CXP Buyer’s Checklist
Feedback Collection
Your platform should collect feedback from every meaningful source and make it easy for guests to share.
- Aggregates reviews from OTAs, Google, Booking.com, TripAdvisor, and other third-party sources
- Supports unlimited first-party surveys (pre-stay, on-site, and post-stay)
- Mobile-friendly and multi-language options
- Customizable templates and distribution via email, SMS, QR codes, or Wi-Fi
Why it matters: Hotels using post-stay surveys see an average 8% higher review score.
Analytics and Insight
Raw feedback isn’t useful without structured analysis.
- Sentiment analysis across hundreds of categories (e.g, cleanliness, staff, value)
- Impact scores to surface what’s improving or dragging down performance
- Competitor benchmarking by location, region, or brand
- Insights broken down by property, department, or portfolio
Why it matters: AI-powered sentiment analysis tools help your teams focus on what will make the most significant difference, rather than less impactful items.
Response Management
Timely, thoughtful replies improve guest perception — but they take time.
- Unified inbox for reviews and survey comments
- AI-generated review responses with tone and language controls
- Templates for recurring situations (e.g., “thank you,” “apology,” “we’ll follow up”)
- Multi-language support and escalation flows
Why it matters: Just one unaddressed negative review can reduce future bookings.
Reporting and Goal Tracking
A strong CXP gives your team clear targets and the ability to track progress.
- Customizable dashboards by brand, region, or role
- KPIs like NPS, category-level satisfaction, response rates, and review volume
- Goal-setting tools to benchmark progress over time
- Exportable reports for leadership, ownership groups, or department heads
Promotion and Marketing
Your best reviews can do more than sit on a dashboard — they can drive bookings.
- Meta Review summaries you can embed on your site or booking engine
- Google Review Push to publish positive survey responses automatically
- Review widgets and badges to display guest sentiment
Why it matters: 95% of travelers read reviews before booking, and strong review visibility directly impacts conversion.
Data Privacy and Compliance
Your platform must be built to protect guest data and respect their preferences.
- GDPR-compliant survey handling and consent collection
- Regional hosting options to meet local data protection laws
- Role-based access controls for large teams
- Full audit trails for consent and survey data.
