Guest Service Report
How Service & Recovery Affect the Guest Experience & Drive Business
As hotel operators continue to search for ways to enhance the guest experiences they are providing, leading guest engagement messaging platform, Zingle, today announced results from the Zingle 2019 Guest Service Report. The new report looks at how guest expectations and effective service recovery impact the guest experience and drive business.
Highlights from the report include:
- Only 25% of guests report any issue that impacts their guest experience
- Nearly 50% of guests don’t report problems because there’s no easy way or they don’t like confrontation
- More than 86% of travelers are willing to pay more for better service
- More than 50% of consumers say online reviews “greatly” impact purchase decisions
- 42% of our respondents would return to a hotel if they were able to turn a poor experience into a positive one by solving the problem immediately
