TrustYou’s New Response Features Allow Users to Directly Reply to 78% of All Guest Reviews
TrustYou announced that its enhanced functionality allows users to now reply to the majority of all reviews directly without having to leave the platform. This development addresses a hotel’s increasing need to save valuable time and improve operations with technology. By responding directly to guest reviews received from Booking.com, Google, and TrustYou’s powered guest satisfaction surveys, hoteliers can respond on average to up to 78% of their total reviews without having to leave the TrustYou platform.
An in-depth analysis of the feedback housed in the TrustYou database unveiled top-performing review sources of the year 2018. Based on this, Booking.com is the #1 source for reviews (32%) on a global level, followed shortly by Google (24%), and TrustYou Surveys (23%) among TrustYou customers. The latter contributes significantly to the review volume of a hotel and emphasizes the importance of collecting guest feedback.
Replying to reviews is essential in today’s sharing economy and online search-and-buy experience, as users expect their feedback and shared experiences to be valued by hotels. With these new feature enhancements, hotels can make a big impact on Booking.com and Google, where a majority of travelers start to search and book their accommodations, to actively influence a traveler’s booking decision. TrustYou’s client’s success stories demonstrate how dedicated management responses and a high response rate have a positive effect on the overall online reputation.