What are your guests not telling you?
If there was an ongoing issue that was negatively affecting your guests’ opinion of your establishment, surely you’d be aware of it by now.
But what if you weren’t?
You always try to ask guests how they enjoyed their stay, and you rarely see negative comments written on those in-room comment cards collected by the housekeeping staff.
So, you feel pretty confident about overall guest satisfaction. But, have you ever considered that dissatisfied guests might not be telling you their actual opinions? That they might be saving those thoughts for their next Facebook vent, Twitter callout, or flaming Trip Advisor review? Your business could be dragging through the social media mud right now without you even knowing it.
Prospective guests put more weight on the opinions of your former guests than they do on marketing messages and advertisements, so you can’t afford to miss negative guest feedback. With social media being what it is today, it has never been more crucial to know how your guests feel about your establishment.
Every single guest experience offers the opportunity for you to improve your offerings. But if you’re simply making assumptions about how guests perceive your business, how can you possibly expect to know how they feel?
Address a poor guest experience the minute it happens, not after it escalates into a larger problem.
Your next guest is hot on the heels of your last. A developing problem can either be nipped in the bud or left to fester and become something that threatens your reputation. The best way to deliver consistently positive experiences to your guests is by asking for (and analyzing) feedback.
What if you knew what guests thought about their stay, minutes or hours after they check out?
What if you could step in and change someone’s mind about how they view your establishment before they had a chance to cement that negative opinion and share it with the world? Sometimes all a guest needs, in order to turn a bad experience into a good one, is to feel heard.
Monitor the pulse of your guests with our customer experience management program
YourAtlanticExperence.ca measures and monitors direct guest feedback, giving you real-time data that you can use right away to identify strengths and weaknesses, ultimately improving your business.
We measure the following:
- Overall Experience
- Staff Experience
- Room Quality
- Quality of Customer Service
- Speed of Service
- Atmosphere of the Property
We provide the following services:
- Comment and Text Analysis
- Complaint Resolution
- Social Media Advocacy
- Customer Insights/Demographics
- Employee Incentive Tracking
- CASL Compliant Email Collection
Deliver consistency. Achieve excellence.
There was a time when simply being aware of an issue was half the battle. But today, with the viral nature of the tourism industry, being aware of a problem is not enough. You need to address issues immediately.
Our live reporting dashboards and regular online reports show you everything you need to know, including procedural steps, to correct problems and empower staff members to strive for greatness.
Be proactive, not reactive.
Our simple, five-minute surveys extract all pertinent information from your guests about their overall experience at your establishment. (Guests are encouraged to complete these surveys by becoming eligible to win daily and weekly cash prizes.) You’ll receive feedback on an ongoing basis so that you have a clear understanding of guest perception of your business. This data will let you take action right away, putting you in a proactive, rather than reactive, position.
Imagine having the opportunity to win over a disgruntled guest or to reward a staff member for a job well done that you mightn’t have known about otherwise. That’s the power we have to offer.