Helix for Hotels™

Helix for Hotels
™
Boutique Hotel Increases
5-star Ratings by 31% and
Doubles Online Reviews
Contact Us
1 - Line work only
2 - 30pt black lines with rounded corners and caps
240 Bank Street, Suite 500, Ottawa
3 - Turn OFF scale stroke and effects (cmd-k menu)
Find out how we can help you make
data-driven decisions in real time.
4 - Create icon within the larger circle, center and stretch to circle bounds without bleeding
6 - Group object and save as compound path
7 - Save and place vector into masterfile as is
8 - Export SVG to fontello folder
9 - Thank the based god
[email protected]
1 - Line work only
2 - 30pt black lines with rounded corners and caps
3 - Turn OFF scale stroke and effects (cmd-k menu)
4 - Create icon within the larger circle, center and stretch to circle bounds without bleeding
6 - Group object and save as compound path
7 - Save and place vector into masterfile as is
8 - Export SVG to fontello folder
9 - Thank the based god
1 - Line work only
2 - 30pt black lines with rounded corners and caps
+ 1-855-255-2005
3 - Turn OFF scale stroke and effects (cmd-k menu)
4 - Create icon within the larger circle, center and stretch to circle bounds without bleeding
6 - Group object and save as compound path
7 - Save and place vector into masterfile as is
8 - Export SVG to fontello folder
9 - Thank the based god
www.MicroMetrics.com
1 - Line work only
2 - 30pt black lines with rounded corners and caps
3 - Turn OFF scale stroke and effects (cmd-k menu)
4 - Create icon within the larger circle, center and stretch to circle bounds without bleeding
6 - Group object and save as compound path
7 - Save and place vector into masterfile as is
8 - Export SVG to fontello folder
9 - Thank the based god
The Company
Valuing superior service and comfort, a boutique hotel
located in the heart of downtown Ottawa specializes
in luxury services. The hotel has been proudly serving
guests for years and actively works to improve
guest experience.
The Challenge
Over the past year, the hotel had only been receiving
4-6 reviews per month on TripAdvisor. Only 22% of
those reviews were five-star recommendations. They
were confident that the majority of guests were more
than satisfied with their visit, but with so few leaving
reviews, it was difficult to prove. In a review-driven
industry, positive reviews are a strong driver of both
repeat visits and new guests. The hotel was faced with
the challenge of encouraging guests to leave a review
when direct incentives are prohibited by most sites.
The Solution
In less than a week, MicroMetrics implemented a Wi-Fi
access program wherein guests answer 2-3 questions
about the hotel in exchange for access to the free public
WiFi in the lobby and hotel restaurant. MicroMetrics
worked with the hotel to develop questions targeted
at the most important aspects of the hotel experience:
arrival, comfort, cleanliness, service from staff and
overall satisfaction.
MicroMetrics’ Customer Insight Platform empowers
franchises and multi-location enterprises to make
decisions using real-time customer intelligence.
Start collecting richer, contextual data by engaging
your customer in short, customized surveys on
the spot – when their feedback matters most.
Results of these questions were then reported in
real-time, allowing management to monitor guest
experience and react quickly to service failures.
The hotel asked 1 in 3 guests if they’d be willing to
leave a review of the hotel online. Guests who said
yes were prompted to leave an e-mail allowing
MicroMetrics to follow up and provide a link to
the hotel’s TripAdvisor page.
The Result
Reviews more than doubled to 12-16 per month, with
53% being five-star recommendations, compared to
22% previously. In a typical month, 6-8 reviews were
from guests who had never previously left reviews
and were prompted by the email from Micrometrics.
This resulted in more positive online recommendations,
crucial for a hotel. A 2012 study found that a 1% increase
in a hotel’s online reputation score leads up to a 0.89%
increase in average daily rate (ADR), an increase in
occupancy rate of up to 0.54%, and a 1.42% increase
in revenue per available room (RevPAR).
Hotel management also had a tool to improve guest
experience and guard against service failure. Ratings
on important metrics were supported by dozens of
detailed text comments each week that guided managementin reacting when ratings fell below expectations.
Using this feedback data, the hotel was able to tweak
their processes and improve guest experience across
the board.
How much is a satisfied
customer worth to you?
Give us a call to find out.
+ 1-855-255-2005