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Hotel reputation management using in-room satisfaction surveys

Hotels are using TouchPoint for in-room surveys to reduce negative hotel reviews.

UNITED STATES OF AMERICA – Opinionmeter International has announced a ground breaking hotel reputation management tool aimed at reducing negative guest reviews posted online.

Like it or not there are hundreds of hotel review websites, not to mention social media venues where unhappy hotel guests can post about their experience. While we can debate the validity of user-generated hotel reviews, the reality is they are not going away. Hotel reputation management has thus become a necessary part of your marketing efforts.

TouchPoint is an extension of Opinionmeter’s commitment to measuring customer satisfaction at the point-of-experience.

TouchPoint is an in-room survey system that allows guests the ability to use their smartphones to access hotel guest satisfaction surveys in real-time while they are experiencing the service. A paper fold-up with a custom QR-code can be placed in each room, restaurant or service location (valet, spa, room service, etc.) for guests to access the survey after scanning the QR-code with their smartphones.

If a guest submits an unsatisfied response to a survey question, TouchPoint will send a text message or email alert to the appropriate hotel staff, affording the opportunity to instantly intervene with the unhappy guest and take corrective action while the customer is still on the property.

The goal is for responsive hotel managers to intervene before an unhappy guest can post a negative hotel review online, potentially reaching thousands of potential future guests. “With access to real-time customer survey tools, managers now have the opportunity to solicit feedback and instantly respond to service issues before an unhappy customer broadcasts their displeasure through social media,” says Morgan Strickland, CEO of Opinionmeter.

Opinionmeter’s mobile phone survey software uses QR-codes to access custom branded, hotel specific surveys on smartphones and tablets. When a guest scans a QR-code with their mobile device, the browser automatically launches the hotel survey. The branded survey questions and alert notifications are custom created by management for each specific property in the SurveyManager – an easy to use feedback management platform.

In addition to using QR codes to trigger mobile-web surveys, Opinionmeter also offers native survey apps that run on iOS (Apple), Android and Windows devices. Popular uses for the native survey apps are for survey kiosks that can be stand, table or wall-mounted as well as mobile survey devices that can be administered by the hotel staff directly.

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She holds a Bachelor's degree in Communication & Mass Media from Panteion University of Political & Social Studies of Athens and she has been editor and editor-in-chief in various economic magazines and newspapers.