How B&B Hotels Gains More Visibility and Customer Insights With TrustYou’s Guest Satisfaction Surveys
A. B&B HOTELS takes its hotels' online reputations very seriously, so much so that our Managing Director reads every single new review written about each of our 65+ properties. We take a holistic approach to reputation management: using TrustYou's monitoring tools to track our hotels' performance and improve as needed. Then at the end of 2012, we began using TrustYou's surveys to gain even more feedback from our guests and will soon add review scores and summaries to our website.
Q. Can you elaborate on how post-stay surveys play into your online reputation management program?
A. TrustYou's surveys allow us to gain more feedback from our guests using surveys that are customized with our own branding and custom questions. Furthermore, we are able to distribute the surveys to third-party sites like Holidaycheck, giving us more reviews and more visibility on these important websites.
Q. So how do you analyze survey results?
A. Within TrustYou's monitoring tool, we can easily break out our hotel scores by source, including survey data. Through the analysis of our own guest feedback, we have been able to further optimize our services and learn what sets us apart from the competition.
Q. Are you able to share any metrics about how the surveys have helped to improve your online reputation?
A. We have gained 18,000 new reviews from TrustYou's surveys. In fact, so far in 2014 these surveys account for 28% of all reviews written about B&B HOTELS. They also average 7% higher scores than reviews written on other channels.
Q. Where do you see the future of your online reputation management program going?
A. We recently renewed a multi-year contract with TrustYou so that we can build on our successes with new offerings like the multiple survey functionality, which will allow our hotels unlimited capabilities to ask guests about specific aspects of their stay. And we'll integrate the Marketing Widgets onto our website so that we can proactively let travelers know about our reputation and increase conversion rates.
Senior Marketing Manager
Phone: +49 89 55 27 35-116
TrustYou, the world's largest guest feedback platform, provides hotels with insights to improve their guest experience and market to future guests. Guest feedback informs 95% of booking decisions, and TrustYou's guest feedback platform incorporates hundreds of millions of hotel reviews, surveys, social comments, and direct messages through SMS, email, Facebook Messenger and more. This information is analyzed along each step of a traveler"s journey, including booking and pre-stay queries, real-time guest request, and post-stay feedback, to generate actionable insights for 500,000 hotels. TrustYou"s platform is made up of various components, including TrustYou Meta-Reviews*, verified global review summaries displayed on travel and search sites like Google, KAYAK, and Hotels.com; TrustYou Messaging, real-time guest messaging service; TrustYou Stars, an advanced guest satisfaction survey tool; TrustYou Analytics, the world"s leading online reputation management tool and the accompanying app TrustYou Radar. PMS, CRM, IBE and other hotel software providers can make use TrustYou Connect, a partner program to integrate TrustYou"s guest feedback platform with its products to help their hotel clients to positively influence every stage of the guest journey. Find more information on TrustYou and the guest feedback platform at www.trustyou.com.
*TrustYou Meta-Reviews only contain verified reviews and do not include reviews from TripAdvisor