In a new study of 8,000 hotels using the TrustYou guest feedback platform, our research identified a positive relationship between hotels that send their guests post-stay surveys and those guests’ willingness to recommend the property.
Hotels that had incorporated post-stay surveys into their guest experience were likely to see a 2.5% lift in their average survey scores. This has a direct positive impact on the overall score and online reputation since TrustYou’s surveys have become the most important review source for users of the TrustYou platform. Furthermore, hotels saw an impressive 4% increase in a guest’s likeliness to recommend the hotel over a period of 12-18 months. Likeliness to recommend is a critical component to Net Promoter Scores, a common way that hotels and brands view measure loyalty.
90% of booking decisions are informed by guest feedback; every component to an online rating is critical for hotels looking to improve their booking volume. Post-stay feedback allows hotels to build up more review volume, which means more visibility and better online rankings plus helps to build a better hotel product based on guest needs. Each of the hotels in this particular study was using TrustYou’s advanced guest satisfaction survey tool.
Many hotels in the study greatly exceeded the averages and saw additional tangible benefits. Petit Palace Hoteles gained the ability to push nearly 2,000 reviews into online feedback streams and positively influencing the results potential guests would see on search engines and travel sites like Google, KAYAK, and Hotels.com.