Hospitality Managers Pay Attention! The Truth Doesn’t Have to Hurt

A big part of both the Canada-e-connect and the PhoCusWright Conferences revolved around user generated content and the effect that online review sites have on a companies reputation. The TripAdvisor presentation, which I reviewed earlier, pointed out that hoteliers and destination marketers don’t need to fear public opinion and that feedback in the form of reviews is a valuable tool from a customer service standpoint. This survey, by Marketing Vox seems to support the idea that reviews are really not as bad as hoteliers think.

Here is a snippet of the results as posted by Joe Buhler:

• Fully 90 percent of respondents say they write reviews to help others make better buying decisions, and more than 70 percent want to help companies improve the products they build and carry.

• The study also found that 79 percent write reviews in order to reward a company, and 87 percent of the reviews are generally positive in tone.

Thanks to Joe Buhler for finding and posting about this survey.

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