Master the reviews on the numerous online platforms and bring responsiveness to delight the customer experience.
Studies show that 8 to 9 people out of 10 consult customer reviews to help them choose their vacation destination and accommodation. As for transportation, competition is fierce and quality of service is a major challenge to differentiate.
The experience is then dissected and shared without filter on social networks.
The challenges for tourism and transportation companies are multiple: centralize customer feedback scattered over several platforms, anticipate dissatisfaction during a stay, invest in service quality while controlling costs, manage a very large number of returns and identify the teams involved internally...
Understanding customer feedback is a guarantee of responsiveness and quality of service.
Streamlining its customer satisfaction management and allowing everyone to work with the same processes were the challenges VacanceSelect had to face when choosing SatisFactory.
How did Feedback meet their objectives and needs?
What device has been put in place?
What are the feedbacks from the field and the future objectives?
Discover all the answers in this case study.
When launching a new, innovative offer at the crossroads of the hotel and leisure industries, it is important to ensure that customers understand the hotel's positioning and that they find the service to meet their expectations.
For this reason, the MK2 Paradiso hotel has implemented a satisfaction survey since its opening to ensure the best possible customer experience.
How did they proceed? What are the results after 6 months of implementation? The answers in our case study.
When Belambra started working with SatisFactory, they had several challenges:
1 - Increase responsiveness in customer satisfaction management
2 - Manage social networks and increase their performance tenfold
3 - Involve all levels of the company in a "Customer Centric" approach
Find out how they managed to double the number of clubs with a TripAdvisor rating above 4/5 in just 1 year.
How to optimize customer listening in tourism?
Find a summary of the best practices implemented in the Barrière Group, Pierre & Vacances Center Parcs, Belambra, Croisières Ponant, Vacanselect...
This document includes answers to the questions:
- How to increase the return rate of surveys?
- Which steering indicator(s) should I choose?
- How to deal with negative reviews on the networks?
- How to manage KPI's?
We designed our platform to integrate real-time customer reviews from Google, Booking, TripAdvisor, Facebook, Zoover, Trustpilot, La Fourchette, Hotels.com.
You can manage both your surveys and customer reviews in the same solution.
To reconcile the two needs, we recommend proposing, at the end of the questionnaire, the possibility to leave a review on Google, TripAdvisor, or any other platform of your choice.
This way you only have to solicit your customers once, you accumulate more knowledge about them and more opinions on the platforms that matter to you.
The customer journey in tourism is very rich, because it is made up of multiple experiences: online or in agency booking, arrival, entry into the accommodation, activities, check out...
It is therefore necessary to set the right indicators to measure the performance of each of them and consider indicators to drive brand attachment.
We invite you to download our case studies or contact us to get inspired by best practices.
Why is it so important to respond to customer reviews left on online review sites?
wednesday, february 15, 2023
A tourism satisfaction survey is an essential tool for tourism and leisure professionals. It allows to collect the impressions and appreciation of the customers on the things they liked, the entertainments which were the most successful, etc.
Friday, April 27, 2018
Listening to its customers and measuring their satisfaction rate via a tourism satisfaction survey is essential for professionals ...
Sunday, January 14, 2018