Chatter Guard Social Media Monitor Report – May 2010 – Has been Published
Lodging Interactive, a leading interactive marketing agency servicing the hospitality industry and the publisher of the free Chatter Guard Monthly Benchmark Monitor Report has released its May 2010 report.
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After a stormy April, we were looking to May for sunnier dispositions from hospitality customers. A quick look at the average customer responses would seem to indicate a change of heart, with single-digit increases in almost every category. But looking closer tells a different story. While most hotel segments struggled with single digit dips in customer satisfaction, the reviews for Extended Stay hotels were so strong that they bumped up the overall averages from negative to positive territories. Let’s see if summer travel season will inspire consumers to be equally generous across all segments next month. On a scale of 1-5, 5 being “fantastic” and 1 being “poor,” the average lodger indicated a 2.54% improvement in Resultant Quality Score (3.55 to 3.64), a 2.47% increase in Dining (3.65 to 3.74), an impressive 6.08% improvement in Facilities ratings (3.78 to 4.01), a 1.15% rise in Room satisfaction (3.47 to 3.51), a 4.13% increase in Staff reviews (3.63 to 3.78), and a 1.2% bump in Value (3.33 to 3.37).The only decline was in the area of Housekeeping, which dipped 1.16% (3.45 to 3.41).
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