Posadas listens to guests in their own words, and takes action

Propiedades

>175

Habitaciones

>27,000

Aumento general del NPS

22 puntos

"Medallia allows us to have the information of our guests in an automated, instantaneous, agile way."

- PAOLA SÁNCHEZ

Quality and Guest Experience Director, Posadas

Posadas partnered with Medallia to better understand the guest experience at their One Hotels brand. They built a customer feedback program to look at two things. The first was visibility into the big picture. Were they delivering the brand experience travelers want in an economy class hotel? Meaning, did guests feel it was living up to its reputation for comfortable quality at a fair price. The other thing was an ability to listen to each guest’s individual experience, to see inside the key moments and touch points along the guest journey.

Para ello, utilizaron la Voz del Cliente para recoger comentarios y puntuaciones, pero no se detuvieron ahí. Profundizaron en los comentarios con Text Analytics para comprender el significado más profundo de los datos de la experiencia. Esta información puso en marcha un rediseño de las habitaciones que restableció la promesa de la marca a sus clientes.

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