Hotel Reputation Management Using In-Room Satisfaction Surveys

Hotels now using TouchPointTM In-Room Surveys to Reduce Negative Hotel Reviews.

Opinionmeter International has announced a ground breaking hotel reputation management tool aimed at reducing negative guest reviews posted online.

Like it or not there are hundreds of hotel review websites, not to mention social media venues where unhappy hotel guests can post about their experience. While we can debate the validity of user-generated hotel reviews, the reality is they are not going away. Hotel reputation management has thus become a necessary part of your marketing efforts.

TouchPointTM is an extension of Opinionmeter’s commitment to measuring customer satisfaction at the point-of-experience. TouchPointTM is an in-room survey system that allows guests the ability to use their smart phones to access hotel guest satisfaction surveys in real-time while they are experiencing the service. Any paper fold-up with a custom QR-code can be placed in each room, restaurant or service location (valet, spa, room service, etc.) for guests to access the survey when scanning the QR code with their smart phones.

Hotel Reputation Management
This is a copy of the printed fold-up the Bell Air Hotel in The Hague, Netherlands puts in each room

If a guest submits an unsatisfied response to a survey question, TouchPointTM will send a text message or email alert to the appropriate hotel staff, affording the opportunity to instantly intervene with the unhappy guest and take corrective action while the customer is still on the property. The goal is for responsive hotel managers to intervene before an unhappy guest can post a negative hotel review online, potentially reaching thousands of potential future guests. “With access to real-time customer survey tools, managers now have the opportunity to solicit feedback and instantly respond to service issues before an unhappy customer broadcasts their displeasure through social media,” says Morgan Strickland, CEO of Opinionmeter.

Opinionmeter’s mobile phone survey software uses QR-codes to access custom branded, hotel specific surveys on smartphones and tablets. When a guest scans a QR-code with their mobile device, the browser automatically launches the hotel survey.Thebranded survey questions and alert notifications are custom created by management for each specific property in the SurveyManager – an easy to use feedback management platform.

In addition to using QR codes to trigger mobile-web surveys, Opinionmeter also offers native survey apps that run on iOS (Apple), Android and Windows devices. Popular uses for the native survey apps are for survey kiosks that can be stand, table or wall-mounted as well as mobile survey devices that can be administered by the hotel staff directly.

More information about TouchPointTM and other survey applications is available at:

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