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 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 got a full picture of their performance and what they could do better to satisfy their 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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