In today’s highly competitive and increasingly socially connected travel market, actionable customer feedback is critical to the success of any hotel. Unfortunately, most traditional guest feedback methods don’t deliver relevant, actionable information fast enough to be highly effective. Hoteliers looking to gain a competitive edge now have a solution to “hardwire” the voice of the customer directly into the daily activities of their operation. Voice of the Customer (VOC) Systems’ ExpressWay™ service fills the void left by traditional tools for understanding details of the guest experience now, while guests are on property.
In an era of increased competition, reduced staff and minimal operating budgets for hotels, the ability to provide outstanding service plays an even larger role as the strongest pillar upon which to build sustainable growth and higher profits. VOC Systems provides hotelierswith a competitive advantage based on outstanding service by “hardwiring” the voice of the guest into their organizations’ cultures. Learn more with links on right.
Two major problems exist with traditional methods for capturing and measuring guest feedback: 1. Commonly used research methods- such as guest satisfaction surveys – are received days or weeks after the visit, making service recoveries difficult or impossible. The “why” behind scores is often not revealed, and common problems cannot be discovered and corrected before they affect the next guests. 2. Effectiveness of traditional methods is rooted in factors such as convenience, memory, time to completion, relevance of questions and complexity. Hotel surveys containing dozens of questions have crossed the “feedback pain threshold”, impacting the quality and quantity of guests’ responses.
While post-stay surveys and social media deliver broad, high level trends, smart hotel managers and researchers are now embracing the idea of capturing guest feedback as close as possible to the actual experience—ideally, during the experience. But how?
ExpressWay invites every guest to be a Quality Advisor to the GM during their stay. The guest response is guided by three simple questions: What are we doing right? Which employees deliver outstanding service? And what can we improve? By using room phones (or any phone) to leave an unstructured voicemail on a local (property) extension, communication doesn’t get any more direct, convenient or actionable. Team knowledge with Express-Way goes far beyond post-visit surveys and marginally actionable social media. Minutes after the guest hangs up, full transcripts (complete with links to audio) of guest experiences are delivered via email to your specified distribution list. Online, a database comes to life with summary to detail graphics and a powerful search engine. Learn more about Express-Way’s many features and benefits.
