Mandarin Oriental Hotel: twofold increase in guest post-stay survey responses.
In the ever-competitive landscape of luxury hospitality, Mandarin Oriental Hotel Group has set itself apart as a paragon of excellence and exceptional guest services. With a global portfolio of award-winning, five-star hotels and resorts, Mandarin Oriental is renowned for creating unforgettable experiences for its clientele. However, even for an esteemed brand like Mandarin Oriental, the challenge of consistently fine-tuning guest experiences and amplifying feedback across diverse markets remained.
To address this challenge and take their guest experience management to new heights, Mandarin Oriental collaborated with TrustYou, a leading provider of comprehensive reputation management tools and guest feedback systems. The results were nothing short of remarkable.
The implementation of TrustYou’s Reputation Management Platform, incorporating hotel review analytics and hotel feedback survey software, led to significant improvements in guest engagement for Mandarin Oriental. Using TrustYou platform, Mandarin Oriental effortlessly captured feedback through various channels, enabling a seamless and comprehensive feedback collection process.
One of the key benefits of this collaboration was the substantial increase in guest post-stay survey responses. Within just three months, results were evident. This remarkable improvement provided Mandarin Oriental with a broader and more intricate view of guest needs, preferences, and areas for enhancement.
TrustYou’s analytics and custom-tailored post-stay survey focused on loyalty, generating critical insights into factors like likelihood to recommend, return probability, and connection to loyalty programs. Armed with this invaluable information, Mandarin Oriental could strategically develop guest retention and satisfaction strategies, ultimately strengthening customer loyalty.
This success story not only highlights the impressive success achieved by Mandarin Oriental in elevating its operational standards in the guest feedback domain but also emphasizes the importance of integrating a robust review management system. By leveraging TrustYou, Mandarin Oriental not only enhanced its overall online reputation but also experienced significant increases in average daily rates (ADR), firmly establishing itself as a leader in the luxury hospitality market.
Result
Mandarin Oriental Hotel Group’s collaboration with TrustYou led to a more than twofold increase in guest post-stay survey responses within the initial three months. The application of TrustYou’s comprehensive reputation management tools and guest feedback system resulted in enhanced guest experience management and substantial increases in average daily rates (ADR).
Company
Mandarin Oriental Hotel Group, a paragon of luxury in the hospitality industry, comprises award-winning, five-star hotels and resorts worldwide. It is celebrated for its legacy in providing exceptional guest services and creating memorable experiences.
Challenge
Despite its venerable brand position, Mandarin Oriental needed to amplify guest feedback and fine-tune its guest experiences across diverse markets. The challenge was to seamlessly collect, analyze, and respond to customer insights to continually improve its service standards..
Solution
Implementing TrustYou’s Reputation Management Platform, including hotel review analytics and hotel feedback survey software, Mandarin Oriental experienced a significant increase in guest engagement. The TrustYou platform heightened Mandarin Oriental’s capability to capture feedback effortlessly through email invitations, QR codes, and text messaging.
Benefits
Increased Feedback Quantities:
The deployment of a strategic guest survey system bolstered the survey response rate from 8% to an awe-inspiring 19%. This prodigious improvement offered Mandarin Oriental a broader, more intricate view of guest needs, preferences, and areas for enhancementStrengthened Customer Loyalty:
The custom-tailored post-stay survey, underscored by TrustYou’s analytics, was intrinsically designed to focus on loyalty, producing insights into aspects such as likelihood to recommend, return probability, and connection to loyalty programs, therefore informing strategies to uplift guest retention and satisfaction.Customer Success Metrics:
- Enhanced Response Rates: TrustYou’s platform efficiency doubled post-stay survey responses from 8% to 19% swiftly within three months.
- OTAs Review Management: The platform enabled Mandarin Oriental to reply to approximately 70,000 OTA guest reviews per year, thereby maintaining a robust online reputation.
By harnessing the capabilities of TrustYou’s hotel reputation management tools, Mandarin Oriental significantly elevated its operational standards in the guest feedback domain. The adoption of the platform’s hotel review tool and guest feedback software directly contributed to Mandarin Oriental’s success in fostering guest loyalty and enhancing its overall online reputation in the competitive landscape of luxury hospitality. The Mandarin Oriental case study reinforces the importance of integrating a robust review management system to achieve real success.
Benefits
+137%
Post-Stay Survey responses increased 137% in the first 3 months
15
Global survey built 15 different languages
70,000
Reply to 70,000 reviews yearly
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