Fewer guesses means more guests
A worldwide hotel franchisor makes about half a million rooms available to travelers each night across 40 countries, including the U.S. With such a vast network, the decision to test Clarabridge against prior manual methods of receiving and reacting to customer comments was an easy one.
It also turned out to be beneficial on several levels. First, the difference in sheer processing speed was stunning. From an average time of 30 minutes to read just five customer comments and generate a high-level, non-detailed report, Clarabridge was able to review 300 comments in two minutes, generating as many action-specific reports as needed.
But the real power comes from the fact that broad trends could now be identified and shared among the properties. So rather than the general manager in Dubuque guessing at a fix for what she believed was an isolated incident, the proper action to correct and now prevent further complaints had already been identified and distributed thanks to correlation of similar problems in Oakland, Jacksonville and Memphis. As a result, the franchisor saw a rise in the “likely to recommend” customer feedback category which correlated to an increase in the average daily rate.