Valuable Insight that Fuels Retention

Guest retention links directly to profitability. The best way to increase retention is maintaining responsiveness to guests and continuously monitoring guest satisfaction.

According to research by Bain & Company, it is 6 to 7 times more expensive to gain a customer than it is to keep an existing one and a 5% increase in customer retention can increase profits by 25% to 95%.1

eSurvey is a digital guest feedback and monitoring system for hoteliers that provides valuable insight to your guests and meeting planners experience. Cendyn's eSurvey solution has acquired guest satisfaction data for over 4,500 hotels worldwide and includes:

  • Personalized Thank You email specifically branded for your property
  • Configurable number of days after checkout that the Thank You email is delivered
  • Survey questions/formats are completely customizable
  • Configurable suppression rules for guest types, segments, etc. that should not receive surveys
  • Robust backend management system via secure access via login/password
  • Configurable personalized alerting and scheduling by user
  • Complete reporting of all survey data collected
  • Configurable filters for customized reporting views

Operational Benefits of eSurvey

  • Immediate notification to management/customer service to manage negative responses
  • Improved response to guests and meeting planners increases retention

Marketing Benefits of eSurvey

  • eSurvey is a comprehensive solution for collecting valuable guest and meeting planner information
  • Data is gathered directly from consumers and meeting planners
  • Data collected can be used for future marketing opportunities
  • Vital feedback to gain and retain customers
  • Enhances eMail database and develops loyalty

Guest Retention = Profitability!

1Source: Bain & Company study in Harvard Business Review