Bachcare Holiday Homes is especially fond of ReviewPro’s sentiment analysis tools. It allows them to identify which items were coming up again and again including things that would have never crossed their minds such as the exact number of placemats, pillows and cutlery guests wanted. They also learned that cooking equipment is more crucial than ever before, since people are not going out to restaurants as much due to the pandemic.
Ensuring a Constant Cycle of Improvement
The higher volume of surveys provides a treasure trove of guest feedback for fine-tuning the guest experience.
As survey results are broken down by region, property, department, booking channel, trip type (among other variables), Bachcare Holiday Homes can now easily identify where improvement is needed and which segment is driving the need for improvement. A custom Lifetime Value filter also provided valuable insights into guest satisfaction among the top spenders. As survey results were shared with property owners and holiday managers via a personal portal, in the event of a low rating or negative review, a case was automatically created in Auto Case Management (ACM) and assigned to a team member for follow-up, ensuring nothing was ever left unnoticed.
The feedback also highlighted the strengths that gave Bachcare an upper edge over competitors, such as its 124 holiday managers who are available to guests 24/7.
None of our competitors offers full services like we do. There is no one on the ground like our holiday managers. It gives our guests and owners peace of mind.
-Fleur Douglas, Head of Managed Services
