3 Examples of Using SMS Messaging for Hotel Customer Satisfaction Surveys
Even great hotels sometimes have a mix up or some sort of problem that can affect a guest. And with social media and hotel review sites, chances are a disgruntled guest isn’t going to keep their complaints to themselves for long. In my previous blog I talked about using SMS messaging to ask guests about their stay before they hit the web and write their review. Here are three examples of how to use SMS messaging to gauge customer satisfaction.
- Ask a single question. This is probably the most straightforward and easiest approach to use. Send the guest a message asking them to rate their visit from 1-5 stars. If you don’t get five stars, you may want to follow up with them to get more details. You could follow up with other text messages, but a phone call from management is probably best. If you can understand their issues and relate to them personally, you might make them feel better about your hotel. That might mean the difference between a bad review and a good (but maybe not great) review.
- A short series of questions. If you can put together 3-5 short, easy to answer questions, you might be able to use a series of text messages as a survey. These are a little harder to construct for a number of reasons. The questions need to be short, but clear. The answers need to be short so they’re easy for a guest to type. And the whole survey needs to be short so it doesn’t take up too much of the traveller’s time. As for example number one, if the answers are not as positive as you’d hope, then follow up personally.
- Send a message with a link to a survey. Online surveys are great. They offer the chance to get more detailed feedback than you can in a simple text message. The downside is that the guest needs to click on the link, rather than typing in their response immediately. Fortunately, click through rates in SMS messages are much higher than you’ll find in email. So this method could work for you if you want more feedback than a warm fuzzy star rating.
Whichever method you choose, don’t make it hard or too big. If you send the message out shortly after they leave (before they write their online review), they may still be travelling. With the visit fresh in their mind they’ll probably be willing to answer your questions – as long as it doesn’t take too long.
Once a guest has sent you feedback, definitely send them a thank you. A text message expressing your gratitude is good, but a coupon code or discount for their next visit will certainly leave them feeling appreciated. With each message costing you 3.5p or less you can see how SMS messaging is a massively cost effective way of communicating with your customers.
If you would like more ideas on how SMS messaging can benefit your business download our free “Hotels Guide to SMS Messaging“.
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The travel industry has made some inroads into using SMS messaging, but hasn’t yet taken real advantage of the potential of A2P messaging. Find out how it can be used to save time and provide the high-quality service today’s mobile travellers expect.
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With more and more people than ever before eating out and sampling food from around the world in eateries up and down the country, the restaurant sector is booming. But if you're operating a small business in the hospitality sector, you need to make sure that you keep your premises as full and thriving as possible in order to pay your bills and keep the enterprise sustainable. That's where SMS messaging comes in. In this blog post, we will look at ways you can use SMS messaging to make your business processes more efficient, boost your customer numbers and become the most popular place in town.
Now that the peak travel season is over, how can travel agents stay top of mind in their customers? If you look around, you’ll notice everyone seems to have a mobile. That means SMS is the perfect way to reach them and make sure you’re not forgotten.
Your customers are likely thinking about food at certain times of the day, and at those times their phone is almost certainly within arms reach. Using SMS marketing you can time your messages perfectly because you know that the time you send them is the time they get read, usually within 2 minutes.
More and more industries are tuning in to the advantages that SMS marketing can offer their business. SMS marketing is not only useful for acquiring new customers, it can be used to increase brand loyalty as well. This is particularly true for the hospitality industry, which faces challenges unique from other industries, in that they are on the front line when it comes to delivering customer service.