ReviewPro recently undertook a worldwide industry study to gather insight into how hoteliers are managing guest feedback to deliver better experiences and to highlight current trends in the industry related specifically to guest survey management.
The 2016 Guest Satisfaction Management Barometer for hoteliers surveyed 2,877 hospitality professionals across the globe and provides some eye-opening insights that could help hotels identify gaps in their current guest feedback management strategy.
Key findings include:
- 94% of hotels feel that is is important to be able to integrate guest survey data with online review analytics but only 29% of hotels are doing so.
- 51% of hotels use electronic guest surveys to gather direct feedback but only 14% are using in-stay email surveys (which enable hotels to carry out valuable service recovery).
- 23% of hotels use the Net Promoter Score® (a powerful metric to benchmark guest satisfaction) when analyzing the results of their surveys.
You can download the full study with the findings here.