A recent study made by "Forrester Research" and "TripAdvisor" gives the Professionals of the hospitality sector essential tips on their guest feedbacks managament in order to maintain their guestrelations quality.
Thus, the study demonstrated that if the quality of the comments posted on the social networks and blog is important in their buying decisions, the customers are also sensitive to other criterias being the offer of a guest review system by the hotels. Indeed, 71 percent of travelers pretend that they want hotels to offer this system, 68 percent are going deeper when they claim that they would hesitate to book an hotel that is not equipped with such a tool...
The study does also demonstrate that close to 50 percent of consumers won't book an hotel that don't have online reviews! "Phocuwrights" even reports that a consumer who read online hotel reviews is 59 percent more likely to book than someone else.
As we explained previously, the attention the hoteliers give to these guest comments is essential for their success. Indeed, Tnooz agency reports that the hotels that are engaging with guests are seing a 6 percent increase in review score, what is excellent for their visibility! Responding to reviews give the potential customers the proof that we care. Moreover, even if the reviews are negative, the only fact to answer it makes 79 percent of the travelers more confident and reassured according to Forrester.
With that, the conclusion is that the tourism websites (and especifically Tripadvisor) shouldn' be neglected. This tool is becoming essential in the maintain of the fame of an establishment, a company. Having negative review is not an end in itself, however, a permanent watch (surveillance) has to be done.
Summary of the web article "Absence of Guest Reviews Could Land Your Hotel on the Naughty List".
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