Mystery shopping is not just a U.S. based practice. Advanced Feedback provides mystery shopping not only in the states but also in Canada and Mexico.
(Archive - advancedfeedback.com - SAN DIEGO, CA, Feb 19, 2009) – A long time provider of telephone and onsite mystery shopping, Advanced Feedback now provides both services in Canada. "Our presence in Canada was first established when we started using French speaking Canadians to meet the needs of one of our multi-national clients", says Zachary Hooker, President of Advanced Feedback. Inc. "For most secret shopping programs to be successful it is important to recruit and train shoppers that reflect the clients target market – even regional dialects can be a tip-off if the business typically caters to their immediate locale."
During their first few years supporting Canadian businesses with secret telephone shops, Advanced Feedback made all calls from their San Diego location. As the volume increased the mystery shopping firm established a system to use local Canadians, routing the recorded phone shops through their in-house servers. "Our clients use Advanced Feedback's recorded phone shops, Feedback-24 alerts, phone skills tips, and monthly performance trend reports to monitor and train telephone agents. In these times of economic uncertainty it is absolutely essential to turn all inbound calls into appointments, reservations, or sales. You simply can't afford to lose a lead due to poor phone skills" proclaims Zachary.
Advanced Feedback conducts mystery shopping programs in all states, Mexico, and Canada. For more information visit www.AdvancedFeedback.com
Showing posts with label onsite polls. Show all posts
Showing posts with label onsite polls. Show all posts
Friday, May 3, 2013
Tuesday, April 23, 2013
Twenty Percent of Hotel Guests Report Problems with Their Stay
Negative
word of mouth spreads faster than positive word of mouth. With 43% of
guests who will not likely return to a hotel in the future, this is an
eye opener.
According to Hotel and Motel Management more than 20% of guests who have spent more than $250 a night said that they had experienced some sort of problem during their visit. Furthermore, guests who experience a problem are 43% less likely to return in the future.
With this relationship between problems reported and decreased guest loyalty, it is pertinent to keep service up to par to avoid losing market share. Unhappy guests tend to tell others about their experience even more than guests who have had a positive experience. This means that negative word of mouth spreads faster than positive word mouth and has the potential to significantly hurt occupancy rates.
The solution: Keep as many guests satisfied as possible. As a hotel manager you should be sure to know about your guests experiences. Make note of both the good experiences and the bad in order to pinpoint areas of improvement and reward employees for exceptional behavior.
“The solution to keeping on top of guest experiences lies in having a consistent system in place to monitor their satisfaction” commented Tori Stetson, Account Manager at Advanced Feedback, a San Diego based Customer Experience Management firm. “Mystery Shopping and Guest Surveys are a great place to start. Here at Advanced Feedback we even customize the program to suit not only the needs of your particular property, but also your budget, eliminating obstacles to getting started”.
-Archive advancedfeedback.com SAN DIEGO, CA, March 2nd 2007-
According to Hotel and Motel Management more than 20% of guests who have spent more than $250 a night said that they had experienced some sort of problem during their visit. Furthermore, guests who experience a problem are 43% less likely to return in the future.
With this relationship between problems reported and decreased guest loyalty, it is pertinent to keep service up to par to avoid losing market share. Unhappy guests tend to tell others about their experience even more than guests who have had a positive experience. This means that negative word of mouth spreads faster than positive word mouth and has the potential to significantly hurt occupancy rates.
The solution: Keep as many guests satisfied as possible. As a hotel manager you should be sure to know about your guests experiences. Make note of both the good experiences and the bad in order to pinpoint areas of improvement and reward employees for exceptional behavior.
“The solution to keeping on top of guest experiences lies in having a consistent system in place to monitor their satisfaction” commented Tori Stetson, Account Manager at Advanced Feedback, a San Diego based Customer Experience Management firm. “Mystery Shopping and Guest Surveys are a great place to start. Here at Advanced Feedback we even customize the program to suit not only the needs of your particular property, but also your budget, eliminating obstacles to getting started”.
-Archive advancedfeedback.com SAN DIEGO, CA, March 2nd 2007-
Monday, April 22, 2013
Onsite Polling Success!
Advanced Feedback is excited to add onsite polling to our list of services! We've just completed a round of brand image polls for one of our restaurant clients considering a major logo change. A big thank you to our Las Vegas and Orlando onsite polling teams for helping us execute this project!
- learn more at: http://www.advancedfeedback.com/services-phone-shop.html
- learn more at: http://www.advancedfeedback.com/services-phone-shop.html
Subscribe to:
Posts (Atom)