Fisher Island Club Deploys UniFocus’ GUESTScope™

Dallas—December 15, 2010 — Fisher Island Club, a world-class private island residential community and exclusive club, has implemented GUESTScope for its hotel & resort. Fisher Island has its own zip code and has been labeled “Fantasy Island” by the New York Times.

Fisher Island Club recently completed a $60 million renovation and was profiled in the South Florida Business Journal. Its 45 cottage-style hotel carries The Leading Hotels of the World accommodation designation.

“At Fisher Island, our hotel guests expect the very best in unrivaled luxury, exclusive amenities and the highest standards of service,” said David Smiley, Hotel Director for Fisher Island Hotel & Resort. “We chose UniFocus’ GUESTScope because it enables us to know how well we’re meeting those expectations and to identify areas where we can have the most influence on guest satisfaction and loyalty. We believe GUESTScope is the best system available today for putting critical intelligence that makes a difference right at our fingertips.”

“GUESTScope brings together the most dynamic and intuitive set of reporting technologies available for bubbling up critical intelligence about your guests,” said Mark Heymann, President and CEO of UniFocus. “This enables you to quantify where revenue is at risk based upon your guests’ intent to return and recommend, and dramatically improve your service recovery performance with timely, effective feedback analytics.

UniFocus’ GUESTScope utilizes customized survey questions designed to distill the most critically important issues surrounding the customer experience and includes these vital features:

• Real-time alerts to key staff for immediate action.
• Critical Issue Reporting — Bubble up the items that are most highly correlated to customers’ intent to return and recommend.
• Revenue at Risk—See the dollar amount associated with performance; based upon customer’s intent to return and recommend, you will know the “cost of quality.”
• Service Recovery Index—Understand how well the staff is resolving issues by problem type.
• Issue Analysis Reporting—Put corrective actions into play per frequency and types of issues.

About Fisher Island Club

Fisher Island is a world-class private island residential community and exclusive club where distinguished members enjoy the lovely Vanderbilt Mansion's main club, its hotel which has lovely circa 1925 cottages and guest suites, its charming ocean side private Beach Club and other intimate restaurants, its superb Mediterranean-inspired 16 court Tennis Center, its elaborate deep-sea water marinas, stunning championship golf course and spectacular Spa Internazionale. For more information, visit www.fisherislandclub.com.