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Editors' Opinion VOC Execution

Revinate Moves Feedback Earlier -- To The Middle of The Customer Experience

The customer feedback game has changed, especially in consumer facing industries. Waiting to gather feedback after the experience is often too late, because negative experiences end up online on review sites and spread like wildfire before the company is even aware there was a problem.


Mid-Experience Feedback

Today Revinate launched its new solution, On-Site Surveys, which aims to address the timing problem head-on.


From the release:
With Revinate’s iPad solution deployed in key locations throughout the hotel, guests and day visitors can quickly and easily report on their experience, satisfaction and likelihood to recommend the hotel. With integrated real-time alerts, Revinate’s solution instantly notifies staff of opportunities for service improvement and recovery, which results in delighted guests who are likely to become promoters. On-Site Surveys also tracks NPS (Net Promoter Score), which allows brands and properties to benchmark guest satisfaction over time.


Timing is Everything

It comes back to the main point — that companies need near real-time access to feedback from customers. This solution is a strong starting point from an infrastructure perspective. The other half of the equation is getting customers to provide feedback the moment they experience something bad or good. That’s going to take a combination of brand trust, motivational messaging and staff effort.

Feb 3, 2014 | Original Link
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Achieving customer satisfaction has never been more complicated -- with so many generations of customers (Boomers and Gen X, Y and Z).  Throw in a multitude of communications platforms and the problem gets even more complex.

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