Products & Services > Closed-Loop Feedback Technology > Guests / Customers

GUESTScope™

GUESTScope is one of the most advanced survey technologies available for gathering and evaluating guest feedback. Questions are designed to increase response rate, thereby delivering actionable intelligence. Assessment of value based on the impact of rate or length of stay, coupled with other key drivers of satisfaction, enable you to maximize the guest experience and ensure high levels of intent to return/recommend.

GUESTScope Features

• Trending and Comparative Data Analysis — Gain the clearest insight into your operational strengths and weaknesses through comprehensive trending and comparative data analysis.
• Benchmarking Analysis — Provides understanding of your competitive position with regard to satisfaction, intent to return, price/value.
• Rate Loyalty Reporting — Measuring satisfaction by rate paid identifies “convertible” guests for more targeted guest recovery.
• OLAP Reporting — Business intelligence on demand.
• Web-based Surveys — Email invitations for Web-based surveys automatically issued utilizing departure data from property management systems.
• Multiple Survey Methodologies — Comment card or e-surveys tailored for different guest segments, outlets, and real-time information needs.
• Automated Feedback Responses — Integrated GUESTResponse™ System generates fully automated, template-driven responses to feedback results that close the loop in the feedback process.
• Integration with PMS — Easily produce segment detail reports.
• Daily Reporting — Real-time reporting on the fly.
• Advanced Guest and Comment Search.
• Problem Resolution Summary — Detailed reports based on client-defined outcome-based scores.
• Experienced Support Staff — Training and support staff with vast hospitality and service industry experience.

GUESTScope includes an integrated GUESTResponse System that tracks guest feedback; an automated escalation process ensures that each guest receives a response and you have a faster recovery time. Analytics provide knowledge that relates guest satisfaction to key indicators, enabling you to create more effective growth strategies. Follow-up and resolution reporting on outcomes allows you to fine-tune tactics to more effectively serve guests.

What Matters Most to Your Guests?

The lifetime value of a satisfied guest has far reaching financial implications. Guests who not only return, but recommend to others, helps you significantly lower your cost of customer acquisition. The ability to clearly see how guests perceive their stay and their intent to return is financially rewarding. Making an investment in your guests now can profoundly improve performance, loyalty, asset value, profitability and ROI. Your guests’ perception of their experience and value associated with price is what counts. GUESTScope systematically identifies and measures the most critical drivers of guest satisfaction and loyalty in the guest experience: Satisfaction, Intent to Return/Recommend, and Value (The SIRV Monitor).

What Matters Most: What Guests Think.

With GUESTScope it is possible to know what your guests think in real-time and apply actionable intelligence for instant service recovery. This helps you move your CRM process to a new personalized level of improved loyalty and service. Additionally, advanced open-ended comment search capabilities quickly give in-depth understanding into the reasons behind feedback results. And extensive report drill-down capabilities provide the level of detail needed to diagnose–even to track the performance of a particular room. Also, you can take advantage of ongoing result-tracking functionality by utilizing ACTIONScope™ . These advanced management tools provide you with an integrated action-planning solution that enables continuous monitoring to ensure that corrective measures are actuated.