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.
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
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.