ORC e-experience for hotels
ORC e-experience
“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 Customer Satisfaction Survey
as effective as it could be?
With customer service increasingly important, client feedback is an essential business tool – however, it is of limited use unless managers can access it quickly and easily.
ORC e-experience: instantly assess client feedback and improve your customers' experience
- Immediate, accurate 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. Customers are surveyed immediately after their experience, while it is fresh in their mind.
- Easy access to results across your entire organisation
Results can be accessed by multiple users – Head Office and site-based. Sites can quickly isolate service or product issues, whilst Head Office can make strategic decisions which are informed by customer feedback.
- Focus on what’s important
Key driver analysis identifies which aspects are most likely to impact on repeat business or recommendation, enabling you to spend your resources effectively.
- Depth of response
The website shows key performance indicators, ratings of specific areas and verbatim comments from customers – helping identify areas requiring improvement and trends over time.
To view a demo of ORC e-experience, click here
The ORC e-experience approach: key advantages
- Tailor-made to suit your needs; fully customisable questionnaire and website
- Range of methodologies to suit your requirements , including:
- Online interviewing: the most cost-effective and quickest solution
- Interactive Voice Response (IVR): often used in conjunction with a web survey, interactive surveys by telephone can be used where no customer details are available
- Full range of traditional methodologies such as telephone, postal and face-to-face
- 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
Improved member engagement at David Lloyd Leisure
Recent articles in the press include:
Hospitality – Yes sir, no sir!
Customer Strategy – Tempest's perfect storm
MyCustomer.com – Using the internet to understand and improve the customer experience
Hotel Report – Don't get caught in the web
Easier Travel – Premier Inn guest survey revolutionises hotel's offering
Click here to contact the Consumer team >>
Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
