GUESTScope™ Puts Critical Insight at Your Fingertips

Dallas—January 27, 2011 — UniFocus today announced GUESTScope 5.0, which brings together the most dynamic and insightful set of reporting technologies available for utilizing guest intelligence to:

• Protect Revenue: Identify what is most important to guests and that impacts their intent to recommend.
• Quickly Analyze Verbatim Comment Data: Find out what is being said most often about your property, and in what context, utilizing the comment tag cloud.
• Quantify Revenue at Risk: Understand, based on your guests’ intent to return, how much revenue you may have at risk and what to address that can reduce this risk.
• Know Cost of Problems: Relate revenue at risk to problem incidence and service recovery performance.
• Improve Online Reputation: Encourage your loyal guests to post online reviews and improve your competitive standing.

“Our newest release of GUESTScope embraces the latest technologies available for putting critical intelligence about your business—at your fingertips,” said Mark Heymann, President and CEO of UniFocus. “Best of all, this new release is so intuitive that your staff will be easily ramped up in no time at all.

“Another benefit is the most flexible reporting capabilities in our industry, developed so that you can quickly spot significant trends,” Heymann continued. “GUESTScope also helps improve your service recovery success rate with more timely, effective feedback analytics and follow up. Most importantly, making a direct connection between problem incidence and how it relates to your guests’ intent to return and recommend, and its cost to your operations, can be translated into significantly enhanced revenue. And GUESTScope has the capability to drive higher response rates, giving our partners more meaningful decision-making information.”

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

• Real-time alerts—Ensure that key staff members make faster and effective service recovery efforts.
• Key Opportunity Reporting—Clearly identify the issues most highly correlated to customers’ intent to return and recommend.
• Service Recovery Index—Easily ascertain how well the staff is resolving problems by type and the timeliness of response.
• Issue Analysis Reporting—Put effective corrective actions into play per frequency and type of issue.
• Communication Blog—for staff to document and share insights from the data.
• Integrated Travel Site Monitor—Integrates your open-loop and closed-loop feedback