TripAdvisor announced the addition of free, personalized customer satisfaction management dashboards to each property owner’s page on the site. Managers and owners of every one of the 450,000 hotels on TripAdvisor can now instantly assess their performance, as determined by their guests, including trend and competitive analysis, and a new Customer Satisfaction Index (CSI). Market Metrix, a provider in feedback solutions for the hospitality industry, powers these customer metrics.
“The explosion of guest feedback can be incredibly valuable to anyone in the hospitality industry, but reacting quickly can be a challenge because of the growing volume of reviews,” said Nathan Clapton, vice president of partnerships for TripAdvisor. “TripAdvisor wants to make it easier for hoteliers to engage with the travel community online. We want to decrease time spent analyzing reviews so owners can more easily and quickly respond, and spend more time delighting their customers.”
Customer metrics are one element of a newly expanded suite of owners’ resources on TripAdvisor. Any property owner or manager can find their resource center by going to http://www.tripadvisor.com/owners, or by clicking on the owner’s link at the bottom of any property review page. The dashboard appears in the “Track Performance” tab. Each dashboard includes:
- Customer Satisfaction Index - a new scoring system that rates each review from 0-100 based on seven key TripAdvisor ratings, including: overall, value, recommended by traveler, cleanliness, service, room, location.
- Recent reviews - the eight most recent reviews, categorized according to key metrics and enabling quick identification of issues with cleanliness, service, and more
- Trends - compares a property’s rank against competitors, and against the aggregate rank of nearby properties