Frasers Hospitality Improves Operations and Overall Guest Experience with the TrustYou Platform

by January 4, 2018 1:17 pm

Frasers Hospitality, the hospitality arm of Frasers Centrepoint Limited, is a global hospitality operator offering serviced, hotel residences and boutique lifestyle hotels across the globe.

Frasers Hospitality started to use TrustYou’s full guest feedback platform in 2015, including its analytics and survey features in order to manage, monitor and collect guest reviews for all properties worldwide. Since the start of the collaboration, Frasers has seen remarkable improvements in the area of post-stay surveys, the number of reviews, different category scores, response rates and other with the goal to increase the overall guest experiences and level of guest satisfaction.

Key improvements:

  • The total number of reviews grew considerably by 408% from 2015 to 2017.
  • The total response rate increased from 30% in 2015 to 96% in the first six months of 2017.
  • In the first half of 2017, the number of TrustYou Survey reviews increased by 60.8% compared to the second half of 2016.
  • In the second half of 2016, TrustYou Surveys accounted for the 2nd most number of reviews collected

Download the full case study for more valuable insights: