New HotelSurvey Internet Customer Loyalty Tool Empowers Hospitality & Service Industry to Fight Guest Defection
According to recent industry studies, hotels are missing out on upwards of $20 billion spent by frequent travelers who are not loyal to specific brands. HotelSurvey, an email and call center survey system that provides immediate, relevant and actionable customer feedback in real time, today announced the launch of its latest system that directly addresses this issue. Companies using the new customer loyalty tool experience marked increases in guest satisfaction and retention.
Los Angeles, CA (PRWEB) September 13, 2006 -- According to recent industry studies, hotels are missing out on upwards of $20 billion spent by frequent travelers who are not loyal to specific brands. HotelSurvey, an email and call center survey system that provides immediate, relevant and actionable customer feedback in real time, today announced the launch of its latest system that directly addresses this issue. Companies using the new customer loyalty tool experience marked increases in guest satisfaction and retention.
HotelSurvey enables the instant capture of customer feedback and resolution of any service issues before they result in defection. The system automatically sends an email immediately after the guest has checked out. For customers that do not have an email address, HotelSurvey automatically creates a Call Center survey for future follow-up. Hotels that have switched to the HotelSurvey application, and eliminated paper based comment cards, have increased client response rates from under 5% to 52% in less than 48 hours.
Using Microsoft.NET as a platform, HotelSurvey has developed the technology to monitor all aspects of guest satisfaction and defection. As HotelSurvey is based on an "Application Service Provider" model, no upfront costs are required in hardware or software applications. The system has been priced so that it’s easily affordable for any hotel. It also integrates seamlessly with all hotel Lodging Management Systems.
HotelSurvey President Jason Tryfon spends on average 200 nights a year in hotels and feels that most don’t do anything to differentiate themselves and make him want to come back.
“It’s amazing that a guest can pay upwards of $500.00 per night and then receive a paper based comment card to provide feedback. Many would love to voice their dissatisfaction, but have neither the time nor the means to do so. If properties had this critical insight as to the moment of truth prior to defection, it would lead to the resolution of client issues and increases in REVPAR and EBITDA.” Tryfon commented.
“Properties focus on image, exceptional dining, top of the line scented oils and soaps, but forget about the true thing that will contribute to increased revenues; the immediate feedback from their clients. How can you fix client satisfaction if you aren’t getting the feedback?” Tryfon challenged.
HotelSurvey is a Web based and automated loyalty solution which a hotel can use to instantly see and take operational maneuvers to handle any guest dissatisfaction. The system increases customer response rates as it has been designed to meet the needs of today’s busy traveler. Many executive clients do not have the time to fill out a comment card or simply don’t bother. If the survey is sent by email, a customer can fill it out at their convenience; on their blackberry at the gate while waiting for a flight, or during a moment of downtime between meetings. They are thus far more likely to take the time to respond.
Key features in the new HotelSurvey tool include:
| | - Combined Email and Call Center Capabilities -- Hotels can collect survey information from customers through email and call center, all aggregated to the same database.
- Real Time feedback -- Many customers will provide feedback the day after their hotel stay is completed.
- Automatic Data Integration -- HotelSurvey integrates seamlessly with Lodging Management System and automatically uploads data.
- Multiple Data Source Integration --- Lodging, gaming, Food & Beverage, and entertainment systems can all be incorporated. Surveys can be sent out with specific questions from each operational area.
- Chain Management Tool -- Allows users to aggregate multiple properties into one centralized corporate site. Users can highlight specific areas of client defection with the click of a button and view in real time. Categories may include, but are not limited to: Hotel Operations, Food & Beverage, Housekeeping, Front Desk and valet.
- Issue Management – Enables customer issues to be emailed to specific employees on the fly, within seconds of receipt. As it is web-based, managers can track the length of time for a particular employee to fix a specific issue, and view progress from any location with an Internet connection, 24 hours a day 7 days a week.
- Attractive Graphics and Branding -- A robust email engine sends customers attractive emails including hotel logos and taglines, identifying the hotel as the source, with clickable hyperlink to its own HotelSurvey site. Flash based HTML graphics inspire branding appeal and surveys are graphically branded both to the individual hotel and chain standard.
- All New Reporting Engine – all reports customized based on the requirements of the hotel or chain. 30 Reports can be produced within Adobe PDF, Microsoft Excel, and XML file formats.
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About HotelSurvey:
HotelSurvey Inc. is focused on providing the hospitality and service industry with outstanding Internet Customer Loyalty tools. HotelSurvey minimizes the cost of technology while hotels benefit from quality internet tools designed specifically for the hospitality and service industry. As HotelSurvey is based on an "Application Service Provider" model no upfront costs are required in hardware or software applications. The company has offices in Los Angeles, California and Markham, Ontario, with representatives throughout North America. For more information visit www.hotelsurvey.com
Media Contact:
Sara Callahan
Carter West Public Relations
949-493-0244
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