Whether it’s solicited survey feedback or unsolicited commentary on line today, it is vital to find out what customers are saying and to monitor your property's online reputation. The distillation of this information into meaningful intelligence, such as the impact of critical issues on their intent to return and recommend—keeps significant amounts of revenue from walking out the door.
And it’s not just what guests and meeting planners are saying; it’s also about what employees are saying, and how their attitude impacts customer satisfaction. Having insight about your staff as strategic assets enables you to deploy their talents more effectively. And knowing if your service standards are in sync with today’s changing perceptions—or whether meeting planners view your establishment as the ideal venue choice—gives you a competitive advantage.
Continuously seeking ways to improve business, customer service, and products offered in order to attract new customers and hold on to existing ones. However, implementing new strategies without proper feedback can ultimately prove to be counterproductive. To execute an effective plan, it’s important to gauge customers’ perceptions to improve guest satisfaction, and collect employee feedback to create a more stimulating and healthy workplace culture. There is no better value available for your business than obtaining this kind of intelligence. And there is no more practical way to improve loyalty and keep guests and meeting planners coming back.
UniFocus' Survey Solutions link service standards to your guest and employee perceptions helping you exceed customer expectations. Results are filtered into our dynamic, “at a glance” dashboard for easy visibility, and can be segmented to offer further insight into certain properties, departments, groups and more.
Employee Engagement Survey- STAFFScope™ shows employee perception, helping companies understand critical factors that can lead to increased and sustained employee engagement.
Meeting Planner Surveys- MEETINGScope™ clearly shows how planners perceive a business’ services—from the contract through the planning phase, event day, and after.
Utilize our Robust Solutions to Easily:
UniFocus' Survey Solutions give your teams valuable instant answers to:
UniFocus' Survey Solutions provide effective, real-time customer loyalty and employee engagement metrics. Our survey solutions produce higher response rates and useful business intelligence via intuitive, intelligent dashboards. Key Opportunity reporting provides actionable intelligence for the entire staff, which can be further enhanced by our revealing mystery evaluation processes – all to elevate business.
Our surveys can be presented in any written language, are compatible with smart phones, tablet PCs, and iPads, and have the ability to be accessed via QR codes. The various methods used to administer surveys offer customers flexibility and options leading to an increased response rate, meaning a boost in data and targeted results which offer comfort when making strategic decisions.
"The feedback provided by SERVICEScope has allowed our Leadership team to examine the most fundamental portions of our best practices and refine how our levels of service can continue to set us apart from our competition. The feedback is detailed, thorough, and consistent through the organization."
- Ian Dailey, Director of Organizational Development of Canyons Resort
"UniFocus will help PGA National achieve its business objectives of continually enhancing levels of customer service and profitability with their innovative solutions and expert training. By partnering with UniFocus to create brand specific labor standards PGA will enhance our performance and guest satisfaction."
- Joel Paige, Vice President & Managing Director, PGA National Resort and Spa
"Valid Customer feedback is extremely important to earning high satisfaction ratings and plays a vital role in loyal clients driving profits and recommending new business. With UniFocus' online system, The Mayfair will capture the feedback of guests which will be integrated with our corporate level reporting. Every key touch point that makes up a guest stay is valuable."
- Si Sloman, Principal MJS Hotels
"UniFocus' LMS provides all the flexibility and functionality that allows us to ensure that the Center Of Operational Effectiveness' work on developing comprehensive, optimized and effective standards across our properties worldwide is reflected in the technology. We are also excited by the comprehensive analytics, available to all users, in the LMS Dashboard...what a powerful capability."
- Michael Escalante, Vice President, Global Center for Operational Excellence of Hilton Worldwide