Making mistakes is alright, and in fact, you should commit mistakes in order to learn and rectify.
But sometimes even a minute goof-up can demolish your credibility, resulting in the loss of existing as well as prospective customers.
Thus comes into play the hotel direct feedback which a lot of hotels use these days for customer retention and improved revenue.
According to a report, 96% of dissatisfied customers won’t tell you about the bad experience at your Hotel property. Instead, they will talk about it with 9-15 people, further hampering your hotel business’s growth.
Therefore it becomes crucial to register your customer’s feedback for multiple reasons.
When you ask for a customer’s feedback, it shows that you care about your guests. This is an important Customer Touch point. It makes them feel important, thereby strengthening the customer relationship.
This is one of the strategies to gain the trust of the customers, and convert them into returning clients by joining your customer loyalty programs. This can easily be managed through various customer loyalty management software and hotel guest feedback management software.
Secondly, you cannot keep a vigil on each and every aspect of your hotel business. A customer’s perspective can reveal shortcomings or furnish new ideas to add value to your hotel business. Customer feedbacks assist in combating these situations and there are with technological advancements, hotel feedback management software are easily available to hotel managers.
Now that you know the importance of customer feedback, it’s time to discuss the ways of streamlining the procedure of collecting customer feedback. Once you have inducted these strategies to improvise customer feedback procedure, you will collect better responses, necessary to take your hotel business to new heights.
Check out the following strategies and implement them as soon as possible.
Strategies to Improve Customer Feedback process for Hotel’s Success
The Art of Preparing Questionnaire
While the hotel feedback software can give you all templates for feedback forms, hotel managers still need to personalise them for better results.
The feedback is all about extracting relevant information from the clients.
Now it’s up to you to decide what’s “relevant” for you, whether you want feedback on staff services, food & beverages, or availed facilities.
The aim is to obtain unbiased information so that you can improvise accordingly.
You can either ask clients to simply jot down their overall experiences or you can prepare a set of questions, the latter being more preferable.
While preparing a questionnaire, ensure it is short and crisp.
The customer is not willing to spend more than a few minutes on the feedback. Besides preparing a concise feedback form, you can consider the following recommendations as well:
- Include a mix of open-ended and closed-ended questions, the former allows customers to elaborate whereas the latter has a limited scope of answering
- A set of multiple-choice questions assists customers in choosing a relevant answer, without stressing too much on writing a suitable response
- Focus on asking objective questions that can be answered in a couple of lines, where the customer can decipher the query by simply glancing at the question
Making customer feedback an Integral Part of the Brand Experience
Availing feedback should be an inevitable component of your hotel business operations. You should consider it an opportunity to enhance customer experience, by making it an integral aspect of the brand experience.
You can either ask customers to fill printed feedback forms or simply connect with them via an online medium. The former allows you to register customer’s views while they are present on the premises.
The online ways of availing feedbacks, such as sending survey forms via emails, render freedom to the customers to fill the forms at their convenience.
You can automate and organize the complete procedure by using hotel related software, deployed for managing various business operations.
Instead of boring and complicated survey forms, create and send visually-appealing forms, comprising of less text and more visuals. Blend in different colors to make it attractive. In addition to this, feedback forms should be responsive and mobile-compatible.
On average, people are spending more than 4 hours on mobile phones. Therefore, keep this factor into consideration.
Know How Much to Ask for
You cannot ask a person, who came for dinner, to devote 15 minutes to fill a feedback form. But you can ask a customer, who spent a week in your hotel, to fill this form.
Prepare feedback forms according to the customer experience, keeping into consideration the duration of stay, nature of stay, type of services availed, and so on.
You can maintain the records in the customer feedback software, and it will automatically generate and send feedback forms to the customers.
Let the Hotel Customers express themselves
Setting up a predefined list of close-ended questions may confine the scope of availing desired information.
It’s better to create a questionnaire that allows customers to write open-ended comments. A customer is able to describe his or her experience in an elaborate manner when given the independence to do so.
Once you have received feedbacks with exhaustive information, you can deploy text analytics technology to determine KPIs that influence the customer experience.
Returning customers at your hotel property are willing to spend more than new customers. Incorporate these strategies to deliver a seamless feedback experience to the customers arriving at your hotel.
If you are willing to respect and implement customer’s views and preferences, you will become a fully-fledged, customer-oriented hotel, thereby gaining credibility and generating higher revenues in the long run.
And with technology everywhere, good hotel feedback management software is easier to find than it has been ever before.
Fretty Francis works as a Content Marketing Specialist at SoftwareSuggest, an online platform that recommends software solutions to businesses.
Her areas of expertise include hotel management, customer relationship management, and project management software. In her spare time, she likes to travel and catch up on the latest technologies.