Collecting customer feedback is the best way to understand what’s working in your business and what’s not. Customer feedback provides valuable insights and allows you to make data-driven decisions.
But, if you’re using simple surveys which don’t capture all the relevant information, then you’re probably missing out on the detail that you need to properly analyse the feedback you’re getting.
For example, average ratings are useful as a high-level measure of your performance and customer satisfaction, but they don’t provide actionable insights.
To really improve your service offering, you need to be able to drill deeper by segmenting your data by product, service, room number, staff member, or whatever variables are important to your business.
There’s a huge difference between five negative reviews out of fifty about your business and five negative reviews out of five about one product. If you don’t haven’t captured the information you need to connect the dots, then you’ll miss a golden opportunity to spot a hidden trend in your business.
The easiest way to achieve this level of detail is to connect your data collection process to your booking system. Yonder triggers surveys from your booking system and connects booking and customer data to responses. That means, there’s no need for guessing who responded to feedback - with Yonder you’ll know exactly which booking it was and all relevant details
A great example is a customer complaining about a squeaking bed. But when there are hundreds of beds in your motel - which one is squeaking? The answer is quick and easy when you’ve got a booking reference matched to a survey.
This is the kind of information that just gets lost in a dumb survey - and as they’ve been saying in the data analytics world for a while: garbage in, garbage out. Ultimately, good data is the key to actionable insights, which are crucial for your business.
But hey, don’t just take our word for it - try it for yourself! Give our 14-day free trial a go today.
