+

48%

Conversion boost
NPS Feedback

Alexander Eaton

General Manager

at

Novotel

member since
March 2018

In this case study, guest-obsessed hotelier, Alexander, explains why keeping guest feedback simple for the customer can boost CTRs and give a truer reflection of day-to-day performance compared to historical norms.

MORE REVIEWS ON

MORE REVIEWS ON

AVERAGE 😍
Before After
Company Goal
To increase gust satisfaction responses by 15% and overall satisfaction score by 20%
Requested Feature
Personalised 30-second NPS feedback survey sent via SMS text message to guests
Outcome
28% increase in responses and 14% increase in guest satisfaction
After

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Before
Before After
Before After
Before After
Before After
Before After
Before After

Customer

About

Alexander Eaton

Alexander is an international hotelier that has been educated and worked in South East Asia and Europe in countries such as Malaysia, Thailand, Russia and the United States. He has a particular obsession with guest satisfaction, which we have been helping to colour in with the implementation of Seen.
  • Customer Since
    March 2018
  • Business Name
    Novotel
  • Industry
    Hospitality
  • New Reviews Added
    118
  • Monthly Interactions
    1492
  • # of Reviews Increase
    256%
  • Collected Responses
    1097
  • CTR Difference
    +360%
  • NPS Difference
    +28%
  • Monthly Interactions
    1492

Outcomes

Favourite use cases

  • Increase NPS by asking customers to leave a followup feedback survey
  • Increase NPS by asking customers to leave a followup feedback survey
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