2020你需要知道的关于客户满意度调查的最全指南.pdf

?Everything You Need toKnow About Managing Guest Surveys030408131520252832?14?Net Promoter Score?HD?GuestSatisfactionSurveys?GSS)?3?4?VS.?90?2000?5?vs.?6?vs.?Google?TripAdvisor,?OTA?vs.?vs.?KPI?7?o?o?o?o?GSS?GUEST SATISFACTION SURVEYS(GSS)?ECR(EMAIL COLLECTIONRATE?)?x100%?ECR?GUESTLIST?PMS?CRM?DELIVERYRATE?GSS?8OPENRATE?SURVEY CONVERSION RATE?x 100%?STRUCTURED VS.UNSTRUCTUREDCONTENT?vs.?1?5?GSS?9?QUANTITATIVE VS.QUALITATIVEDATA?vs.?GSS?10QUESTION LOGIC?3?5?RATING SCALE?1-5?3?LIKERTSCALE?OVERALL SATISFACTIONSCORE?1?5?SENTIMENTANALYSIS?GSS?11TOPBOX?1-10?9?10?An example of TopBox metrics from ReviewPros GSSSolutionMANAGEMENT RESPONSERATE?AVERAGERESPONSETIME?GSS?12?3?1?Wi-Fi?13?14?ReviewPro?177?12.25%?ReviewPro?Auto Case Management?14?1.?2.?14?15?5?Check in?14?163.?Yes?No?4.?xx?5.?6.?7.?Logo?call-to-action?8.?14?179.?PMS?14?1810.ThinkMobile?PC?ReviewPro?40%?11.?ReviewPro?Google?TripAdvisor?HolidayCheck?12.?Spa?13.?1-3?14.?100%?50%?ReviePro?14?19?NET PROMOTERSCORE?Net Promoter Score,?NPS.NPS?Fred Reichheld?Satmetrix Systems?NPS?0?10?NPS?NPS?20?Promoter?9?10?Passives?7-8?Detractors?(?0-6?)?NPS?21NPS?NPS?100?100?NPS?22NPS?NPS?Satmetrix?39?NPS?ReviewPro?NPS?2017?ReviewPro?NPS?NPS?Global Review Index(GRI)?Source:ReviewPro Hotel Survey,2017?NPS?42.84?55.46?43.92?26.25?30.79?NPS?6?NPS?231.Take a HolisticApproach?NPS?NPS?NPS?2.?NPS?3.?NPS?4.?NPS?5.?6.Respond Promptly?NPS?24?Silvia Battistella,Barcelo?Write Effective Survey Responses25?Write Effective Survey Responses26?48?Write Effective Survey Responses27?ReviewPro?HD?Canary?ReviewPro?GRM?GSS?ReviewPro?2017?12?Isabel?HD?HD?Isabel?PMS?ReviewPro?TripAdvisor?TripAdvisor?TripAdvisor?HD?28?24.4%?30.8%?6.4?TripAdvisor?8%?18.7%?Isabel?HD?HD?29?Spa?HD?30PMS?30.8%?35.7%?3.8/5?4.4/5?Logo?HD?2.5%?Isabel?HD?ArmandoRodriguez?HD?31?ReviewPro?GSS?ReviewPro?ReviewPro?ReviewPro?32NPS?GSS?NPS?NPS?NPS?ReviewPro?ReviewPro?33?PMS?GSS?PMS?PMS?CRM?CRM?ReviewPro?NPS?ReviewPro?34?ReviewPro?ReviewPro?35?ReviewPro?ReviewPro?36?ReviewPro?ReviewPro?HolidayCheck?Google?ReviewPro?NPS?4?4?case?case?24?ReviewPro?GSS?app?app?ReviewPro?37?ReviewPro GSS?ReviewPro?38ABOUTUS?ReviewPro?5,5000?150?ORM?GSS?OTA?ReviewPro?RGI?ReviewPro?175?OTA?45?30,000?ReviewPro?40?Guest Intelligence Improvement SuiteTM?