CSM Magazine

JANUARY 22, 2024

In the digital age, a hotel’s homepage often serves as its front desk to the world. This first digital impression can be as impactful as the first step into a physical hotel lobby. In the realm of designing hotel websites , the homepage is not just a digital space but an invitation, a promise of the experience that awaits.

Hotels 52

Hotels Travel Analytics Social Media 52

SurveySparrow

MAY 26, 2022

A hotel guest questionnaire is just what you need. Guest survey questionnaire: Examples. Need for a hotel guest questionnaire. Need for a hotel guest questionnaire. Hotel Guest Questionnaire: Best Practices. What is a hotel guest questionnaire? What are some hotel guest survey questions?

Hotels 52

Hotels Survey Feedback Software 52

Retently

MARCH 2, 2023

While talking to every customer personally is almost impossible, CX surveys take this function on. The 5-star survey – a variety of the CSA T survey – is one of the quickest ways to gather customer feedback and gauge customer satisfaction. What is a 5-star survey? How was the customer service you received?

Survey 158

Survey Effort Score Ecommerce Customer Satisfaction 158

Experience Matters

MARCH 19, 2015

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings.

Hotels 120

Hotels Customer Experience Effort Score Industry 120

GetFeedback

APRIL 15, 2019

There’s a lot that goes into planning an event, and I’m pretty sure that event survey questions are not at the top of your list. Building the perfect event requires careful planning and research, and to do this, you need to engage your participants with well-thought-out event survey questions. During the event (Mid-event surveys).

Survey 207

Survey Transportation Conference Hotels 207

ShepHyken

JANUARY 26, 2022

I’m getting survey fatigue. In the past, companies have sent me surveys that were so long I became tired – or fatigued – at some point during the survey, and as a result, I wouldn’t complete it and therefore the company never received my feedback. We’ve covered survey length before, and that’s not what this is about.

Survey 123

Survey Rewards Programs Airlines Hotels 123

Grade.us

AUGUST 5, 2021

Hotels are struggling. Data shows , hotel occupancy, averaged just 44 percent in 2020 (33 percent lower than in 2019), and Revenue per Available Room (RevPar) was just $45 (48 percent lower than in 2019). Hotels haven’t recovered…yet. million employees in the hotel industry. million employees in the hotel industry.

Hotels 49

Hotels Travel Hospitality Consumers 49

GetFeedback

NOVEMBER 20, 2018

Companies willing to make that kind of investment expect great results, and conference/event surveys help them deliver. Surveys make an excellent addition to the marketing toolbox. Event & Conference Survey Questions from Beginning to Send. Salesforce sent surveys to attendees during and after Dreamforce.

Conference 199

Conference Survey Tips Feedback 199

Experience Matters

JUNE 1, 2016

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S.

Hotels 120

Hotels Customer Experience Survey Industry 120

SurveySparrow

DECEMBER 24, 2023

One great way to crack this is by using customer experience surveys ! In this blog, we will look into all you need to know about a CX survey, including its importance, types, and best practices to follow. What is a Customer Experience Survey? But how do we do it? They come in different types.

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

SurveySensum

SEPTEMBER 18, 2023

Did you ever notice that after attending a meeting on Google Meet a survey pops up → ‘How likely are you to recommend Google Meet to other people you work with?’ This is what the in-app survey looks like. These surveys provide a unique opportunity to gather customer feedback right when they are interacting with your product.

Survey 52

Survey Gamification Hotels User Experience 52

Vonage

DECEMBER 13, 2018

Disappointing results on a customer service survey can be more than demoralizing. The problem is unlikely to be the survey design (though that’s possible). Maybe this step sounds like too much in-depth work to do when you have survey results to turn around. More likely, the problem is that you really need to improve!

Survey 215

Survey Customer Service Guidelines Comparison 215

Zonka Feedback

FEBRUARY 6, 2023

Surveys are a vital part of our daily lives. They get used in restaurants, schools, hospitals, hotels, and more.

Survey 52

Survey Hospitality Hotels Feedback 52

Horizon CX

MAY 7, 2021

In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. The Seven As of Closing the Loop on Survey Responses. Reach out to the survey respondents and thank them for participating in the survey program and providing valuable feedback.

Culture 130

Culture Net Promoter Score Hotels Survey 130

PeopleMetrics

JULY 29, 2020

I have been writing and taking surveys for 30+ years. And when I first started writing surveys, I wrote my fair share of bad ones too. Today, there are more surveys sent out than ever before. And this means more bad surveys than ever are being sent out to customers, guests, patients, and employees. No bad surveys.

Survey 71

Survey Net Promoter Score CEM How To 71

SurveySparrow

JULY 26, 2022

Since you’ve come to SurveySparrow , let’s talk about survey bias – one of the factors that can seriously mess up the accuracy (and quotability) of your survey data. In this article, we’ll explore these topics: What is survey bias? Types of survey bias + how to foolproof your surveys against them.

Survey 52

Survey How To Healthcare Feedback 52

Experience Matters

NOVEMBER 16, 2015

During our second day at the hotel, we received a text message that led to the interaction in the graphic on the right. Resort leader(s) decided that it was a good idea to survey its customers and get some data. It’s Time To Stop Surveying Customers. The bottom line : Stop surveying, start improving.

Survey 120

Survey Hotels Customers Interaction 120

Lumoa

JULY 17, 2022

Their diverse portfolio includes 60 theme and amusement parks, zoos, aquariums, water parks, and hotels – each come with their own goals and challenges! New Case Study with one of our customers – Parques Reunidos! Parques Reunidos is the eighth largest leisure park operator worldwide.

Case Study 208

Case Study Hotels Knowledge Base Study 208

ShepHyken

OCTOBER 16, 2019

Ask customers on the way out of a store, call them on a phone or send follow-up surveys via email. I wrote about surveys a few years ago. The gist of that article was about getting more customers to fill out those surveys. Don’t wait two weeks to send the survey. The next day, you send the customer a survey.

Survey 99

Survey Hotels Customer Service Training Feedback 99

Experience Matters

JANUARY 21, 2020

These reports are based on a survey of 10,000 U.S. Enjoy these free reports: Industry CX Snapshots This series of reports dig into CX data for a number of industries: Airline, Auto, Banking, Health Insurance, Hotel, Insurance, Read More. consumers and examine almost 300 companies over 20 industries.

Industry 201

Industry Consumers Feedback Insurance 201

Zonka Feedback

JUNE 8, 2022

Be it education, corporate businesses, retail stores, healthcare, or hotels, businesses can retain their customers or employees if they know what influences their loyalty to the brand. In every industry, loyalty plays a major role in the success of an organization.

NPS 52

NPS Tools Survey Hotels 52

SurveySensum

SEPTEMBER 19, 2023

So yesterday my friend Jess was scrolling through a new travel booking app to book a hotel. While browsing, she kept receiving in-app surveys asking her to rate her experience. The answer was as vague as the question and the survey missed the mark. The answer was as vague as the question and the survey missed the mark.

Survey 52

Survey Data User Experience Customer Satisfaction 52

customer sure

APRIL 20, 2022

Invited to respond to a survey and you decide to take part. We can all give examples of really long and poorly designed surveys (a large, well known budget hotel chain is particularly bad for this). They too will have experienced long, painful surveys, so why are they inflicting this on their own customers?

Survey 62

Survey Hotels Data Examples 62

BirdEye

NOVEMBER 30, 2023

A recent survey shows that 87% of millennials use Facebook for travel booking inspirations, while 50% use Pinterest and Twitter to inspire them. Send automated referral emails to clients who leave positive feedback via surveys and reviews. Run a survey to see what sites your audience uses the most and plan accordingly.

Travel 109

Travel Marketing Social Media Hotels 109

delighted

FEBRUARY 26, 2024

Brands send NPS email surveys after a purchase or interaction to collect customer feedback when the experience (and email) is still fresh in the customer’s mind. Sending a successful NPS email survey is easy when you have the right tools and feedback strategies in mind. What is NPS? That’s all you need!

NPS 98

NPS Examples Tips Survey 98

Gainsight

MARCH 31, 2020

We surveyed CEOs, CROs, and CCOs of late stage private cloud companies (e.g., The first learning came from the survey responses themselves. We emailed a population of 82 respondents and received 41 surveys back. Given the downturn, companies are doubling down on the “recurring” part of Annual Recurring Revenue.

Survey 105

Survey Industry Airlines Hospitality 105

BlueOcean

JUNE 26, 2018

With that in mind, we reached out to Paul Jones, an award-winning hotel manager within the Best Western organization. In the hotel I currently manage, we provide suite accommodations. We also track customer responses – both through surveys and reviews – to help us follow up and go back to training if necessary.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

GetFeedback

JULY 19, 2019

A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.

ROI 309

ROI How To Touchpoint Hotels 309

Beyond Philosophy

JULY 6, 2023

The Magic Castle Hotel made the top ten of all Los Angeles hotels on Trip Advisor. You would not be impressed if I showed you pictures of this hotel. It looks to me like an old apartment complex that was painted yellow and converted into a hotel. However, the consumer reviews of this hotel are off the charts.

Hotels 78

Hotels Fashion Examples Government 78

Customer Bliss

JANUARY 30, 2020

Pal’s Sudden Service , a drive through restaurant based in Tennessee with 26 stores enlists a 60-point psychometric survey to decide if the teenagers who will deliver food to your drive-in window or make your burger will sync with the values of the company and team they will join. Acts of fairness earn word of mouth and growth.

Company 216

Company Hotels Insurance Travel 216

SurveySparrow

MAY 30, 2021

While surveys can be shared via multiple platforms, survey emails top the chart of best ways to share a survey. You can embed a link or the survey itself on your email to get responses from your audience. Before getting started, you should go through some of the best survey email examples. Click to get started! <Survey

Examples 52

Examples Survey Hotels Exercises 52

Steve DiGioia

JUNE 20, 2022

I used to work with a general manager who, as you walked through the hotel halls with him, would make a point of picking up a piece of trash off the floor. I don’t like taking surveys after a purchase. I know he was testing to see if you’d pick up the next piece. It was fun watching those new employees who didn’t know about his tactic.

Hotels 195

Hotels Meeting Survey Connections 195

delighted

JANUARY 28, 2020

When it comes to sending Net Promoter Score (NPS) surveys, timing is everything. If you send your NPS survey too early, your customers may not have a full story to tell. If you survey too late, you could lose the raw emotion felt during the experience, as well as those critical details that tend to fade away over time.

NPS 44

NPS Survey Ecommerce Hotels 44

ShepHyken

SEPTEMBER 4, 2023

Elevating Customer Experience: Embracing Hospitality as the Foundation by Charles Ryan Minton (Newsweek) When it comes to providing exceptional customer experiences, few industries excel quite like the hotel business. they’re everywhere.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

Clarabridge

MAY 17, 2017

When is the last time you actually took a survey? In fact, Forbes studies show that survey response rates are down to an all-time low of less than 2%. Well the answer is here: Conversational Surveys. Conversational surveys allow you to do a few critical things: Collect NPS -type data. You send them a two-question survey.

Survey 58

Survey Hotels NPS Feedback 58

ShepHyken

SEPTEMBER 5, 2022

The article quotes a survey that claimed 64% of consumers would switch. Dan Gingiss) NPS Detractors, the Net Promoter Score (NPS) survey respondents who rate your business between 0 and 6, are typically referred to in a negative light. When you see the word hotel in this article, just mentally swap it with the word “business.”

Net Promoter Score 67

Net Promoter Score Customer Service Hospitality Hotels 67

Blake Morgan

JULY 11, 2023

          A company as large as Choice Hotels, with more than 7,000 locations worldwide, is bound to have a huge amount of data. Noha Abdalla, Chief Marketing Officer at Choice Hotels International, Inc, says data is the cornerstone of the brand’s customer experience.

Customer Focused 45

Customer Focused Data Strategy Hotels 45