels simultaneously collect private and public guest feedback.
Revinate Post-Stay Surveys allows hotels to send a short format survey to guests, which includes an optional TripAdvisor review form. The custom questions are kept private but any reviews that are collected are submitted to TripAdvisor for moderation and display, eventually driving up the number of reviews for the property on the site.
Revinate Co-founder and CEO, Jay Ashton, says, “Given the influence that TripAdvisor reviews and rankings have on a guest’s booking decision, hotels are motivated to encourage feedback on TripAdvisor. Hotels have been working tirelessly to improve their ratings and review frequency in an effort to enhance their profile. Since one of the most effective methods is to encourage more guests to share their experience, we created Revinate Post-Stay Surveys in partnership with TripAdvisor.”
Revinate and TripAdvisor analyzed over 13,000 surveys from 124 hotels across the world using Post-Stay Surveys from September 2013 to May 2014. The results prove the value of driving fresh review content on TripAdvisor:
- Customers using Revinate Post-Stay Surveys have seen an average 409% increase in their TripAdvisor review volume.
- Reviews that Revinate customers generate from Post-Stay Surveys now account for 76% of their reviews on TripAdvisor.
- Revinate Post-Stay Surveys customers have seen an average 15% improvement in their TripAdvisor popularity ranking within the first three months of using the product.
The Hotel – Brussels Belgium chose to adopt Revinate Post-Stay Surveys because it wanted to consolidate all of their guest feedback, including their online reviews, into one comprehensive dashboard. By including the option to write a TripAdvisor review within the Revinate Survey, The Hotel – Brussels has seen its overall review volume increase by 350%. Additionally, The Hotel – Brussels has been steadily climbing the TripAdvisor ranks in its competitive market, starting at #34 a year ago and reaching #10 in September, 2014.
Filament Hospitality, a San Francisco-based hotel management group, started using Revinate Post-Stay Surveys for its properties to gain access to more valuable guest feedback. Filament monitored the feedback they received via Revinate from online reviews and guest surveys and used it to influence service updates and upgrade staff training. As a result, their hotels have seen significant improvement in review rating, volume and ranking. One of their properties, Petite Auberge, has improved its ranking by 43% and, as of September, was one of the top 30 hotels in San Francisco, a market with 236 hotels. Ingrid Summerfield, Founder and Principal at Filament Hospitality, says, “Our properties had struggled for a long time to improve their rankings on TripAdvisor, given the competitiveness of the San Francisco market. Revinate Post-Stay Surveys have helped us gain valuable insight so we can make impactful improvements while giving us the boost in TripAdvisor volume that we were trying so hard to attain.”
There is no industry more reliant on customer satisfaction than the hospitality industry. Revinate’s user-friendly platform, custom-designed for the unique needs of the hospitality industry, helps hotels dramatically improve the guest experience. With mobile and desktop solutions, Revinate helps hoteliers connect with guests pre-, during and post stay and easily collect and analyze customer feedback. Revinate is venture-backed by leading VC Firms, Benchmark Capital, Formation 8 and Tao Capital. Headquartered in San Francisco, with offices in New York, Amsterdam, Singapore, Dubai and Sydney. Revinate counts 23,000 of the world’s leading hospitality brands as customers. To learn more, please visit www.revinate.com or email firstname.lastname@example.org.
Learn about what’s trending, review response metrics, and a look forward at hospitality reputation in our 2018 Reputation Benchmark Report. Available free for download.