Importance Of Customer Feedback in Hotel Industry

For whatever business or services you run, offering customers satisfaction is a paramount factor to consider and keeping them loyal to the brand. The importance of customer feedback, therefore, cannot be overly emphasized. 

It is the information gotten from customer experience with your business, product or service you render. Customer feedback can either be a positive or negative one. The hotel industry takes its customers’ high priority because they are always the sole beneficiary of all the services it renders. 

It is vital to get more information from your existing customers to know how they view your hotel and its services to improve customers’ experience and attract more customers.

Top Hotel companies in the hospitality industry know what essential roles these feedbacks play in their business. That is why they do online search and reviews for customer opinions in popular review sites so that they can make decisions through them. Customer feedback in the hotel industry will ensure you know what areas your hotel can improve and maintain its appreciable attractive qualities. 

Customer feedback can also help you to improve the services you render to your customers in the right direction. This feedback can come in surveys either through written, printed notes or an online survey app or website. Whatever means it comes, it will indeed have an impact on your hotel’s growth and quality.

Why is Customer Feedback Important in the Hotel Industry?

There are various reasons why customers’ feedback in the Hotel Industry is essential information to consider. This importance is the following:-

#1 Product and Services Improvement

The services your hotel renders can affect your customer either positively or otherwise. Some of these hotel services might be unnecessary or poor, while others may be good but need specific improvements in some areas. 

These services may include the food quality or the entertainment services the hotel renders. Some food may taste great, but the ambience can be piss poor. This is where customer feedback comes into play.

With customer feedback, you get an insight into what service your hotel renders are faring better and which should discontinue. Suppose the majority of your customers says this service is not working for the good of the hotel. 

In that case, it is best to heed to their opinions to ensure the services your hotel renders meet their expectations and satisfies their needs.

#2 Gauge Customers Satisfaction

The services you render in your hotel is a crucial factor in the industry. Your customer pays for this service, and so they require the best and want it maximum satisfaction. 

An always satisfied customer will remain loyal to a hotel, but its performance can determine this. 

That is why a study has shown that customer satisfaction is directly related to business performance. Therefore, it is crucial to always make your customers happy and satisfied.

 So the best way to find out if your hotel offers services that are satisfying to a customer is through feedback information. You could create a paperwork survey to measure this, or for ease and convenience, you can use apps specially designed to give real-time insights on customer feedback. 

You can use rating based questions to analyze the rate of satisfaction and to foresee how this would affect your hotel’s growth concurrently.

#3 Service Improvements 

The behaviours displayed by hotel staff and other minor employees in a hotel are an essential aspect that can affect, either positive or negative impacts in the hotel industry. 

When hotel staff behave rudely or harshly to a hotelier, it could negatively respond to the reputation of the hotel and show that they do not show hospitality or value their customers. But a reverse and polite attitude will surely attract new customers and retain old ones.

 Customer feedback will ensure you can measure your staff performances, which will give room for improvements that will restore your customers and build eminence.

#4 Customer Feedback will Help a Hotel Industry to Improve Customers Loyalty and Retention to the Hotel

A regular customer is vital to every industry, hotel management inclusive. A satisfied customer will become a loyal and regular customer while those who are not will indeed find another better alternative elsewhere.

 Customer feedback will help you to determine which customer is satisfied and happy to return. These feedbacks can come in the form of questions or percentage ratio based. When customers express disappointments or complaints through these feedbacks, it should be taken care of and resolved immediately. This will increase customers loyalty and retention to your hotel.

#5 More Referrals

A referral is what keeps the customer chain stronger. When people recommend your brand, it will attract more customers. In turn, these new customers will refer to others, and the chain becomes endless and good for your hotel growth. So reviews are essential.

A positive survey assessment can lead to referrals from your satisfied customers, building a positive reputation for the brand. This feedback and experience can attract new customers which will in turn increase profits for the hotel. Try to make these surveys and reviews accessible to all so that the positive outcome can be attainable.

#6 Valuing Customers Perception

When you ask for customers’ feedback in the hotel industry, it shows that you want to involve your customers in your business plan. This will increase their loyalty to your hotel as they feel their importance and value to your business. This is also a way to gain a vital brand ambassador with the first-hand experience in your hotel’s services.

By listening to their experience and complaints and making decisions based on them, this would create a strong customer to business relationship. This will give a positive reputation and impression that your hotel is customer friendly and attract more customers to your brand.

#7 Quality Customer Experience 

Customer experience is what customer feedback is all about. So to improve and give quality customer experience, customer feedback will do the trick. With this information, you can implement some changes.

Your customer wants to experience the best from your services as well as your hotel’s hospitality level. Customer feedback will enable you to ask them about what they like about your hotel’s services, your staffs’ performances and areas that they wish to be improved. 

Collating this information and carrying them out promptly will enhance your customer experience and result in your hotel business’s positive growth.

#8 Data-Driven Decision Making

Decisions based on facts and data are what ensures strategic business growth. Various aspects of the hotel industry can use this data collected from surveys: either marketing, hospitality or advertising sections.

Customer feedback will affect every decision making aspect of the hotel. Hotel owners do well to gather and manage this data judiciously from surveys and then try to use it in developing future business strategies that would create a festive atmosphere and improve customers’ experience in their hotel. It can also create more services and innovations that will overall help and bring in more loyal customers to the brand.

Conclusion

If you want to improve your business, try to treat customer feedback as an essential information source in your hotel. Your customers are the ones that are direct beneficiaries to whatever services your hotel renders, so they would know best as to how you can improve your customer services. Hotels need to maintain high-quality customer service standards.

With customer feedback, this can be achievable. Input in the form of surveys can be used to monitor and gauge customer experience, which can be used by Hotel industries to carry out strategic decisions and improve services to reach premium standards.

There are various right survey tools and resources a Hotel industry can use aside paperwork surveys. Some of these are the Gosurvey or the Hotel guest feedback software app. Each of these survey apps ensures that they provide surveys and reports that will ensure product and services development, and it collates data that could be used by the Hotel industry to succeed.

Do not underestimate these reviews as they can impact and try as much as possible to follow them promptly. Your customer will be glad if you do so. Remember, your customer’s voice is essential for your hotel success. After all, customers are always right!