This document summarizes the services provided by Trust You, an online reputation management platform. It provides reviews analytics and dashboards to track reviews, benchmark against competitors, and respond to guest feedback. Other services include post-stay surveys, social media comment monitoring, analytics reports, and tools to maximize guest engagement such as encouraging reviews and sharing best practices. The platform provides various types of data like numbers, percentages, trends and graphic reports to help hotels improve their online reputation management.

1. RM Session 1
Noémie SCHNEIDER
Léna NUSSBAUMER
MBA 2 B

2. ● Online reputation management
- Reviews analytics: dashboard, tracking,
competition, management response.
● Guest surveys:
- Email post-stay delivering,
- feedbacks dashboard
● Comparison & benchmark
● Real time messaging with the guests
● Post-Stay survey
● Comments the guest post on all social media
● Meta-Review
● Analytics & Radar
● Dashboard with all the key indicators
● Exportation of all your data & reports (can be
automatic on a calendar basis) for selected
period of time, a certain hotel, on certain
criteria (region, city, brand etc.) for a specific
purpose (department etc.)
● When several hotels : global view
● Mailing for the survey
What services do they provide

3. ● Global review index
● Number of reviews
● Semantic analysis
● % of management response, respondable review,
average time of response
● Indexes evolution in term of service, location,
cleanliness, room, value, food&drink
● GRI Key drivers
● Trends around key words posted by customers
● All the comments delivered on metasearch
engines and OTA
● About competition: competitive quality index,
sources, departments, group ranking, location
ranking
● Data grouping daily, weekly, monthly
● Overall Trust You score
● Performance
● Number of reviews
● % of positive rates
● Popularity score
● Comparison Index (CompIndex)
● Goals
● Highlights
● Quick review on chosen departement &
service by the hotel
● Number of review per social media
● Number of actions
What type of data is available to the hotel

4. ● Numeric
● %
●
● Numeric
● %
●
What type of rating is used - stars, numeric

5. ● Webinar and tools for hoteliers
● Get guest comment surveys
● Analyze and rank the hotel with
competitors
● Send post-email to guests after
departure
● Webinar for the hotel
● Encourage the hotel to respond
to each reviews
● CompIndex
● Blog about the e-reputation
● Share their best-practices and
case studies
● Send Post-Stay survey
How do they help the hotel to maximize guest
engagement

6. ● Graphic
● Words analyze
● Trends
● Report (to download or to
schedule)
● Graphic
● Trends & comparisons
● Reports (on a defined period of
time)
What type of support do they provide?

7. Which one did you
choose & why
● Multiple services for the
hoteliers
● A lot of tools for the hoteliers
to sensibilize them about the
e-reputation and to explain
them how to use Trust You.
Moreover, this is a intuitive
ORM platform.

8. What are the benefits
for
● Customer: to get a reminder to post a
comment about their stay. Today,
Tripadvisor’s algorythm focuses more on
the number of guest reviews than the
grade delivered by the customer.
● Hotel Operations: Trustyou is easy to use
for operators and for analyzing hotel
competitors.
● Staff: to get some tools for improve guest
satisfaction.
● Marketing: to anticipate guest
preferences, to do competitive intelligence
and to adapt promotional offers in the
hotel.