About VOC Systems
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.
Surveys Important, But Not Adequate
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.
Mid-experience feedback is key
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?
Give guests a voice, and staff empowerment...in real time
Transparency to the guest experience like you’ve never had
Every guest gets an invite to advise the GM during their stay. The guest response is guided by two or three simple questions: What are we doing right? Which employees deliver outstanding service? And what can we improve? By using their smart phones (scan and speak , touch and talk or SMS) to leave an unstructured voicemail (or text) for the property’s highest authority, communication doesn’t get any more direct, convenient or actionable. ExpressWay takes team knowledge far beyond post-visit surveys and marginally actionable social media. Minutes after the guest hangs up, our powerful AI engine takes control, with full translation, accurate transcripts and transcript summaries (complete with links to audio) of guest experiences delivered via email and SMS to targeted department members based on subject matter. Online, a database comes to life with summary to detail graphics and a dynamic search engine. Learn more about ExpressWay’s many features and benefits.