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How can Customer Alliance reviews help me improve my business?

June, 2018

Guest reviews have a real impact on your revenue. If you have visibility on review platforms such as TripAdvisor and HolidayCheck or on OTAs, you will have a greater chance of securing bookings, because consulting online comments and reviews has now become an essential step in the guest journey.

It’s also important to see guest reviews as a source of precise information which is directly in line with your guests’ expectations and needs. Beyond a simple positive or negative rating, you can get an idea of guests’ feelings towards the services and facilities you offer, both in terms of your accommodation and restaurant.

Let’s take a closer look at the guest reviews gathered via the Customer Alliance questionnaire. This personalised questionnaire is a hugely effective tool which enables you to collect constructive feedback and assess the performance of your hotel.

Get to grips with guest feedback and take lessons from it

Even if you do your utmost to make sure that your guests will appreciate your services, you’re never totally safe from a decline. The best way to stay aware is, quite simply, by asking your guests so they tell you their feelings and opinions. To this end, the Customer Alliance questionnaire lets you personalise your questions to suit your establishment. Thanks to the various different sections, you can ask your guests about your rooms, restaurant or health and wellbeing area, with sub-categories for greater precision, such as room, dormitory, bungalow…

You also have the possibility to ask private questions; this way, you can anticipate any criticisms without damaging your online reputation in any way. You can then specifically target the areas in which you wish to gather feedback with a view to putting in place concrete measures to improve your services.

But, in order to ensure that you have a high response rate for your questionnaire, avoid drawing up an overly long list of questions. Put yourself in your guest’s shoes: faced with a huge list, they’re unlikely to reach the end of the questionnaire. That’s why you need to focus on the most important questions. Our advisors can steer you in the right direction so that you can get the most out of your satisfaction questionnaire.

Improve your performance to bring in more revenue

So, you’re now paying close attention to the guest reviews you gather and trying to learn lessons from them. Of course, the majority of reviews will be in praise of your hotel and staff. However, some may be unpleasant or defamatory; in this case, you can take action to get them removed. After assessing your reviews, you’re in a position to make improvements in the necessary areas.

Always keep an eye on your competition to get an idea of how your breakfast or rooms rate in comparison to theirs. It’s wise to take this kind of monitoring action – as well as the classic price comparison form of monitoring – in order to then adjust the price of your services. This increase in visibility in terms of your online reputation will translate directly into your revenue through an increase in bookings and an optimised sales price.

Don’t hesitate to contact us to find out more about the benefits of the Customer Alliance satisfaction questionnaire. One of our experts will be happy to answer your questions and give you useful advice on how to take full advantage of your guest reviews.

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