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Hotels and Resorts
Company Case Study

chat icon 95%

The number of company responses to reviews has increased

star icon 3.0

The company's rating continues to grow, starting from 1.7

check icon 13%

The number of resolved problems has grown

Client’s Name
Client’s Niche

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

Type of contract
Free Plan client 2016 – till now

Project Goals

  • icon view
    Monitor

    Monitor negative reviews and respond to them in a timely manner

  • icon increased
    Improve

    Improve the company rating on Pissed Consumer

  • icon users
    Show

    Show other visitors that The Client is working with complaints and help their customers

  • icon analise
    Analyze

    Analyze performance using the key metrics provided by PissedConsumer.com

Solutions

  • 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.

  • Public responses

    The company started to respond to reviews publicly and ask customers to mark their reviews as resolved.

  • 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.

  • 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.

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Results

Negative reviews under control

It became easier for a company to work with negative reviews online.

More trust in the company

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.

More customer understanding

The company got a full picture of their performance and what they could do better to satisfy their customers.

Improved performance

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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