Can you deliver unforgettable and positive guest experiences?
A pratical case study about the hospitality market
Guest experiences are the sum of all their parts – meaning every touch point is an opportunity to delight customers, build loyalty, earn referrals and achieve overall satisfaction. This client case study showcases the role of text analytics in achieving stellar guest experiences.
The Objective
Semeon’s text analytics platform analyzed over 7000 reviews, comments and survey responses related to a prestigious hotel in New York City to evaluate guest satisfaction and illustrate the hotel’s strengths and weaknesses.
Exploring the Top Categories of
Guest Satisfaction
This graph illustrates Semeon’s analysis of customer feedback organized by key concepts: guests stated that the prime location and proximity to popular destinations were the hotel’s principle attraction, significantly more important than the high- quality service. Given this insight, hotel representatives suggested a focus for future marketing efforts to promote the hotel’s location to maximum advantage.
Telling the Rest of the Story
Semeon organized customer feedback by topic in order to illustrate the areas of frustration reported by hotel guests. Hotel representatives were able to quickly identify the four “most crucial” sub-categories to immediately address in order to improve the overall guest experience:
Telling the Rest of the Story
Semeon organized customer feedback by topic in order to illustrate the areas of frustration reported by hotel guests. Hotel representatives were able to quickly identify the four “most crucial” sub-categories to immediately address in order to improve the overall guest experience:
Actionable Insights Derived
from the Concept Cloud
This cloud represents the top concepts expressed in connection with the “a-la-carte offering” and associated sentiment. Semeon’s ability to identify, quantify and determine the sentiment of key themes allowed the hotel to quickly identify improvements to a-la-carte offerings which would eliminate a significant source of consumer negativity.
The guest experience team was able to explore the concept cloud by clicking on any piece of feedback – exposing related concepts, a concept timeline and even the original posts to obtain additional context.
The Key Takeway
Real improvements to the guest experience always begin with a strong understanding of the customers’ perception and satisfaction with all facets of the current offering. Semeon Analytics can be used to eliminate information blind spots, the first step in prioritizing improvements that will delight guests and foster loyalty and referral.