2. The Qualitelis Company The Online Guest Satisfaction Survey Quality and services improvement Return On Investment 2
3. The company An advisory firm expert in businesssatisfaction & loyalty : Customer satisfaction measure Employee motivation program Customer loyalty Coaching & Training 3
4. Added Value Charles Bourdin - Founderof Qualitelis Former General Manager of luxury hotels (InterContinental, Mandarin Oriental, Exclusives Hotels, Relais & Châteaux) A solution internally developed by Microsoft’ specialistsContinuing and active R&D program A team specialized in luxury tourism market and hotel industry 4
5. Qualitelisactivities Customer satisfaction Are you aware of the key factors that drive your customer satisfaction? Employee satisfaction How do you motivate your employees? Coaching and advisory How do you improve quality and increase your turnover? Customization What kind of tool do you use to manage the performance of an institution? Training How do you take benefit from your team skills? 5
6. Our clients 6 More than 500 establishments throughout the world …
7. Partnerships We share our knowledge of the hotel market and speak regularly on topics related to customer loyalty We develop a common offer between Cegid CRM solutions and our measure customer satisfaction tools Qualitelis belongs to the BizSpark program of Microsoft which supports innovative companies We offer HR packages including behavior analysis tools of SuccessInsight in our employee satisfaction survey 7
8. The Qualitelis Company The Online Guest Satisfaction Survey Quality and services improvement Return On Investment 8
21. Sending the survey to clients Personalized emails with a link to the survey sent to the guests after their stay De : direction@hotel.comDate : 09/22/2010 14:11 A : a.duval@gmail.com Cc : Object : Your stay in our hotel Dear Madam Duval, Thank you for staying with us. We always strive to improve our standards. In order to improve our quality of service, we would be grateful if you could spare 60 seconds of your time to give us your opinion on your stay: Click here for the Questionnaire of Satisfaction We hope to have the pleasure of welcoming you again to our hotel. Sincerely, Richard Barton - Manager 11
22. The survey Survey structure: 1- Hotel services 2- Guest profile 3- Comments & feedback 12
23. The Qualitelis Company The Online Guest Satisfaction Survey Quality and services improvement Return On Investment 13
27. Incentives based on customer satisfaction Compare your performance per period 15
28. Connect customer profiles and results Who are your customers? - Where your customers come from? - What are they travel habits? - How many times did they stay in a hotel? What are their perceptions? Very satisfied Global satisfaction regarding to the age Visually display significant relationships between perception and profiles In this example, the global satisfaction depends on age of customers Not satisfied 16
29. Satisfaction key factors The Qualitelis algorithms highlight the most significant criteria 17 In this example, the initial or first greeting is the element that strongly influences the overall satisfaction of the customers. In this example, the equipment is the element which has the greatest influence on the customer’s overall dissatisfaction. Use this key-driver analysis to manage your performance
30. Guests’ Comments and Feedbacks The comments provide a great deal of information that can be sorted by date and language Be very reactive to customers comments 18
31. Continuous improvement 19 Assign precise qualitative objective to your teams E.g: Increase your cleanliness by 2% from March to April Focus on suitable investment based on clients’ specific dissatisfactions E.g: Change the heating system to improve confort Base your new offers on your guest profile results E.g: Create a special business menu
32. The Qualitelis Company The Online Guest Satisfaction Survey Quality and services improvement ReturnOn Investment 20
33. Do not lose any more your dissatisfied customers 21
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35. customer loyalty and new business 23 HOTELNEWSLETTER Increase your Newsletter clout Contact the survey respondants who are interested in receiving information (20% on average) Develop new business Through your newsletters increase your commercial transformations
36. Targeted marketing 24 Define a specific targeted marketing program E.g: An hotel on the French Riviera: can target the Italian customers for a special weekendbreak offer Extract your target within your customer database E.g: Italian leisure customers came in 2010 Send your offer adapted to your target E.g: send your mail in italian with a packaged offer weekend break special Increase dramatically the conversion rate of your campaigns
