Customer Care Research established a web portal data inputting structure for staff
at all 26 conference venues to continuously input their Guest
Feedback Survey forms together with complimentary guest
feedback pages and pop ups on the client's website.
All data was automatically routed to us for 'Hot Guest' testing
and continuous monthly analysis.
Monthly reports and presentation material were produced.
Venue performance monitoring and tracking enabled
immediate fixes or long term improvement programmes to be
put in place.
Client specific reporting for in-house use and for monitoring
with client major account partners was developed.
We devised an annual employee survey to test employee
opinion and to match improvement suggestions with guest
Centralised group data, analysis by any criteria, service or location, benchmarked service performance, maximised guest satisfaction, immediate guest remedy process, reporting for major accounts, innovations and new product and services tested.
The previous method used by the client was labour intensive
individual spreadsheets. This was time consuming and
inefficient, with data not centralised for easy comparison and
'cross venue' analysis.
Our methodology eliminated the internal staffing time drain
and provided clean, efficient analysis and advice.
Our portal can also link to venue PMS for direct data links or
the PMS can be programmed to issue feedback invitations to