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“.
Related Articles
5 Ways Hotels Can Use SMS Marketing to Increase Brand Loyalty
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.
What Hotel Impossible Taught Me about SMS Marketing
In Hotel Impossible, Anthony Melchiorri saves struggling hotels. It turns out some of the advice he gives them could make you a lot more money. It’s all about marketing and knowing where to get the best ROI. Read the blog to see if you’re spending in the right places.
How Campsites Can Use SMS Messaging to Get New Business
The campervan and caravan industry grew 16% this past year. Campsite and holiday park owners can connect with the thousands of new travellers using SMS messaging. After all, 76% of travellers prefer to take their mobile on holiday rather than a friend.
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. Here are three examples of how to use SMS messaging to gauge customer satisfaction.
5 Ways the Travel Industry can Make Use of SMS Marketing
In order to appeal to new customers and interact with existing ones, businesses are always looking for new marketing methods. Whilst many companies are using traditional and online marketing techniques, these aren’t always effective. Email filtering, for example, means that many recipients may not even be aware that they’ve received contact from your company. As many email hosts provide in-built spam filters, it’s easy for email marketing content to be overlooked or ignored completely. SMS marketing, however, overcomes many of the obstacles associated with online and email marketing. Whilst potential customers may not see your company emails, SMS messages aren’t filtered in the same way. The delivery rate is, therefore, far higher for SMS messages in comparison to marketing emails.
SMS Marketing for Hotels – Upsells and Cross-Sells
With the summer peak season fast approaching, now is the perfect time for hotels to keep in touch with their guests and take advantage of upselling and cross-selling techniques to increase revenues. In this article, we demonstrate how to use SMS marketing to make the most of the opportunities in both and unlock added value for your business.
Enhancing Two-Way SMS Messaging with Autoresponders
SMS messaging can be a one-way, or a two-way affair. Sending coupons, sale notifications, or event announcements are all one-way messaging. The recipient doesn’t need to reply in order to use the information sent. In two-way messaging though, recipients can reply to your messages. And that makes it much more interesting, engaging, and potentially a lot more work to manage.
5 Ways Guest Houses Can Benefit from SMS Marketing
Travel Agents Should use SMS Messaging During the Off Season
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.
Restaurants And Takeaway Businesses Increase Profits With SMS Marketing
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.