With so many review sites and social media channels influencing the purchase decisions of your customers, a tool that constantly monitors and collates this data is a must-have.
Your time is probably your most valuable commodity; so being able to monitor, analyse, respond to and act on what really matters to you and your business in real time, can have a huge impact on your performance and online reputation.
Did you know?
Our online reputation management tools will enable you to improve your brand persona online, maximising the great potential of review sites and social media channels to grow customer advocacy and increase revenue, and minimise any potential reputational damage.
We make use of advanced semantic analysis technology that processes the text within guest reviews, categorising them so you can quickly evaluate your brand’s key strengths and areas for improvement. You can also integrate these summary reviews onto your site to build trust and encourage customers to book directly with you.
of guests say they will pay more for a hotel with higher review scores
95% of guests look at reviews before booking a hotel and spend on average 20-30 minutes reading them
75% share of the search engine market, and 78% of the mobile search market
(32% of Millenials already book using their mobile device)
2016 was the year online searches from mobile devices overtook desktop searches for the first time
In 2016 OTAs accounted for 48% of online bookings
People are talking about you and your brand. If you don’t take part in the conversation, you leave yourself open to the possibility of people saying things that may not be true or miss opportunities for positive feedback.
We will analyse all the comments made about your brand into tangible measurable criteria. Trends can be plotted, and strengths and weaknesses identified for your operational teams to act upon. Plus, this can be directly compared with your key competitors to help you differentiate and stay ahead.
Our measurement tools provide an integrated, easy-to-use dashboard where you can review data and post responses on all the different social media channels and review sites directly from within the tool.
We can easily integrate the findings from your online reputation management tool with any other customer experience measurement processes This helps ensure that your operational teams have concise insight that they can act upon to improve the customer experience.
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“Service Science understands our business and how we operate and that deep understanding is always reflected in our monthly reports. We don’t receive generic feedback, we get tailored insight and commentary which is invaluable to getting our customer service right.”
– Operations Director, Oakman Inns.