2. Introduction
Integrate your internal customer surveys into ReviewPro
Who?
Can we analyse
• You can use a
your data? customer survey
In 95% of cases we provider
can! OR
• ReviewPro via an
Excel file
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3. Benefits of importing your Internal Customer Surveys into ReviewPro
You will benefit from having all relevant guest satisfaction data in one dashboard within
ReviewPro.
Once the import is done you will be able to use ReviewPro to analyse and manage the
surveys alongside your review data from OTAs:
• From the sources section of ReviewPro you will be able to compare the internal surveys
against other sources such as TripAdvisor and Booking with the ReviewPro Source Index
alongside the volume of positive and negative reviews
• From the Semantic Analysis section of ReviewPro you will be able to identify positive and
negative mentions of key concepts within your hotel (reception, room, air-conditioning etc.)
• From the Tracking Section of ReviewPro you will be able to manage the surveys alongside
reviews and assign Tickets to react to specific incidents that you have identified within a
survey, add comments and forward survey results to colleagues
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4. The configuration process
There are two ways of integrating your internal surveys into ReviewPro:
1) If you have a survey provider (e.g Market Metrix):
• Request the XML specification document for your provider from ReviewPro
• Providers will need to create an XML file according to the document
• The ReviewPro team will integrate the XML into the tool
Provider XML ReviewPro
• There is no cost involved for this from ReviewPro
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5. The configuration process continued….
2) If you do not have a provider:
• Collate all of your survey data into an Excel file
• Send your Excel file via email to clientservices@reviewpro.com
• The ReviewPro team will configure your file and upload the file into a database to
create the needed XML file
• The XML file will then be integrated into the tool by ReviewPro
Excel Database XML ReviewPro
• This will involve a cost from ReviewPro for the physical hours spent on the process. As
long as your excel file does not change, this will be a one time fee.
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6. The configuration process continued….
What can we import?
• Individual Surveys, not general summary information
• All ratings must be numerical and state the “out of” score – if your surveys ask for ratings
on a descriptive scale, these must be converted
e.g Excellent = 5/5 Very Good = 4/5 Good= 3/5 Average = 2/5 Poor = 1/5
• All ratings must correspond to ReviewPro Index categories
e.g How would you rate the breakfast? Very Good (4)
How would you rate the bar? Excellent (5)
How would you rate the café? Good (3)
All of these ratings will fall into the Food and Drink Category. Therefore an average
must be taken:
Very Good 4 + Excellent 5 + Good 3 = Total 12
Food and Drink
Total 12 / 3 = 4
Rating for Food and Drink = 4
4
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7. The configuration process continued….
Examples:
Question Excellent Very Good Goo Average Poor
d
How would you X
rate breakfast?
How would you X
rate the bar?
How would you X
rate the cafe?
Comments Good selection of wines
Name Date of stay Language Category Score Comments
(out of 5)
Ben 30/01/201 En Food and 4 Good selection
Drink of wines
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8. The configuration process continued….
• All numerical ratings have to fall into one of the Department Indexes available in
ReviewPro, therefore you must inform us which of your categories you would like to group
into one of the following available categories:
- Business Centre
- Cleanliness
- Decoration
- Entertainment
- Food and Drink
- Location
- Reception
- Room
- Service
- Value
• If you have many comments from the same customer these will be grouped together in one
comment field
• We will not include any email addresses as these cannot be published
• You must include a column for the language of the Review and list it in the relevant Iso
code e.g English = En Spanish = Es French = Fr
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9. Example – A real example from a ReviewPro client
5 4 3 2 1
Service
Room
Cleanliness
Food and Drink
Service
Global Rating
Entertainment
This is an example of a survey that is given to customers in a paper format. In
order for this to be integrated into ReviewPro the ratings must be converted
to a numerical value and sent to ReviewPro in an excel format. Please inform
us which of your concepts fall into our available categories.
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10. Example continued…
The paper format converted by ReviewPro ready for integration
Global Rating = 4
Service = 4 + 4 = 8 Average = 4
Room = 4 All scores are out of 5
Cleanliness = 4
Food and Drink = 4 + 5 + 5 +5 = 19 Average = 4.7
Entertainment = 1
Language (iso Global
Date of Stay Name code) Rating Room Cleanliness Service Food & Drink Entertainment Review Content
30/01/12 The mattress is old and the
Ben En 4 4 4 4 4.7 1 springs were quite
uncomfortable. Shower is
very poor and the curtain
smells damp. TV selection
is poor for this day & age.
ReviewPro can then convert these to percentages in the tool.
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14. To conclude:
• Now you are ready to start using ReviewPro to identify areas of improvement based on
your Internal Survey results.
• If you have any questions, please contact the client services team:
clientservices@reviewpro.com
+34 93 452 0069.
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15. Summary:
• In 95% of cases we can integrate your Internal surveys into ReviewPro allowing
you to benefit from having all relevant guest satisfaction data in one convenient
place.
• There are two options available to you:
1) If you have an Internal survey provider, they can create an XML file, according
to the ReviewPro specifications, that ReviewPro can integrate into the tool
2) If you do not have a provider, you can send ReviewPro an Excel file of your
survey results which will then be configured and integrated into the tool via a
ReviewPro database
• Please note that whilst your Internal surveys will be analysed alongside the
reviews from online travel agencies, and they will have a Source Index, they will
not be included in the Global Review Index. This is because the GRI reflects
guest satisfaction on the Internet, based on publically available reviews.
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