Service quality assessment system for the hotel
Service quality assessment system for the hotel
We were approached by the owner of a prestigious hotel in Odessa with the task of automating business processes, namely the automated collection of feedback from hotel guests. Due to an NDA, the name of the company is not disclosed.
Details
The goal of the project is to automate the process of collecting feedback from hotel guests immediately after their check-out to improve the quality of service. The system shall provide:
- Automatic sending of feedback requests via email or messengers on the day of guest check-out.
- Centralized collection and analysis of feedback in one system to quickly respond to issues and complaints.
- Creating notifications to management and operations staff of negative feedback for immediate response and service improvement.
- Developing a metrics and reporting system to evaluate guest satisfaction and the effectiveness of actions taken.
"Integrating Bitrix24 with PMS has allowed us to create an efficient process for automated feedback collection, which has significantly improved service quality and customer interaction."
Work progress
Step 1
Step 2
Step 3
Result
Increased feedback collected: The automated process increased the amount of feedback collected by 50%. Reduced response time: Response time to negative reviews was reduced by 60% due to prompt notification to the director. Increased customer satisfaction: Customers became more satisfied by promptly resolving their issues and improving service quality, increasing satisfaction by 30%
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