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, empowers hotels with solutions to drive more bookings and improve their hotel product. Through each phase of the guest journey, hotels can utilize guest feedback to enhance review marketing and achieve operational excellence. Guest feedback influences 95% of booking decisions. TrustYou Meta-Review, which incorporates hundreds of millions of hotel reviews, surveys, and social posts for over 500,000 hotels worldwide, powers guest reviews on dozens of travel sites, including Google, Kayak, and Hotels.com.* These reviews help hotels to manage and improve their performance along each step of the guest journey, from booking and pre-stay search queries to real-time guest requests via messaging, to post-stay feedback in the form of reviews and survey responses. Through the TrustYou partner program, PMS, CRM, IBE and other hotel software providers can integrate TrustYou"s guest feedback platform into their products to help their hotel clients positively influence bookings and revenue.
Find more information on TrustYou and the guest feedback platform on www.trustyou.com.
*TrustYou Meta-Reviews only contain verified reviews and do not include reviews from TripAdvisor