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Kicking Horse Mountain Resort Partners with UniFocus for Guest Feedback

The Kicking Horse Mountain Resort announces a new partnership with UniFocus to deploy GUESTScope throughout all of their resort facilities. The full-service destination resort selected UniFocus because of its proven success at relating guess feedback results with other key performance indicators and then creating actionable intelligence that can measurably improve guest satisfaction.

Kicking Horse Mountain Resort currently boasts over 2,750 acres of world-class terrain, three condominium hotels, three boutique lodges, six restaurants, four retail locations as well as a number of ski-in/ski-out town homes and private mountain residences, all in accordance with the vision and design guidelines of the resort.

"Our partnership with UniFocus is a reflection of an ongoing commitment to our guests as a full-service destination resort," says Steve Paccagnan, president of Kicking Horse Mountain Resort. "We are dedicated to providing our guests with unparalleled experiences whether on and off the mountain. UniFocus' GUESTScope gives us the capability of instantaneously knowing how we're doing with our guests and then letting them know we care, and will act upon what they think, by sending out a personalized response to their feedback."

GUESTScope is a survey technology available for gathering and evaluating guest feedback. Questions are scientifically designed to increase response rate, thereby delivering actionable intelligence, including extensive report drill-down capabilities that reveal the "whys." Assessment of value based on the impact of rate, or stay length, coupled with other key drivers of satisfaction, enable hospitality and resort organizations to maximize the guest experience and ensure high levels of intent to return/recommend.

In addition to the capabilities mentioned above, GUESTScope features include:

  • Sharp focus on measuring crucial outcomes that really matter in the customer experience: Satisfaction, Intent to Return/Recommend, and Value (The SIRV Monitor).
  • Patented components that deliver proven results through brief, easy-to-understand questions that increase response rate.
  • Training and support staff with vast hospitality and service industry experience.
  • Comprehensive trending and comparative data analysis that furnishes the clearest insight into operational strengths and weaknesses.
  • Benchmarking analysis that provides understanding of a property's competitive position.
  • Extensive report drill-down capabilities that get to the level of detail needed to diagnose results, even to tracking the performance of a particular room.
  • Advanced open-ended comment search capabilities that quickly provide in-depth understanding of the "whys" behind results.
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