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Improving Rating, Boosting Revenue

How a global hospitality enterprise improved feedback redressal and customer satisfaction.

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  • down-whiteClient
  • line-midChallenge
  • line-midSolution
  • line-midImpact
  • line-midConclusion

Client

Success in the hospitality industry relies a lot on customer feedback and engagement. Poor management of these two aspects can adversely impact brand voice, customer loyalty, and ROI. The industry also suffers from issues like high turnover rates, a lack of workforce diversity, and cultural differences. Our client, a leading global hospitality enterprise in the US, also struggled with similar challenges.

Challenge

A lack of a proper customer engagement and feedback platform made it difficult for our clients to understand their customers' needs and how they could improve their service. As a large hospitality company with hotels, bars, and restaurants, the client could have used numerous potential channels for engagement but did not leverage them properly. Poor employee engagement further affected the client’s service quality, operational efficiency, and overall brand reputation. They lacked a proper tool for employee feedback and engagement, which led to aggravated issues like turnover and employee dissatisfaction.
Their challenges included:
1

No effective way to access and analyze customer feedback in real-time.

2

No existing tool for continuous employee feedback and engagement.

Solution

With its intuitive feedback management platform, Dropthought, Bahwan CyberTek empowered the client to effectively collect and analyze customer and employee feedback in real-time. Bahwan CyberTek implemented kiosks, tablets, and QR codes at various touchpoints to instantly gather feedback and direct it to managers for prompt service recovery. Bahwan CyberTek also established real-time customer feedback alerts, directing them to their respective managers via the Dropthought Manager app. The tool broke down feedback comments into positive and negative sentiments through deep text analysis for each location and time period. These customer sentiments were analyzed for insights that helped identify specific issues. Dropthought's analysis and review capabilities also assisted in evaluating the diligence of the interventions. Stakeholders could see if the managers were promptly responding to negative feedback alerts. Bahwan CyberTek also provided a "Create Your Own Survey" tool, which allowed managers to tailor and manage surveys across multiple sites. The tool was shared with the client and their teams across six other sites in the US. Bahwan CyberTek’s solutions enabled the client to receive instant feedback from multiple touch points and achieve service recovery through relevant real-time interventions. The solution resulted in a significant improvement in the hotel's rating and revenue.
1

Relevant feedback collection modes were employed for each customer touch point to tap into every opportunity for feedback collection.

2

Ten kiosks were strategically placed at the reception, pool, and other common areas.

3

25 tablets were employed as check binders and handed out to customers at the hotel’s restaurants, café, and bar.

4

QR codes soliciting feedback were placed in each hotel room.

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QR codes were also enclosed in room service cards to capture feedback.

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Tabletop tablet enclosures were installed in all suites.

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Real-time alerts for negative customer feedback were set up through the Dropthought Manager app to aid real-time intervention.

8

Time-stamped feedback enabled stakeholders to identify which staff were on duty during negative customer feedback.

9

A “Create Your Own Survey” tool was provided to managers to build custom surveys.

Impact

Bahwan CyberTek's innovative solution revolutionized the client's hospitality service, leading to a remarkable 1.4-star improvement on TripAdvisor and a 28% revenue increase per available room. The integration of real-time feedback collection and immediate service recovery mechanisms not only heightened customer satisfaction but also fostered staff accountability and proactive problem-solving. This strategic approach allowed for swift identification and resolution of issues such as poor Wi-Fi or uncomfortable bedding, directly enhancing the guest experience. Moreover, the use of time-stamped feedback pinpointed staff performance, ensuring consistent service quality. The result was a significant reduction in customer churn and a solidified market position, demonstrating the profound business impact of Bahwan CyberTek's client-centric solution.
1

Managers could receive instant feedback from multiple touch points and achieve service recovery through relevant real-time interventions.

2

Time-stamped feedback and review capabilities improved accountability among the staff and managers.

3

Instances where managers consciously chose against acknowledging negative feedback or delaying response to an issue were brought forth easily.

4

Through feedback-based actions, the client gradually improved customer satisfaction levels and customer churn significantly.

5

Within 3 months, the client's TripAdvisor rating improved by 1.4 stars. Considering Cornell University’s research, a 1-star rating increase correlates to a 28% increase in revenue per available room.

Conclusion

Bahwan CyberTek empowered the client to effectively collect and analyze real-time feedback from customers and employees. Implementing kiosks, tablets, and QR codes at various touchpoints, Bahwan CyberTek facilitated instant feedback collection, enabling prompt service recovery and enhancing staff accountability. The "Create Your Own Survey" tool allowed managers to customize surveys across multiple sites. This comprehensive solution significantly improved customer satisfaction, resulting in a 1.4-star increase in the client's TripAdvisor rating and a 28% boost in revenue within three months, showcasing Bahwan CyberTek's impactful intervention in addressing service and HR challenges.

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148, Rajiv Gandhi Salai(OMR), Okkiyam Thoraipakkam, Chennai - 600 097

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+91 44 43449000,
+91 44 61739000

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global@bahwancybertek.com

Bahwan CyberTek is a global technology transformation partner, driving innovation and equipping companies for the future.

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