Auto-Feedback Service Case Study

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 feedback.

Results

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.
 

Lessons

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 guests.

     


 


 

Brook House
Cage End
Hatfield Broad Oak
Bishop's Stortford
Hertfordshire
CM22 7HP

Partner: Keith Artus
London +44 (0) 1279 718900
kartus@customer-care-research.com

Customer Satisfaction Research
Appreciation Evaluation
Loyalty & Retension Research
Client Contentment Research
Attitudinal and Image Reviews
Disloyalty and Exit Investigations
Competitor Price and Service Investigations
Contract and Policy Pre-Renewal Interviews
Performance Benchmarking and Tracking
Employee and Management Surveys
Knowledge Management
Advertising and Promotional Research
Consultancy and advice
Customer Relationship Management
Customer Maintenance Programmes
Customer Care Training

 

Beverley House
Beverley Way
Trumpington
Cambridge
Cambridgeshire
CB2 9JS

Partner: Jill Carpenter
Cambridge + 44 1223 572229
jcarpenter@customer-care-research.com

 

 
           
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