ORC e-experience for hotels
ORC e-experience
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: quickly 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 and correct service or product issues, while 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 likelihood of 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 you to identify areas requiring improvement and trends over time.
To request a demo of the results website, please complete the form below
Online interviewing – even faster feedback ORC e-experience can be used with any form of data collection.
As online transactions 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
Improved member engagement at David Lloyd Leisure
Click here to contact the Consumer team >>
Alternatively, contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
