Accor Hotel Guests Have Their Say

Accor Hotel Guests Have Their Say

A new online Guest Satisfaction Survey is currently being trialled at Accor hotels in New Zealand and Australia, in a bid to further improve customer satisfaction and loyalty. The survey has been specifically customised for Accor Hotels and Resorts by software provider Medallia.

Pending a successful implementation, the survey will be introduced across Accor's global network of almost 4000 hotels in nearly 100 countries. The concept offers a coordinated and immediate way for hotels to monitor and improve products and services for their guests.

When a guest stays at an Accor hotel, they will receive a follow-up email requesting them to complete an online survey. The initiative provides hotel management with an opportunity to respond to this feedback quickly and effectively, facilitating an improved level of customer service. Guests are asked to rate various aspects of their stay including dining, check in and check out experience, room service, hotel staff and conference and meeting facilities where appropriate.

New Zealand Vice President Paul Richardson says it is an excellent concept that has strong benefits to both the guests and the hotels.

"The majority of our guests are impressed when they are contacted following their stay and are happy to give feedback, whether positive or otherwise. It also works as a great tool to motivate each hotel team because of the ability to compare ratings against other hotels."

The initiative has been rolled out across the New Zealand and Australian hotels and has now been fully functioning for three months. Medallia is also used by Accor hotels to assist in training and monitoring employee customer service.

Accor, the European leader in hotels and tourism, and a global leader in corporate services, operates in nearly 100 countries with 166,000 employees. It offers to its individual and corporate clients 40 years of expertise in its two core businesses:

* Hotels, with the Sofitel, Novotel, Mercure, Suitehotel, Ibis, All Seasons, Etap Hotel, Formule 1 and Motel 6 brands: 3,800 hotels and 450,000 rooms in 90 countries, as well as strategically related activities, such as Lentre;

* Services to corporate clients and public institutions: 23 million people in 35 countries benefit from Accor Services products meal and food vouchers, people care, incentive and loyalty programs.

ENDS

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