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December 2011 Integrating Internal Customer Surveys into ReviewPro

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Integrating Internal Customer Surveys into ReviewPro

December 2011

Integrate your internal customer surveys into ReviewPro

2Introduction

Can we analyse your data?In 95% of cases we can!Who?You can use a customer survey providerORReviewPro via an Excel file

December 2011You will benefit from having all relevant guest satisfaction data in one dashboard within ReviewPro. Once the import is done you will be able to use ReviewPro to analyse and manage the surveys alongside your review data from OTAs:From the sources section of ReviewPro you will be able to compare the internal surveys against other sources such as TripAdvisor and Booking with the ReviewPro Source Index alongside the volume of positive and negative reviewsFrom the Semantic Analysis section of ReviewPro you will be able to identify positive and negative mentions of key concepts within your hotel (reception, room, air-conditioning etc.) From the Tracking Section of ReviewPro you will be able to manage the surveys alongside reviews and assign Tickets to react to specific incidents that you have identified within a survey, add comments and forward survey results to colleagues3Benefits of importing your Internal Customer Surveys into ReviewPro

December 2011If you have a survey provider (e.g Market Metrix):

Request the XML specification document for your provider from ReviewPro

Providers will need to create an XML file according to the document

The ReviewPro team will integrate the XML into the tool

There is no cost involved for this from ReviewPro4The configuration processThere are two ways of integrating your internal surveys into ReviewPro:

ProviderXMLReviewPro

December 20112)If you do not have a provider:

Collate all of your survey data into an Excel file

Send your Excel file via email to [email protected]

The ReviewPro team will configure your file and upload the file into a database to create the needed XML file

The XML file will then be integrated into the tool by ReviewPro

This will involve a cost from ReviewPro for the physical hours spent on the process. As long as your excel file does not change, this will be a one time fee.

5The configuration process continued.ExcelDatabase

ReviewProXML

December 2011What can we import?Individual Surveys, not general summary informationAll ratings must be numerical and state the out of score if your surveys ask for ratings on a descriptive scale, these must be convertede.g Excellent = 5/5 Very Good = 4/5 Good= 3/5 Average = 2/5 Poor = 1/5All ratings must correspond to ReviewPro Index categoriese.g How would you rate the breakfast? Very Good (4) How would you rate the bar? Excellent (5) How would you rate the caf? Good (3)

All of these ratings will fall into the Food and Drink Category. Therefore an average must be taken:Very Good 4 + Excellent 5 + Good 3 = Total 12Total 12 / 3 = 4Rating for Food and Drink = 46The configuration process continued.

Food and Drink

4

December 2011QuestionExcellentVery GoodGoodAveragePoorHow would you rate breakfast?XHow would you rate the bar?XHow would you rate the cafe?XCommentsGood selection of wines

7The configuration process continued.Examples:NameDate of stayLanguageCategoryScore(out of 5)CommentsBen30/01/201EnFood and Drink4Good selection of wines

December 2011All numerical ratings have to fall into one of the Department Indexes available in ReviewPro, therefore you must inform us which of your categories you would like to group into one of the following available categories:-Business Centre- Cleanliness-Decoration-Entertainment-Food and Drink-Location-Reception-Room-Service-ValueIf you have many comments from the same customer these will be grouped together in one comment fieldWe will not include any email addresses as these cannot be publishedYou must include a column for the language of the Review and list it in the relevant Iso code e.g English = En Spanish = Es French = Fr

8The configuration process continued.

December 2011

9Example A real example from a ReviewPro client

Food and DrinkServiceServiceRoomCleanlinessEntertainment 5 4 3 2 1This is an example of a survey that is given to customers in a paper format. In order for this to be integrated into ReviewPro the ratings must be converted to a numerical value and sent to ReviewPro in an excel format. Please inform us which of your concepts fall into our available categories.Global Rating

December 2011

10Example continuedThe paper format converted by ReviewPro ready for integration

Global Rating = 4Service = 4 + 4 = 8 Average = 4Room = 4Cleanliness = 4Food and Drink = 4 + 5 + 5 +5 = 19 Average = 4.7Entertainment = 1

ReviewPro can then convert these to percentages in the tool.

All scores are out of 5Date of StayNameLanguage (iso code)Global RatingRoom CleanlinessServiceFood & DrinkEntertainmentReview Content30/01/12BenEn44444.71The mattress is old and the springs were quite uncomfortable. Shower is very poor and the curtain smells damp. TV selection is poor for this day & age.

December 201111Client Example:

December 201112Client Example:

December 201113Client Example:

December 2011Now you are ready to start using ReviewPro to identify areas of improvement based on your Internal Survey results.If you have any questions, please contact the client services team: [email protected]

+34 93 452 0069.

14To conclude:

December 2011In 95% of cases we can integrate your Internal surveys into ReviewPro allowing you to benefit from having all relevant guest satisfaction data in one convenient place.There are two options available to you:If you have an Internal survey provider, they can create an XML file, according to the ReviewPro specifications, that ReviewPro can integrate into the toolIf you do not have a provider, you can send ReviewPro an Excel file of your survey results which will then be configured and integrated into the tool via a ReviewPro databasePlease note that whilst your Internal surveys will be analysed alongside the reviews from online travel agencies, and they will have a Source Index, they will not be included in the Global Review Index. This is because the GRI reflects guest satisfaction on the Internet, based on publically available reviews.

15Summary:

December 2011

15February 2012