SayWay feedback systems are often positioned by the reception and integrated into a feedback process. After checking out, guests are invited to give their feedback on a tablet. This is generally done using a driver analysis in order to expose the drivers of the dissatisfaction quickly and easily, without causing any unnecessary bother to the satisfied people.
The M&E department is the blind spot in most hotel feedback concepts. Frequently no one really knows how satisfied the event guests were with the services of the hotel itself (catering, room technology.air-conditioning etc.). One or two mobile SayWay floor stands can offer continual and long-term information in an area that is becoming one of the greatest sources of revenues for hotels. Complaints can be sent directly to your sales or service employees via an automatic alert, so that you can react quickly, solve problems and increase the loyalty of your regular guests in the banqueting department.
Food is a cultural factor that has a great impact on overall satisfaction in hotels. Non-resident guests are an important source of additional revenue. SayWay’s floor stand systems positioned by the exits of hotel restaurants, or our innovative bill wallets with integrated tablets which are given to customers when they pay, can gather valuable data about the customer experience continuously and systematically which can then be used to your advantage in daily business.
SayWay is becoming increasingly popular in the sauna and pool area. Cleanliness, spa facilities and equipment and furnishings are important performance parameters that have to be monitored and improved continually. Online real-time reporting and alert e-mails enable you to respond to grievances directly.
Questionnaires on SayWay systems can be swapped manually on any system or by remote control all over the world from the headquarters in Cologne. We recommend that our customers use the system for employee surveys in the back office at least four times a year. Good staff in the hotel trade is scarce and is also the biggest cost factor in the budget. That’s why it’s a good idea to work closely with your employees in order to keep fluctuation to a minimum.
If a feedback project is to be successful and sustainable, the feedback process must be defined and implemented very precisely. Clear project responsibilities, appropriate questionnaires and a precise choice of location for the system are just some of the components involved in defining an on-site feedback process. In restaurants, a combination of a fixed feedback terminal at the exit and a mobile tablet for guests with the bill has proven successful.
The closed loop concept gives our customers guidelines as to how they can work actively with the feedback data collected and communicate the results back to the target group. In this way feedback, optimisation and information run in a cycle, a closed loop. Our project management team will be happy to help you with the closed loop process.
Measuring satisfaction digitally is far more advanced in the hotel trade business than in any other sector. The number of completed questionnaires in traditional e-mail surveys has dropped drastically over the last few years due to a decline in the willingness of guests. In addition, the feedback often lacks detail because the surveys are usually completed a few days later.
If given a friendly invitation by the staff at reception, most guests participate in the SayWay surveys. The results are usually quite detailed and accurate as the experience is still fresh in the guest’s mind. The impressions, or rather the experience of the guest at the “moment of truth” are captured. This is why a lot of hotels are opting for SayWay, the digital communication channel with their guests.
SayWay helps individual hotels and chains to set up this digital channel quickly and easily without interfering with the existing IT infrastructure. When installing SayWay, we use a toolbox that we have developed and continually enhanced jointly with customers over the past few years.
With our feedback system that is quick and easy to set up, you can measure the pulse of guest satisfaction right down to the micro-level of the individual restaurant (kitchen/service/event). At the macro-level, i.e. the headquarters or management, branches can be monitored and optimised easily.
Primarily SayWay “only” collects ratings. But the system can do much more than that. Having a feedback channel that is continuously open sends out a signal to the target group, even if the system isn’t used. If guests give feedback as they are leaving the restaurant, it’s a kind of emotional check-out. The systems can also be used as an information board. A visual can be shown on the last page of a survey, for example, to remind customers of a special offer.
There is a great risk in the catering trade, in particular, that dissatisfied guests may air their frustration on digital platforms that are beyond your control. If you use SayWay, this dissatisfaction can be recorded in a sheltered environment. Ideally, you can even respond to it quickly and constructively if the person concerned has requested a response.
Basically, any conceivable type of questionnaire can be implemented using the SayWay feedback software. In hotels, SayWay’s driver analysis, has established itself as the standard. In this case, only dissatisfied guests are forwarded to a second page where they are asked about the causes of their dissatisfaction. The satisfied guests are only given one additional open question where they can express their praise and suggestions. In this way, happy guests are not bothered unnecessarily and dissatisfied people can air their grievances.
More and more hotels have adopted the NPS system for on-site feedback. This is a standardised survey concept developed in the USA that measures the likelihood of a customer recommending the company, product or service to someone else and also indirectly measures loyalty and customer satisfaction. There are a lot of studies that prove that the NPS correlates with business success. It is important that the NPS is measured regularly in order to depict changes reliably.
Every single hotel and chain needs different information. The SayWay reporting tool takes these individual requirements into account through customised solutions for each company. Different location structures require special dashboards.
The roles and rights systems must be developed differently depending on the hierarchical levels. The design of automated PDF reports must be clearly aligned with the individual framework conditions. The SayWay hospitality team will be pleased to help you to design your own individual online reporting tool.