ORC e-experience for hotels
ORC e-experience for hotels
“The traditionally mild-mannered British consumer has learned to expect superb service and to vote with their feet if they’re not satisfied”
Institute of Customer Service Director, Robert Crawford
Is your Guest Satisfaction Survey as effective as it could be?
With customer service increasingly important, guest feedback is an essential business tool – however, it is of limited use unless managers can access it quickly and easily.
ORC e-experience: quickly assess your guest feedback and improve your guests' experience.
- Immediate feedback
ORC e-experience uses real-time reporting via a results website. Surveys are uploaded onto your website as they are completed, providing immediate feedback.
- Easy access to results across your entire organisation
Results can be accessed by multiple users – Head Office and site-based. Sites can quickly isolate and correct service or product issues, while Head Office can make strategic decisions which are informed by customer feedback.
- Depth of response
The website shows key performance indicators, ratings of specific areas and verbatim comments from guests – helping you to identify areas requiring improvement and trends over time.
- Focus on what’s important
Key driver analysis identifies which aspects are most likely to impact on likelihood of repeat business or recommendation, enabling you to spend your resources effectively.
- Prompt problem resolution
"Red flags" can be provided where you are alerted to any poor-scoring surveys, enabling you to address the issue promptly.
To request a demo of the results website for hotels, please complete the form below
Online interviewing – even faster feedback ORC e-experience can be used with any form of data collection.
As online bookings become more prevalent, it is likely that your online database provides a good representation of your customer profile. We’d be happy to discuss whether online interviewing is appropriate for your organisation. |
The ORC e-experience approach: key advantages
- Tailor-made to suit your needs; fully customisable questionnaire and website
- Immediate feedback for fast action:
- Verbatim comments provide invaluable depth of information and identify specific problems
- "Alert" facility to identify negative issues requiring attention
- Dynamic reporting through a customised website, providing secure yet easy access across your organisation
- Increased buy-in amongst local managers
- Significant reduction in administration costs and time
- Password-controlled access for multiple users
- Benchmarking of your customer satisfaction data against other organisations
Recent case studies include:
Customer loyalty in the hotel industry – the success story of Premier Inn
Click here to contact the Consumer team >>
Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
