Customer Case Study: Royal Plaza on Scotts
Royal Plaza on Scotts is a 5-star Business Hotel located in the heart of Singapore. Centrally located near the shopping haven of Orchard Road, it is just a short drive from central business district, mega exhibition and convention venues.
All 511 well appointed guestrooms provide the perfect sanctuary, with comfort in every corner, and oozing with modern design and unlimited Internet access.
Award-winning gourmet restaurant and bars are available for guests and visitors to unwind and socialize in its sensual and sophisticated ambience. It is also the first 100% smoke free hotel in Singapore.
The CRM department conducts guest surveys using manual guest comment cards regularly but the number of feedbacks received is pretty low. With the low response rate, it does not paint a clear picture of the guest satisfaction level.
In addition to regular guest feedback, the CRM department is also planning to conduct annual surveys to understand customers’ behavior and market trends.
The CRM department did an intensive evaluation of many survey providers and selected Vovici Survey Workbench solution due to five core factors – ease of use for creation of surveys, advanced survey design features, instant reporting elements, ability to solicit responses from specific respondent groups and excellent support/training – to meet all the survey requirements of the hotel.
With the Vovici Survey Workbench solution, survey author who have Internet access can use their browser to easily create surveys and automatically publish them on the Internet. Responses from the online surveys are automatically collected in the secure database server. Real-time reports such as frequency analysis, correlation analysis, gap analysis, and summary of means can be generated on the fly to create insightful reports in minutes. Reports can also be shared out to authorized users or exported to Microsoft Words, PowerPoint or Adobe PDF format. All these capabilities help the Department save time and resources on compiling the responses, allowing them more time to concentrate their efforts on analyzing the survey results.
“Vovici solution has met our requirements and our users are happy with the software. The Vovici Survey Workbench solution provides our users the ability to quickly and easily create questionnaires, deploy surveys, solicit responses from our guests, collect responses, analyze results, and distribute findings easily” said Ms Alka Solanki, CRM Manager of Royal Plaza on Scotts. “Most importantly, the system has helped us generate excellent response rate of over 15% from our guests and we could now use the results to get a good picture of our customer satisfaction level!”
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