A disgruntled guest is bad for business. Hotels lacked an efficient way to track or receive feedbacks from unhappy guests other than the normal mode of communication: support phone lines, email, front desk or physical feedback forms. Guests weren’t able to disclose unpleasant experiences in real-time to the hotel staff and the management remains oblivious even after their checkout.
The client requested for an online hospitality survey app for hotel chains with integration to the hotel’s Property Management System (PMS). The mobile app for the survey required an analytical dashboard to help the hotel staff identify unhappy customers during their sojourn. The app also needed a ticket management tracker, SMS and Comment notifications, 10-point rating scale, Dynamic landing pages.
The solution is based on the build-measure-learn feedback loop or ‘The Lean Startup Methodology’. Within a few weeks of the client request for a simple online survey, we had assimilated the requirement and developed a minimum viable product (MVP).
The solution is a cloud-based survey management system operable from any device. It captured the sentiments of the guests and helped solve real-time problems. All the features of the application are automated to help the hotel personnel to stay alert for any unpleasant experiences during the guests’ sojourn.
The Analytics dashboard captures the overall response rates and emotions of the guest. High priority ratings alert the staff to take proactive steps to improve the guest experience. The metrics displays the guest details for further actions in the form of display cards and graphs.
The ticket management system tracks issues or problems, highlighted by guests, from beginning to end automatically. It displays detailed statistics making it easy to analyse the figures at a glance.
All alerts are sent via SMS to hotel personnel 24/7 as part of the SMS notification service. It presents all the valuable information as an email alert but a condensed and easy format. An unlimited number of SMS can be send as alerts to the staff ensure that all are in the loop.
Every respondent is shown a landing page based on their rating. It picks up the feedback given and is stored in the database. The system will automatically send notifications about the comments in real-time.
Based on the rating, the guests are directed to the dynamic landing pages that offer messages, incentives promotions, timed incentives or guaranteed rewards.
The 10-Point rating scale helps the customer to score their experience with a single tap. The results are compared by the staff in the analytical dashboard.
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