Travel Dynamics International Gets 360-Degree View of
Guest Experience with UniFocus Feedback Solution
Global Education-Cruise Company Charts New Course in
Serving Unique Clientele with GUESTScope
Dallas—May 6, 2008
—UniFocus, a global pioneer in the hospitality industry for performance, workforce management and
feedback solutions, announced that Travel Dynamics International has selected
the firm’s GUESTScope solution to consolidate the process of compiling and analyzing guest feedback. The
UniFocus approach gives them a 360-degree view, enabling them to see all aspects of the guest experience
and identify previously unnoticed trends.
New York-based Travel Dynamics International, one of the leading operators of high-caliber educational
programs conducted aboard small cruise ships, offers customized voyages led by distinguished scholars and
experts, and caters to travelers who have a keen intellectual interest in history, culture and nature.
According to Nikos Odysseas Papagapitos, Travel Dynamics’ manager of technology development, the
educational cruise company was looking for an easy-to-use yet effective means by which to acquire and
analyze post-cruise input from its client guests.
“Until now, Travel Dynamics was able to look at questionnaires on an individual basis and address only a few
salient issues,” Papagapitos said. “After looking at several companies’ guest survey offerings, we had no
choice but to go with the UniFocus GUESTScope guest survey program. UniFocus offers many advantages,
including the most critical benefit for meeting our needs: the capability of looking at results from all
questionnaires combined, allowing us to see trends that previously went unnoticed in the survey process.”
Papagapitos said he was particularly impressed with the way UniFocus staff responded to the specific survey
design needs of Travel Dynamics.
“In designing our questionnaires, many refinements had to be made to get things just right,” Papagapitos said.
“However, our UniFocus representative was very attentive and receptive to our needs—and that kind of
personal service is just another reason why we made the choice to partner with UniFocus.”
“We are delighted to welcome Travel Dynamics International aboard as one of our clients,” said Mark
Heymann, UniFocus President and CEO. “Given the unique services that Travel Dynamics offers its clients—
educational cruise-ship voyages—their choice of GUESTScope provides further validation of how effective and
versatile the program is in the service industry. The capability of acquiring and intelligently analyzing guest
feedback to fine-tune operations is a critical competitive differentiator in our business.”
UniFocus executives have provided technology leadership to the hospitality industry for more than 25 years.
The Dallas-based firm provides proven technology solutions to convention bureaus, hotels and resorts that
enable operators to more efficiently manage their workforce and gain a 360-degree view of the customer
experience. Equipped with superior business intelligence and labor management technology, UniFocus clients
can more effectively optimize quality, satisfaction, operational efficiency and profitability—with a higher ROI.
Among GUESTScope’s many features are:
- Sharp focus on measuring crucial outcomes that really matter in the customer experience: Satisfaction,
Intent to Return/Recommend, and Value (The SIRV Monitor).
- Patented components that deliver proven results through brief, easy-to-understand questions that
increase response rate.
- Training and support staff with vast hospitality and service industry experience.
- Comprehensive trending and comparative data analysis that furnishes the clearest insight into
operational strengths and weaknesses.
- Benchmarking analysis that provides understanding of a property’s competitive position.
- Extensive report drill-down capabilities that get to the level of detail needed to diagnose results—even to
tracking the performance of a particular room.
- Advanced open-ended comment search capabilities that quickly provide in-depth understanding of the
“whys” behind results.
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