Marriotts customer feedback system survey transacts

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Marriott’s customer feedback system survey transacts in real time which allows companymanagement to be more responsive in contacting guest following unfavorable feedback withinminutes.As stated by Hotel Business, “Before, it took seven to 10 days after they filled thesurvey out. Now, it is just a matter of seconds because we also get all of the social mediafeedback.” Notifications are red flagged in real time based on a score less than 9 or 10 which
21gets responded to by management or a response team member.The customer is contacted viaphone or email in rectifying the unfavorable feedback within minutes (Hotel Business).guestVoice value for Marriott can be noted for being a major factor in the success of itsproperties.“JW Marriott Grand Rapids has been the top-ranked North American property for theMarriott International, Inc. flag in customer satisfaction three times, most recently last year. Thenumber-one spot was achieved in the first year that the company’s guestVoice customer feedbacksystem was implemented (Forbes).”“Medallia is a pioneering customer-sentiment company that offers a unified view ofcustomer feedback, whether that feedback occurs post-purchase, in-app, or via social media andthird-party review sites. They do this across millions of customers, retaining the verbatimcomments to boot; and, at that point, Medallia help with the task of reviewing both statistical andverbatim feedback, pulling insights that can help a company determine what’s working and whatneeds to be fixed.An example of this occurred in the aftermath of Marriott’s acquisition ofStarwood in 2016. With so much value on the line in terms of the need to preserve customerservice levels and employee engagement, one of Marriott’s first actions in the companies’technical integration was to deploy a unified guest feedback system (guestVoice) that could coverall of their many subsidiary hotel marques……it succeeds in “bringing the voice of the customerto people at all levels of the Marriott organization” (Forbes).”A 2016 guest satisfaction survey results stated that 1in 5 guest responded to the customerfeedback survey.While 61 % rate their overall hotel experience at least 9 out of 10. The surveyincludes a list of 15 questions consisting of demographic analysis, reservation details, staffcommunication, cleanliness, food and customer service effectiveness, hotel services andfacilities, cost and fees which are ranked from a scale to 0 to 10. Marriott’s Medallion guest
22Voice survey results are confidential and must be purchased by a legitimate member of theindustry. The following statistics are taken from third part member correlated the statistics fromguest voice to similar competitors. The statistics for the following states: 83% ease of check-out,78% ease of check-in, 74% staff friendliness, 73% staff helpfulness, 77% safety of guest andbelongings, 49% value for money paid, 68 % overall hotel condition, 53% room attractiveness,

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