TrustYou Analysis Identifies Review Topics that Impact the Hotel Reputation the Most
‘Service Friendliness’ biggest driver for positive scores +++ ‘Hotel room’ biggest impact factor for negative scores
TrustYou, the world's largest guest feedback platform, identified the biggest drivers of positive and negative online reviews through a detailed "Impact Score" analysis of the 90 million reviews that were analyzed in 2016. When more than 95% of customers make their booking decisions based on online feedback, the ability to improve and spotlight hotels reviews is critical.
TrustYou, the world's largest guest feedback platform, identified the biggest drivers of positive and negative online reviews through a detailed "Impact Score" analysis of the 90 million reviews that were analyzed in 2016. When more than 95% of customers make their booking decisions based on online feedback, the ability to improve and spotlight hotels reviews is critical. Impact Scores are determined based on an algorithm that lets a hotel know which praises or complaints in a review have the greatest impact on their overall review scores, based on analysis of more than 140 categories that guests use to describe their experience.
"Every day, guests provide feedback about their experiences with hotels on social media, review sites and online booking platforms, which have massive impact on a hotel's business," said Benjamin Jost, CEO of TrustYou. "As we analyze every single feedback for every single hotel in a city or destination, we can very accurately provide hotels with their "impact scores" which identify the main drivers that influence their overall scores. This information is crucial for hotels to quickly identify and measure their biggest opportunities for improvement. "
TrustYou's analysis identified the most critical sentiment being "Service" and "Service Friendliness" claimed the top #1 and #2 spots for most important categories impacting positive hotel rating. Hotels that receive positive mentions in reviews in these categories have averagely improved their scores by 2.8 and 2.3 percentage points.
The most negative impact scores were related to the hotel room itself. "Bathroom" was the most common term associated with negative experiences, which also led to a decrease of 5 percentage points in score. "Room" and "Beds" were also prevalent and resulted in 3.5 percentage point decreases. Investing in these areas helps hotels to reduce negative reviews which in return will result in an increase of 5 percentage points in the overall score per review.
Hotels can test their own impact scores and many more advantages of using TrustYou's guest feedback platform in a free 14-day trial of TrustYou Analytics.
For more information, visit www.trustyou.com
About TrustYou
TrustYou is hospitality's memory: the platform that unifies what guests feel, what they do and what they ask in a single system. Since 2008, more than 100,000 hospitality businesses have used TrustYou to understand their guests, act on what they learn, and keep the relationship going between stays.
That memory has three parts, built to work as one:
Customer Experience Platform (CXP), the memory of experience: reviews, surveys, sentiment and reputation, captured and acted on across every touchpoint.
Customer Data Platform (CDP), the memory of the customer: every transaction and interaction resolved into one golden profile, and activated through service and marketing communication.
TrustYou Agent, the memory of conversation: one AI agent across every channel, from web to WhatsApp to email, around the clock and in every language, closing the loop so that outbound messages from the CDP and inbound replies to the Agent belong to the same continuous conversation.
Every interaction adds to the memory, so the system knows each guest better than it did the day before.
TrustYou is headquartered in Munich, Germany, and serves hospitality brands in over 165 countries. Learn more at www.trustyou.com.