Fast, Accurate and Actionable Reports Are Key To Guest Experience Success

Fast, Accurate and Actionable Reports Are Key To Guest Experience Success

By: Press'nXPress Team
August 19, 2022|5 min read

Having actionable insights was one of the key evaluation points Andrea and her team used when selecting a Guest Experience platform, so it was also a top priority for them to review as soon as they began receiving guest feedback data.

After configuring their touchpoints, they began reviewing how they would use the built-in reporting in the Press’nXPress dashboard to stay on top of their guest feedback. Andrea had a list for the guest experience that the executive team wanted to get regular updates on. These included:

  • Overall Guest Satisfaction
  • Key Areas Performing Well
  • Key Areas Performing Poorly
  • Comparison Between Locations

On top of these items, Andrea and her team also identified that they need to be able to spot trends quickly, whether it was at one location or across all their locations, to resolve an issue that could potentially affect the overall brand.

While all the metrics and breakdowns within the dashboard would be used at some point, they identified some key cubes that would be their go-to for quick analysis.

Response

The response card that allows them to see an overall picture at the brand level and for each branch was decided to be used for the high-level view of how things going with Overall Guest Satisfaction.

customer feedback response summary - pressnxpress insights

Week

Combining the Response card with the Distribution card to see the trend of their responses would allow Andrea and her team to watch large swings in the Overall Guest Satisfaction to dig in further.

customer feedback weekly trend - pressnxpress insights

Why Category

Based on the questions they’ve selected, the Why category will allow Andrea’s team to identify areas that are both performing well and poorly. These areas would be discussed as a group to identify what improvements could be made or what programs/services should be expanded.

why behind customer satisfaction - pressnxpress insights

Filters, Filters, Filters

One of the reasons why Andrea felt the dashboard would be such a help to her team was the number of filters available for them to use. With the structure of their account, they could quickly look at all the information from all of their branches or drill down to individual locations to ensure they can complete their comparisons.

filters pressnxpress guest feedback dashboard

Andrea did have concerns about reporting taking up too much of her team’s time, but since the dashboard has a built-in Snapshot feature to export the cards in an image format, it means her team quickly put together the information they need to pass along to their executives with their added analysis notes and actionable next steps.

Shargo Hotels is a fictional company that helps to illustrate how Press'nXPress can be used in hospitality applications.

Want to get to know more about improving your hotel customer experience? Make sure to follow our Linkedin page for more information about our PXP Hospitality Guest Feedback Solution, services and tips on how you can improve customer experience in hotel and hospitality. If you have questions or would like to learn more, get in touch. We’d love to hear from you.

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