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Eco-Friendly Online Guest Survey Yields Valuable BI

The Coast Chilliwack Hotel’s Prestons restaurant was looking for technology to obtain feedback from diners, while at the same time being more environmentally conscious than the previous paper comment card system. The company found what it was looking for in UniFocus GUESTScope Survey Solution.
The new GUESTScope survey solution streamlines operations while still securing feedback from guests. In this application of GUESTScope, receipts provided at Prestons include a link to a website with a consumer–friendly URL leading to a customized survey for guests to give their comments on the dining experience. This implementation enables the property to received feedback from all diners, including locals that aren’t guests of the hotel. Every time a survey is completed, an email is sent to management reporting immediate feedback with both the scored results and any comments that may have been made.
The system provides flexible reporting capabilities, developed so any significant trends can be spotted quickly. Utilizing the GUESTScope guest response system (GRS) improves the service recovery success rate with more timely, effective feedback and follow-up. Further, the property can use the local customer information to do promotions as well as track frequency of dining.

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