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February, 2010
Abstract of an analysis of how effective our service is for our clients.
Introduction
The headline above has been one of our sales mantras over the past few years. We have always positioned our service as a tool for hoteliers who truly want to listen to their guests’ feedback in order to improve quality in their properties. The user friendliness of our Web guest survey interface and comprehensiveness and ease of use of our reports have been at the core of our messaging to choose GuestInsight over other guest feedback measurement solutions. Yet for all the positive feedback that our clients have given us over the 5 years since GuestInsight has been in use, we had never backed up our claims with a quantitative study of the results we deliver to clients-- until now.
The Exercise
We set out to conduct an analysis of all of our clients’ guest feedback data from when our service started (2005) through the end of 2009. In order to include a significant number of data points and be able to track trends with a reasonable level of confidence, we focused on clients who have been using the service for at least 2 years (approximately 65% of our client base). The analysis considered the GuestInsight Composite Score (see sidebar for description) metric for all monthly periods of a client’s tenure using our service. For each client, we conducted a regression analysis on their monthly Composite Scores in order to determine a linear trend.
The Results
Without exception, our clients composite scores have trended higher over the course of their tenure using the GuestInsight service. Irrespective of property type (our roster includes properties that are small, large, full service, limited service, convention, urban, suburban, rural, coastal resort, mountain resort) or location (properties in the study set are located in the United States, Canada, and Europe), EVERY client’s scores have trended higher. Frankly, we were a bit surprised by this result. Why? Well, for starters, our client roster includes properties that run the gamut of levels of luxury, or star ratings. As such, some clients began with very high composite scores and thus had less room to improve. Also, while we’d like to believe that every one of our clients fully uses the data and reports we provide to help improve the guest experience, we know that each client incorporates our data and reports into their management style in different ways. In the end, though, it is clear that every one of our clients strives to improve their guests’ experiences, regardless of property type, location, or star rating.
Join us and let us help you!
If you’d like to improve the guest experience in your hotel, let us show you how we can help with a 15 minute live online demo. The GuestInsight solution is the most complete, effective, affordable solution available. In fact, the monthly fee is about the cost of 1 night’s stay in your hotel.
February, 2010
Abstract of an analysis of how effective our service is for our clients.
Introduction
The headline above has been one of our sales mantras over the past few years. We have always positioned our service as a tool for hoteliers who truly want to listen to their guests’ feedback in order to improve quality in their properties. The user friendliness of our Web guest survey interface and comprehensiveness and ease of use of our reports have been at the core of our messaging to choose GuestInsight over other guest feedback measurement solutions. Yet for all the positive feedback that our clients have given us over the 5 years since GuestInsight has been in use, we had never backed up our claims with a quantitative study of the results we deliver to clients-- until now.
The Exercise
We set out to conduct an analysis of all of our clients’ guest feedback data from when our service started (2005) through the end of 2009. In order to include a significant number of data points and be able to track trends with a reasonable level of confidence, we focused on clients who have been using the service for at least 2 years (approximately 65% of our client base). The analysis considered the GuestInsight Composite Score (see sidebar for description) metric for all monthly periods of a client’s tenure using our service. For each client, we conducted a regression analysis on their monthly Composite Scores in order to determine a linear trend.
The Results
Without exception, our clients composite scores have trended higher over the course of their tenure using the GuestInsight service. Irrespective of property type (our roster includes properties that are small, large, full service, limited service, convention, urban, suburban, rural, coastal resort, mountain resort) or location (properties in the study set are located in the United States, Canada, and Europe), EVERY client’s scores have trended higher. Frankly, we were a bit surprised by this result. Why? Well, for starters, our client roster includes properties that run the gamut of levels of luxury, or star ratings. As such, some clients began with very high composite scores and thus had less room to improve. Also, while we’d like to believe that every one of our clients fully uses the data and reports we provide to help improve the guest experience, we know that each client incorporates our data and reports into their management style in different ways. In the end, though, it is clear that every one of our clients strives to improve their guests’ experiences, regardless of property type, location, or star rating.
Join us and let us help you!
If you’d like to improve the guest experience in your hotel, let us show you how we can help with a 15 minute live online demo. The GuestInsight solution is the most complete, effective, affordable solution available. In fact, the monthly fee is about the cost of 1 night’s stay in your hotel.