We experiment with new ways to cater to our guests’ needs, enhancing customer care with digital skills.   This result is a significant increase in customer satisfaction.   Read more to see our score and how we achieved this good results.  If you want to become partner Carrani Group Gray Line I Love Rome, visit our website  https://www.carrani.com/  https://graylinerome.com/  

1. www.graylinerome.com
+39 06 474 2501
activities@graylinerome.it
Case study
2019-2020
on customer satisfaction.

2. Increase customer satisfaction.
Goal

3. We experimented new ways to cater
to our guests' needs, enhancing
customer care with digital skills.
What we have done

4. +61% of customer satisfaction
of unhappy guests in 6 months.Achieved
We have upgraded our customer service
with new best practices and guest-
oriented procedures, in order to have
better relationship with customers.

5. We take care of our guests
all the way from pre-sales
to post-sales and we are
open to any feedback.
We want to boost the
experience day by day.

6. Best cases:
Review management system
Customer satisfaction

7. Review management system

8. We respond to negative
reviews within 48 hours.
We deal with complaints
and unhappy customers.
We track the sentiment
of the guests by keywords.
What
We
Do.

9. Monitoring
conversations

10. We measure reviews and
feedbacks channel
performances with tools
and a trained team.
We study what guests say
in order to meet their
needs on a daily basis.
We train our teams and
upgrade our services.
What
We
Do.

11. Results
each guest has its history

12. Increased (+ 0.58)
average total score given
by the sum of all major
online review channels.
(based on +7 web portals)
Review management

13. Increased from 3.6 to 3.8
average rating on Google
My Business account.
Review management

14. On a total of
37 unhappy customers,
23 became happy and changed their minds.
Thanks to the assistance of our customer
service, guests say they would choose our
brand again in the future.
Customer satisfaction

15. Customer satisfaction
Happy
61.7%
Did not
respond
38.3%
It means
61,7 % of unhappy
guests became
happy during the
after sales step.

16. 3 have changed a negative
review into a positive.
Customer satisfaction

17. 3 have removed a negative review
because they were satisfied with
our customer service
Customer satisfaction

18. 9 were successfully handled by
our customer care before they
wrote a negative review.
Customer satisfaction

19. +8 have stated publicly, by e-mail, or
by telephone that they were happy with
the service received and that they will
still choose our brand in the future.
Customer satisfaction

20. Let's deliver the best experience to travelers
from all over the world together.
Are you a OTA or a Travel Agent?

21. Collaborate with our tour operator group
because we know that:
94% of our tourist guide
declare are very satisfied.
Are you a tourist guide?

22. www.graylinerome.com
+39 06 474 2501
activities@graylinerome.it
CONTACT US