The customer satisfaction is number one priority
The holiday rental sector has experienced unprecedented growth in recent years. Tourists consider numerous factors when choosing their accommodation: location, technical features, price, reservation conditions and company reputation are just some of the factors they take into account before making their decision. In most cases, all of this information comes directly from rental professionals.
Beyond the details provided in accommodation brochures, customers currently accord greater relevance to the personal experiences of former guests. Tourists prefer to be able to access first-hand the impressions of families who have already spent their holidays in the same holiday apartment, house or villa.
One good way for owners to position their proposed accommodation is to create a rating system to allow customers to evaluate the accommodation, write a review or rate the facilities. As customer opinions are so important, tourism managers who give voice to their guests in this way will be able to boost their own accommodation ranges.
At Muchosol, we are convinced that customer satisfaction must be the cornerstone of the holiday rental sector. Do you want some tips for achieving this goal?
How to measure client satisfaction
To determine the quality of your accommodation, you will need to draw up a set of detectable and measurable indicators. This will allow you to evaluate the evolution of your holiday accommodation range over time. These indicators may be divided into two broad categories:
- Quantitative indicators: waiting time prior to entering accommodation, number of calls required to finalise a reservation, accuracy of billing, degree of compliance with contract, etc.
- Qualitative indicators: comfort of the accommodation, friendliness and warmth of the service, safety, hygiene, etc.
Once these indicators have been identified, the next step involves choosing the ideal process by which to extract this information. Customer satisfaction questionnaires are a common tool used by most companies: shortly after leaving the accommodation, tourists automatically receive an email asking them to leave their impressions. The default text of this message must be as creative as possible to draw the attention of your clients. And why not incentivise participation by offering a discount if they return to you for their next holidays?
Qualitative interviews are another common method, although they require greater commitment from your team and lengthier subsequent analysis. In this case, we must telephone customers to discuss their experience, as well as the strong and weak points of the accommodation. Not all tourists have time to participate in this kind of interview, but the information which can be obtained is extremely valuable.
Negative ratings also help
Customer ratings allow weaknesses to be detected, and constitute an essential vehicle for continual improvement. Since there may be a significant gap between the service offered and the final perception of the tourist, a rating system can expose the positive and negative aspects of your accommodation.
Moreover, customer expectations do not remain static over time, but instead evolve continuously. Adding to this the fact that tourists are becoming increasingly demanding, it is vitally important to know which requirements are most in demand according to the time of year and the market in order to ensure all travellers are completely satisfied.
This requires the active involvement of the whole team, from the reservations team to the owners of the accommodation to be occupied by customers to the cleaning staff responsible for leaving the accommodation ready for future guests. If we are aware of the aspects most valued by tourists, we can do our very best to tailor our supply to customer demand.
Although reviews continue to be the most common type of rating, we cannot ignore the enormous potential offered by social networks. In comparison with restrictive customer questionnaires, feedback through social media conveys a much fresher, more dynamic image to end users. And the ultimate goal is none other than to create an interactive community between your brand and its clients.
Comments and ratings on Facebook provide an ideal showcase reflecting the state of mind of your followers. A tourist who remembers you when sharing their best photos on Instagram or a blogger who mentions you when writing an article on their latest getaway will be your best ambassadors on the web.
How do you feel after this experience? What’s your best memory from your latest holiday? The ability to consult ratings from other customers has become a key feature of most large online shops. It is also highly important in the case of holiday rental portals, as access to this information will sway doubtful tourists who have yet to decide which company to trust with their next holidays.
Satisfied clients will be the best ambassadors for your brand. And a positive rating will be the best advertisement for your holiday accommodation. As a result, holiday rental professionals must pay attention to even the smallest details to ensure that customers experience problem-free holidays.
Does your reservation portal still lack a rating system? What are you waiting for? Ratings play an essential role for customers attempting to choose between one accommodation or another. By implementing these tips, you will be one step closer to making your holiday rental one of the most sought after on the market.