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Customer Experience Management

Assess your performance along every step of the customer journey, learning which touch-points provide you with a competitive advantage and which ones drive loyalty, advocacy and recommendation.  Benchmark your performance against your rivals and view results from all programmes through a single online reporting portal.

For more information please contact Matt Costin (020 7400 1004), or James Bland (020 7400 1026).

Industry Expertise

GuestRate – sophisticated online hotel guest customer feedback satisfaction survey

Find out what your guests are thinking before they share it with the world!  GuestRate combines detailed feedback surveys with a leading-edge reporting portal and alert system to drive service improvement and increase levels of recommendation and referral.    

  • Online survey sent to guests following their stay

  • Detailed ‘scorecards’ covering all aspects of a hotel guest’s stay

  • Advanced analytics engine.  Online reporting with tiers of access

  • Study trends and establish their relationship with likelihood of guests to become ‘promoters’ or ‘detractors’

  • GuestRate’s questionnaire can be amended to suit your hotel’s profile, allowing you to probe the areas that matter most and identify strengths and weaknesses. 

  • “Red flag” email alerts generated by low scores

  • Close the loop with customers; record the action you have taken

 

Download the GuestRate Prospectus for 2012.

VenueVerdict  - Online Customer Feedback for meetings venues and hotels:

How do customers perceive your service when they hold meetings, conferences or events at your venue or hotel?  How does it compare with your local and national competitors?  VenueVerdict lets you monitor and track your service over time while simultaneously addressing day-to-day issues.

VenueVerdict is a revolutionary online customer survey for meetings venues and hotels that not only measures your level of performance in key areas; it also allows you to compare your scores with other venues in the UK meetings, incentives, conferences and events marketplace.

  • State-of-the-art reporting calculates the results of the customer satisfaction survey and displays trends

  • Support strategic decisions and measure improvement

  • VenueVerdict’s individual customer feedback scorecards allow detailed analysis of each and every event 

  • Customer comment finder provides deeper analysis into the reasons given for high or low scores

  • Categorise respondents into one of three groups, depending upon the scores they award.   Devise strategies for managing the relationships to maximise growth; identify hot prospects

  • PR Opportunities - annual awards allow hotels and venues to celebrate their success in the media and share it with the marketplace. 

  • The prestigious VenueVerdict Gold Standard accreditation is a quality hallmark based on customer feedback that recognises consistently excellent customer service 

  • Gain insight into the business implications of customer feedback results generated by the post event surveys

 

Download the VenueVerdict Prospectus for 2012, or read about the winning venues at the 2011 VenueVerdict Brand Awards.

Meetings Benchmark Tracker - Multi-channel mystery assessment of event sales handling processes

How well do your sales teams match the benefits of your product to the unique requirements of every potential booker? Optimise your hotel sales conversion rates and benchmark against your competition.

  • Meetings Benchmark Tracker provides mystery shopping for hotels that tests telephone and electronic enquiry handling standards.

  • Multi-channel assessments delivered worldwide in local language 

  • Benchmarks the performance of hundreds of hotels, management training centres, conference centres, academic and sporting venues all over the world

  • State-of-the-art reporting portal with multi-tier user accounts 

  • Detailed venue profiles ensure the scenarios presented in our mystery calls are realistic and relevant to your venue

  • Receive a mix of telephone, email and RFP enquiries to reflect the current habits of the market

  • Widely regarded as the industry standard, Meetings Benchmark Tracker now offers the additional benefit of delegate rate benchmarking and training clinics for sales teams 

 

Download the Meetings Benchmark Tracker Prospectus for 2012.

MysteryGuest – an inspector calls!

BDRC Continental helps organisations to identify their most valuable customers, to understand the drivers of satisfaction and loyalty and to prioritise improvement and change for bottom line impact.

Enabling groups to monitor compliance with brand standards across hotel portfolios, measuring the impact of training and monitor quality systematically as well as understanding the less tangible factors that affect guest experience and loyalty,  BDRC Continental’s Mystery Guest Programme conducts on property performance audits. 

  • Professional hotel inspectors and highly experienced guests

  • Clear, incisive reports and debriefings directly to GMs and head office decision makers

  • Assess your brand standards in exhaustive detail

  • Online reporting for instant analysis and collaboration

  • Mystery visits to assess hotel stays, M&E showrounds, restaurant experience or audit conference standards