2017 Year in Review: A Look Back at Last Year’s Biggest Moments
If 2016 was amazing, 2017 was one for the record books. From new platform features and updates, to significant customer milestones, ambitious projects and innovative research, 2017 has been another epic year here at TrustYou. So, as we begin a new year, we’d like to take a moment and look back on all the things we’ve learned, experienced, and achieved together in the past 12 months.
The highlight of the year has to be, without a doubt, TrustYou’s acquisition. After carefully searching for a partner in crime, as we like to call it, to help support TrustYou’s vision of building the world’s largest guest feedback platform, we finally found one to share this exciting journey with. In Recruit, we found not only a partner, but also a mentor who is eager to support and give us the necessary knowledge and resources to accelerate our growth.
In addition to joining forces with Recruit, 2017 brought on more than a few late nights building a platform that we are proud of. In 2017, we’ve worked on and launched a heap of new features to make the platform faster, lighter, and easier to use. We released a total of 95 new features - more than twice as many as last year - and rolled out some major enhancements to our guest messaging tool. By connecting Amazon Echo to Messaging, we brought guest hotel communication to the next level, combining all guest requests via text, email, Facebook messenger and voice control in one single dashboard. Intrigued? Learn more about it here.
In 2017, our customers have continuously pushed us to make our service better. We’ve delivered a total of 385 weekly regular webinars in 6 different languages, solved 51K+ service tickets, and improved our response time by 14% compared to last year. And guess what? Our efforts paid off: last year, we reached a 97% customer satisfaction score and saw a massive 37% increase in our users' database.
In turn, you engaged with guests like never before, collecting 10% more reviews than last year. Way to go! Plus, you raised your global response rate by 2.6% and drove the highest ratings thanks to that: out of all the reviews collected last year, 55% were 5 stars reviews! We are so proud!
As we continued to grow, we strengthened our existing partnerships and brought on powerful new ones, including Leonardo, Feratel, Rainmaker, GoldenUp, IBC Marketplace, DirectWithHotels, to name a few.
As you might have noticed, we’re always trying to provide the best content when it comes to learning about guest feedback and how you can leverage it to scale your business. And because of this, we spent lots and lots of hours in 2017 writing and updating our resources to help make your lives a little easier. You’ll find a list of our most popular research papers, best practice guides and blog posts in our 2017 Year in Review.
And because hard work deserves some playtime too, in between big launches, new projects, strategy planning, and new partner acquisitions, we saved some room for fun as well! In 2017, we’ve had a total of 19 office parties, 5 team barbecues, 4 official team building events and our 3rd Annual TrustYou “Call to Auction”. We made sure to keep last year’s promise and in 2017, through the help of our team, we were able to make a significant donation to Proactive Open Arms, whose main mission is to rescue refugees from the sea arriving in Europe fleeing wars, persecution or poverty. We’ll carry on the tradition!
This year has been a truly exciting chapter for TrustYou and we have big ideas and ambitions for what comes next. We’re thankful to all of you for taking this journey with us, and can’t wait to see what we can achieve together in 2018!