Customer satisfaction in tourism:
Create exceptional experiences
Listening to customers is a major issue in the tourism sector, as it helps to improve travelers' experience, strengthen loyalty and attract new customers thanks to online reviews.
In the tourism sector, the customer experience is a key factor in loyalty and differentiation. According to Salesforce, 84% of customers believe that a brand's experience is as important as its offering.
Faced with these expectations, industry professionals are focusing on innovation and automation to improve satisfaction: 60% of hotel managers expect automation to improve the customer experience (Deloitte).
Understanding and optimizing every stage of the customer journey, from reservation to return home, is essential to delivering a smooth, memorable experience.
Influence of online reviews
81% of travelers consult reviews before booking. A good reputation boosts attractiveness and bookings. (According to Tripadvisor)
Quality of service under pressure
Energy costs, staff turnover, difficult recruitment: maintaining impeccable service is a key challenge in building customer loyalty.
A seamless end-to-end customer experience
From booking to getting home, every step counts. A consistent, high-quality experience boosts satisfaction and loyalty.
Today's key customer experience issues in the tourism and transport sector
Attracting prospects with online reviews
Online reviews play a crucial role in consumer choice. According to one study, 95% of travelers choose their destination based on reviews read on the Internet. For the same price, a hotel with a higher rating is four times more likely to be selected. So it's vital to pay close attention to online customer reviews, and to take an active role in resolving any irritants.
Maintaining impeccable service quality
Rising costs are forcing companies to increase their prices, making customers more demanding. At the same time, high staff turnover and recruitment difficulties can impact on service quality. It is therefore essential to implement strategies to attract and retain qualified personnel, while maintaining a high quality of service.
Innovating to meet new customer expectations
Restaurateurs need to offer local products, home delivery services or pay-at-the-table options, while ensuring that these innovations generate customer satisfaction and positive online reviews. Every interaction influences brand perception, making reputation crucial, especially in the tourism and restaurant sectors.
Managing brand e-reputation
Consumer reviews are perceived as 12 times more trustworthy than company descriptions. Proactive management of customer feedback thus contributes to a positive online image, essential for attracting new customers.
Case studies
Issues
How do you deploy and promote a customer culture within your company?
Reply from SatisFactory
- 4 post-interaction email surveys
- Dynamic emails and questionnaires tailored to products and distributors
- Semantic analysis of responses for a finer understanding of dissatisfaction issues
- Tracking results by product and customer relations center
The benefits of listening to customers in the tourism industry: more precise and responsive action
Manage customer satisfaction with precise indicators
Tracking and analyzing customer satisfaction enables tourism companies to assess the quality of their service over both the short and long term. Thanks to the data collected, they can compare performance from one season to the nextand anticipate traveler expectations.
Structured monitoring of key indicators enables you tocustomer experience.
React in real time to avoid dissatisfaction
In an industry where every interaction counts, quickly detecting dissatisfied customers is essential to preserving an establishment's reputation.
A real-time customer listening system enables us to identify irritants, intervene immediately and resolve problems before they turn into negative reviews. This responsiveness strengthens confidence and improves brand perception..
Unite teams and improve e-reputation
Listening to customers is not just about satisfying them, it's also about mobilize our teams around a common goal: to deliver the best possible experience. In busy periods, disseminating customer feedback helps to motivate and reward employees.
Good satisfaction management also has an impact on youre-reputationa key element in a sector where 84% of customers consider the experience as important as the offer (Salesforce).
Optimizing investments and building customer loyalty
Understanding customer feedback enables you to prioritize investmentswhether it's improving room comfort, streamlining digital paths or training staff.
A satisfied customer is also a loyal customermore likely to return and recommend the establishment. According to Deloitte, 60% of hoteliers see automation as a means of improving the customer experience, proving the value of high-performance solutions for optimizing services and building lasting loyalty.
Case studies
Issues
How do you deploy and promote a customer culture within your company?
Reply from SatisFactory
- 4 post-interaction email surveys
- Dynamic emails and questionnaires tailored to products and distributors
- Semantic analysis of responses for a finer understanding of dissatisfaction issues
- Tracking results by product and customer relations center
The 3 key features of our
SaaS feedback management solution
for the tourism industry
Real-time feedback
By transmitting information via API, you can quickly gain an overview of customer satisfaction, enabling you to take swift action.
Alerts on low scores or keywords
Define notes and topics requiring rapid intervention, guaranteeing optimum responsiveness to dissatisfaction.
Centralized 360° view and in-depth analysis
Give head office a complete view of the Voice of the Customer, facilitating informed strategic decisions, especially during slow periods.
With SatisFactory's Feedback solution, operational teams can monitor and analyze their customers' satisfaction in real time and thus implement corrective action plans andcontinuous improvement.
SatisFactory has allowed us to get closer to our customers, to better understand their expectations and to aim for operational excellence.
Feedback is a powerful tool that allows us to respond more easily and quickly to customer feedback.
Our references in the sector
FAQs on the sector's specific features
How to analyze all the customer reviews on the Internet?
We designed our platform to integrate real-time customer reviews from Google, Booking, TripAdvisor, Facebook, Zoover, Trustpilot, La Fourchette, Hotels.com.
You can manage both your surveys and customer reviews in the same solution.
How do you reconcile the need for customer knowledge with the need to collect more customer reviews online?
To reconcile the two needs, we recommend proposing, at the end of the questionnaire, the possibility to leave a review on Google, TripAdvisor, or any other platform of your choice.
This way you only have to solicit your customers once, you accumulate more knowledge about them and more opinions on the platforms that matter to you.
Which key indicator(s) to choose?
The customer journey in tourism is very rich, because it is made up of multiple experiences: online or in agency booking, arrival, entry into the accommodation, activities, check out...
The right indicators need to be put in place to measure the performance of each of them, and indicators need to be developed to monitor brand loyalty. We invite you to download our case studies or contact us for best practice inspiration.
Why implement a feedback management solution if we already have satisfaction surveys?
A centralized solution enables you to to collect, analyze and react in real time to customer feedback across all channels (online reviews, surveys, social networks, etc.).
It helps to prioritize actionsbetter understand trends, and strengthen team commitment by integrating the voice of the customer into strategic decisions.
How can we manage negative reviews and prevent them from damaging our reputation?
A rapid, personalized response to a negative review can turn a disappointing experience into a loyalty-building opportunity.
Our solution lets you set up real-time alerts to intervene quickly, propose solutions and show customers that their feedback is being taken into account.
How does a better customer experience have a direct impact on profitability?
Improving the customer experience leads to increased referrals and loyalty. In the State of Personalization Report 2023, 56% of consumers say they will become repeat customers after a personalized experienceproof that satisfaction has a direct impact on sales.
What's more, a better e-reputation reduces customer acquisition costs and helps attract more bookings without additional marketing effort.
You want to centralize returns
on the customer experience
in the tourism sector?
