Survey shows that TrustYou is the most used program for online reputation management
Online reviews have developed as an important marketing instrument for hotels. The right way of dealing with reviews results in a stronger customer relationship, more bookings, higher revenue and offers possibilities for better quality management.* The most convenient way to overview and manage the numerous reviews on the many different platforms are online reputation management tools.
Tourismuspartner, experts for hotel reviews and online reputation, recently conducted a study with 20 hotel chains in Germany, Austria and Switzerland like Accor, Lindner and Motel One, examining the topic “How hotel chains manage the flood of reviews”.
TrustYou was named as the ORM tool being used by more than half of those surveyed, which underlines the quality of the products and services. All participants of the study use an ORM program and are “satisfied” or “very satisfied”.
Further results of the study show that 90 percent of the respondents perceive the influence of review on quality management “strong” or “very strong”. 40 percent see a correlation regarding pricing. A recently conducted TrustYou study also showed that 76% of travelers are willing to pay more for a hotel, if it is rated better.
Concerning the responsibility of responding to reviews, hotels within the Tourismuspartner study indicate that they usually reply themselves with support of the headquarters. In total, 19 out of 20 hotels reply to reviews on portals within 24 to 72 hours. For this purpose, 80% of hotels within the study have developed internal guidelines, which contain recommendations about style, wording and text blocks to guarantee a timely reply.
TrustYou reacted to the mobile requirements of today’s society and developed the new App TrustYou Radar (available iOS and Android). It enables its users to receive new reviews on the go and reply directly.
An overview of all results of the Tourismuspartner study is available at http://www.tourismuspartner.co.at/english/news/
*Result of a recently conducted TrustYou Study