Crown Spa Hotel Case Study
Cutting edge customer feedback - Rant & Rave over Wi-Fi
The challenge
The multi-award winning Crown Spa Hotel is constantly looking for ways to improve their customer’s experiences. With the ability for both good and bad reviews to spread to tens of thousands using the internet, it’s essential that anyone in the hotel and catering industry make every effort to listen to what the customer is saying. David Frank - Administration Director was keen to find a service that would allow the collection of customer feedback using multiple channels. Preferably the service would then be able to analyse and present the findings in one easy to manage online dashboard. This data is essential for assessing employee and business performances which can be measured against organisational targets and goals.
The solution
The Crown Spa Hotel was set up with Rant & Rave, a multi-channel customer insight service designed to collect customer comment at the point of experience (which strengthens the validity and relevance of all information collected). Once collected the information is processed using our intelligent award winning Sentiment Engine and presented back to the customer through a user friendly and dynamic online dashboard. Customers are encouraged to leave their comments using any of a number of channels including phone, SMS, web widget and email. The service is promoted using advertisements placed around their beautiful walled gardens allowing customers to log in and leave feedback using the free Wi-Fi available. The ability to collate information through a number of channels into one dynamic view for later assessment made it quick and easy for Crown Spa to respond to important customer issues.
The Challenge
Crown Spa Hotel have benefitted from the ability to collate all information into one easy to analyse dashboard resulting in savings on the time spent analysing information, money spent collecting and co-ordinating feedback and resources and manpower to carry out the task. Previously they were asking for feedback on slips of card and then manually collating and analysing the information, often feedback was not read or ignored. Rant & Rave provides information directly from the customer into the Rant & Rave dashboard; David Frank Administration Director likes this unfiltered view of exactly what the customers are saying. The time saved in not having to manually collect and analyse the information, along with the money and resources saved means David and Crown Spa Hotels can concentrate more time, energy and money on improving their customer’s experiences
“To me it’s all about recommendation and I would recommend Rant & Rave. It does everything it suggests it will and more”
- David Frank - Administration Director - Crown Spa Hotels
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