Q: Why GuestInsight?
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History of the GuestInsight ServiceThe GuestInsight service grew out of a custom application we built for a B2B client to monitor customer satisfaction 18 years ago. The next step came a few months later; a modification of the application for a regional bank to monitor customer satisfaction in its branches. Finally, one of our advisory board members (with a background in the hospitality business) spearheaded the idea to morph the application into the GuestInsight service.
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Our RootsOur team has been at the business of opinion research for a long time.
It starts with our founder, Jeff Robbins, who has been in the industry for more than 30 years. Actually, even before that, at The Wharton School of the University of Pennsylvania, he wrote the specification for one of the first panel management and quality control applications for the focus group industry as a Computer Science thesis. Then, after spending 15 years on the qualitative side of the marketing research industry, he founded Database Sciences in 1999 as the Internet was emerging as a viable marketing research methodology. |
Core Values Drive Our Organization & ServicesThe philosophy that has always driven the services we provide for clients to collect the opinions of their guests can be summed up this way:
"Value your guests' opinions. Respect their email inboxes." With our roots in the marketing research industry, we feel really strongly about this. If you do everything possible to demonstrate respect to your potential survey respondents, your results will be better. And, when you're conducting customer (or guest) satisfaction research, the way you in which you ask for opinions is vitally important in how your customers perceive your organization. In fact, how you choose to ask your guests for their feedback may be a component of your guests’ overall satisfaction with your organization. Some other folks in the business of providing customer satisfaction survey services don't see it this way. Maybe it's because they don't have the experience we have in asking people for feedback, or because they just see surveying as another arrow in the email marketing quiver. Frankly, we believe they are wrong. We our happy to offer more lengthy explanations why we believe our way is the best way. We prefer, however, to let you talk to our clients and let them tell you about how our services work for them. Whether you operate a small inn or cafe, a full-service resort or restaurant, or a chain of full service hotels or restaurants, we've got somebody for you to talk to. |