What do guests think about the cleanliness of your hotel bathrooms, the atmosphere in your restaurant or the friendliness of your staff? A new Guest Dashboard from ZDirect will let hoteliers know exactly how they measure up, and the data is presented in a visual format that is fresh and engaging.
ZDirect's patent-pending guest sentiment analysis engine helps hoteliers make sense of the massive amount of guest feedback and data that is available on the Internet today. Utilizing data mining, text analytics and data visualization, the new Guest Dashboard brings the trending issues in a hotel to the surface so managers and marketers can take immediate action. It's a prime example of Big Data to the rescue!
ZDirect's analytical Guest Dashboard makes managing the customer relationship and delivering heightened service a snap. The Guest Dashboard pulls positive and negative keyword phrases and displays them by highlighting importance. If the majority of guests really like the hotel's bathrooms, the word 'bathroom' will dominate the 'Top Positive Keywords' word cloud. On the flip side, if there are multiple complaints about in-room coffee or there are problems with breakfast service, 'coffee' or 'breakfast' will be prominently displayed in the 'Top Negative Keywords' word cloud. At a glance, managers and owners can see exactly what is helping and what is hurting their service scores or online reputations.
Queries can also be built into the Guest Dashboard to provide hoteliers with critical information on the fly. How do guests rank the hotel's concierge service? Was check in efficient? Is the staff polite? Why aren't guests using the fitness center? Was the guests' maintenance issue resolved and in an acceptable time frame? A quick peek at the Guest Dashboard will provide the answer.
ZDirect's Guest Dashboard also enables hoteliers to hone in on top sentiment phrases and words used most often by guests to uncover exactly what customers are saying. For example, a hotel puts out a query about its guestroom bathrooms. Sixty-eight percent of guests provide positive feedback, so management feels comfortable that the guest bathrooms do not need attention. However, if managers ask specifically about the showers in guest bathrooms, they may learn that 100 percent of guests have serious issues, and all of the negative reviews they may give the hotel all stem from cold showers.