|Hotels & Restaurants|
As a hotel or holiday park you will do everything to provide your guests with the best possible stay. You give a lot of attention to the hygiene of the rooms, hotel amenities and customer-orientation of your employees. But do you know how your guests assess this? Because that is what’s it all about in the end!
Nowadays guests will often give their opinion on so-called hotel assessment sites. However, you as hotel owner do not have any control over this (Did they in fact stay in your hotel?). It furthermore does not present a clear picture; often the so-called “extreme opinions” are seen here. An alternative is to hand out a hard-copy evaluation form. But this is time consuming, for you as well as your guest. This will furthermore still not quickly show interesting differences of opinion, for instance between a personal or business stay.
In order to make the evaluation by your guests innovative, clear and customer friendly the guest feedback system Performitor® was developed.
What is Performitor®:
Solutions that redefine the way you engage with customers
1. Guest Feedback
You may have the best systems and processes in the world to deliver top notch service to your guests. You could even monitor these with metrics and have continuous improvement plans in place. But how is all of this being perceived by your guest? How can you see your hotel from the eyes of your customer, every day?
Performitor is the answer. It helps you collect customer feedback on things that matter most to you and your customer, continously, day after day after day. With multiple options for guest feedback collection, Performitor can get you maximum response rate - essential for drawing insights from the feedback.
Drive the "customer first" culture with in your hotel. Monitor your Net Promoter Score quarter on quarter. Let your managers review the performance of their teams and the resulting impact they have on the guest. Let your employee see the immediate impact they personally have had on their guest on a day to day basis. Review the results, improve, train, coach and let your employees share best practices for service delivery.
See the change. Make the change. Transform your hotel into a destination for customer delight. Performitor helps you along the way.
2. Encash your customer delight
As a hotel you did everything right for your guest, and more so, you have added in the few small pleasant surprises that delighted your customer. Customer is happy and will return back to you in case of a stay in the same area. He or she would even talk good things about your hotel with friends and family. But that is not the end of your job.
Go a step further and leverage this enormous amount of good will you have worked hard to earn, to the maximum extent.
Performitor can help provide an avenue and context for your customer to proactively let their friends and family know about your hotel - not just when the topic comes up between friends. Performitor has inbuilt systems and processes that guide and prompt your delighted customers to let their friends know. By integrating with facebook, twitter, tripadvisor and such other social engines, Performitor helps you and your customer spread the good word about your hotel. Friends of your customer, most likely with similar life style and background - essentially a very focused potential customer base for your hotel - get to hear from a trusted source about the good things at your hotel.
If you are worried about your dis-satisfied customers using the same social networks on Performitor, well, don't. In case of a dissatisfied customer, you will be the first one to know about it - many times even before the customer has walked out of your hotel, giving you a chance to address their concerns. With a little immediate attention from you, this customer can be turned into a promoter of your brand. In this age of social networking, word travels fast - both good and bad. Performitor allows you to influence it, turning bad to good and helping the good word travel fast to other potential customers.
Nothing works better than word of mouth advertising, done on your behalf by your customer.