As part of our brand new Guest Intelligence Suite, we have created a dedicated page for management response, allowing users access to a dashboard where they can track the response ratio and average response time on an aggregated, global level by source and see how their response strategy compares to their competitors. This new feature allows users to identify areas for improvement in their management response strategy.
Our new feature allows management to set goals for the response ratio and over the course of the next few months, we will also offer the same for the average response time.
• Ability to track the performance of management response indicators against competitors.
• Allows users to evaluate the hotel response strategy against the competition in order to set KPIs.
For example, you can identify on average the amount of time it takes you to respond to feedback compared to a direct competitor. It may take you 6 hours but your competitors only 3 or 4 which helps management set goals for improvement. The average response time is based on the review and response date published by the sources.
• Users can view all of the management responses against features such as goals and filters.
• Evaluate the group performance by source as well as the detail of each source by hotel.
The management response dashboard allows users of the tool to drill down on the detail and adapt their strategy for responding to guest feedback accordingly.
For a free demo of our Guest Intelligence Suite, contact one of our experts today. If you’re already a client, please get in touch with your account manager for more details.