Hotels and Resorts
Company Case Study
95%
The number of company responses to reviews has increased
3.0
The company's rating continues to grow, starting from 1.7
13%
The number of resolved problems has grown
Hotels and Resorts. The company offers a vacation membership program with a number of travel benefits including exclusive airfares, unique resorts, discount systems, VIP perks and other travel options
Project Goals
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MonitorMonitor negative reviews and respond to them in a timely manner
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ImproveImprove the company rating on Pissed Consumer
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ShowShow other visitors that The Client is working with complaints and help their customers
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AnalyzeAnalyze performance using the key metrics provided by PissedConsumer.com
Solutions
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Weekly report
The company received a weekly report with reviews, comments, calls and questions submitted within a past week as well as real-time alerts if someone replies to their comments.
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Public responses
The company started to respond to reviews publicly and ask customers to mark their reviews as resolved.
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Verification badge
We placed a special “Verified account. Company monitors its reviews” badge above the company dashboard on Pissed Consumer. The company representative also was assigned with “Travelsmart vip club verified representative” badge.
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Admin panel
The company was provided with their own admin panel that includes different blocks with review and rating stats, average response time, ratio of calls and % of resolved cases, etc.
Results
It became easier for a company to work with negative reviews online.
The company got a full picture of their performance and what they could do better to satisfy their customers.
The company business profile looked more credible and posters may expect a better resolution process. Visitors to Pissed Consumer review platform were able to see that the company takes online reviews seriously and care about its customers.
The company covered more than 95% of reviews with their responses and resolved more than 40 issues, which equals to 13% out of total reviews. The rating has increased from 1.7 to 3.0.
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