How to Select an Automated Online Review Monitoring Tool
The reality of public involvement in traveler reviews has dramatically altered the way customer loyalty and satisfaction must be compared at the property level. It is no longer acceptable to measure satisfaction and team performance based on a closed-loop model of customer feedback alone, namely the traditional hotel comment card. Guest comments are now public, as are quality ratings, and failing to apply team accountability for public commentary, or failing to measure against your competitive set, are like ignoring rate positioning in a crowded marketplace.