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When it comes to choosing a hotel, customer reviews can be an invaluable resource for travelers. Not only do they provide a glimpse into the quality of the accommodations, but they can also give insight into the overall customer experience at the property.
Sentimantle – The Insights Company > Blog > Sentimantle > > How Improved Guest Experience Affects Satisfaction and Online Reviews
When it comes to choosing a hotel, customer reviews can be an invaluable resource for travelers. Not only do they provide a glimpse into the quality of the accommodations, but they can also give insight into the overall customer experience at the property.
A recent study found that there is a strong correlation between customer experience and satisfaction, based on more than 9000 reviews from 25 hotels. In other words, when customers had a positive experience at a hotel, they were more likely to report higher levels of satisfaction in their online reviews.
The study found specific factors that contribute to customer experience in the hotel industry. These included the quality of the room, the cleanliness of the hotel, the friendliness of the staff, and the overall atmosphere of the property. Additionally, the study found that the location of the hotel and the value for money also played a role in the customer experience.
One of the key takeaways from the study is that hotels should prioritize customer experience in order to drive satisfaction and positive online reviews. This can be achieved through a variety of strategies, such as investing in training for staff to ensure they are friendly and helpful, maintaining high standards of cleanliness, and paying attention to the overall atmosphere of the property.
The study highlights the importance of customer experience in the hotel industry and the role it plays in driving satisfaction and positive online reviews. By focusing on customer experience, hotels can not only improve the satisfaction of their guests, but also their reputation and bottom line.
However, while the findings of this study are general based on a large number of hotels, it is difficult to design a single guest experience that fits all hotels, as hotels offer different experiences to different guests. With Sentimantle you can learn how to improve guest experience (and their satisfaction and online reviews) in your hotel.
Schedule a meeting with us to see how you can do it: https://sentimantle.com/contact/
(Source: Kim, Y.-J.; Kim, H.-S. The Impact of Hotel Customer Experience on Customer Satisfaction through Online Reviews. Sustainability, 2022, 14, 848)
Sentimantle is a state-of-the-art software platform that assists a broad variety of companies in service sectors to improve their operations and customer satisfaction.