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QHotels looks for satisfaction
Fri 17 August 2007
Four star deluxe group QHotels has appointed Retail Eyes to develop and manage a new customer satisfaction programme across its 22 properties throughout the UK.
Commencing in August 2007, the programme will take a two pronged approach in which guests will be invited to take part in a short online satisfaction survey following their stay, combined with a mystery customer programme to look at the specific detail of a guest’s stay and experience.
A main requirement of QHotels was the need to centrally gather, collate and analyse the information and Retail Eyes’ leading industry website and reporting capabilities offered this in full.
Rhod Mitchell, Projects Manager at QHotels, commented: “After initial discussions with Retail Eyes we quickly saw that their leading-edge technology, combined with their passion and enthusiasm for the project, would be ideal in providing us with a fully-rounded customer research solution. Retail Eyes has a wealth of knowledge and experience in this sector and has the ability to deliver not only results but also detailed analysis and vital trending information.”
Retail Eyes will provide QHotels with a detailed understanding of its guest’s experience, dovetailing the results to provide an overall customer experience measurement.
QHotels will use the information to share best practice throughout the group to ensure a guest’s stay at any QHotels property is a pleasurable and enjoyable one.
Retail Eyes Commercial Director, Jeremy Michael, said: “We are both delighted and proud to have been selected by QHotels to manage their full customer research solution. With a full launch taking place in August, we expect to see tangible results taking effect within a matter of weeks.”
Commencing in August 2007, the programme will take a two pronged approach in which guests will be invited to take part in a short online satisfaction survey following their stay, combined with a mystery customer programme to look at the specific detail of a guest’s stay and experience.
A main requirement of QHotels was the need to centrally gather, collate and analyse the information and Retail Eyes’ leading industry website and reporting capabilities offered this in full.
Rhod Mitchell, Projects Manager at QHotels, commented: “After initial discussions with Retail Eyes we quickly saw that their leading-edge technology, combined with their passion and enthusiasm for the project, would be ideal in providing us with a fully-rounded customer research solution. Retail Eyes has a wealth of knowledge and experience in this sector and has the ability to deliver not only results but also detailed analysis and vital trending information.”
Retail Eyes will provide QHotels with a detailed understanding of its guest’s experience, dovetailing the results to provide an overall customer experience measurement.
QHotels will use the information to share best practice throughout the group to ensure a guest’s stay at any QHotels property is a pleasurable and enjoyable one.
Retail Eyes Commercial Director, Jeremy Michael, said: “We are both delighted and proud to have been selected by QHotels to manage their full customer research solution. With a full launch taking place in August, we expect to see tangible results taking effect within a matter of weeks.”
Stand Out From The Crowd
Customer Experience is one of the most cost effective methods of differentiating yourself from the competition.
Success Through Satisfaction
Customer satisfaction surveys are a highly effective method of gaining feedback from your customers and improving customer loyalty.