guest satisfaction surveys

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“Revinate Surveys have become the number one source of feedback for the property. With more reviews to learn from, the hotel’s operations team can identify customer preferences better than ever before.”

Mark Wong, Assistant Vice President of Marketing at SilverNeedle® Hospitality


Since opening two year ago, 137 Pillars House, a property in the SilverNeedle® Hospitality Group portfolio, has earned a sterling reputation for its attentive service and elegant facilities. As one of the luxury boutique hotels in the Chiang Mai region, the property’s mission is to “create exceptional memories for every guest on every single day.” This commitment to delivering personalized service can be seen in the hotel’s customer feedback. To date, 96% of the property’s 380 reviews in 2013 have been positive, with 100% of TripAdvisor reviewers recommending the hotel. The hotel’s 4.73 average review rating also ranks among the highest in Thailand, a hotel market with more than 300 hotels.

Manfred Ilg, General Manager of 137 Pillars House, says the hotel’s positive reputation is maintained by incorporating customer feedback into the hotel’s daily operations. He explains, “At 137 Pillars House, we review the positive feedback in our morning meetings and use it as a motivational tool for the all of our associates. We acknowledge colleagues who are named by our guests for delivering extraordinary service are rewarded with a certificate of appreciation. Constructive feedback is discussed in detail with our respective department heads and Human Resources and a plan of action is prepared, put into place, and measured after implementation.”

Since December 2012, the property was ranked just outside of the Top 5 on TripAdvisor. For 2013, the SilverNeedle® Hospitality team set a goal for the property: to reach the Top 5 in the Chiang Mai market. In order to do so, the team understood that it needed to start proactively soliciting guest feedback. The company turned to Revinate to help tackle this challenge.