TrustYou

Hotel customers post their reviews on various social networking websites. This tool creates a database of their sentiments and lets you analyze your hotel's performance based on those sentiments

Thursday, February 02, 2012

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Snapshot Price: Review Analyst Survey – Free; Review Analyst Professional - 1500 Euros per year onwards; Review Analyst Enterprise - 5000 Euros per year onwards; Semantic Engine - 5000 Euros per month onwards Key Specs: Browser-based solution Pros: Based on SaaS model, vast hotel coverage, consolidated and detailed reports Cons: None Write: pcquest@cybermedia.co.in with name of product in subject, for more info.

If you are in a hotel industry (even if you are not) what would be a better option- creating your organization's social networking page or to get to know what customers are actually talking about you on other websites? There is a high possibility that you will go with the second option.

TrustYou is one such tool that aggregates the opinion of your customers from different social networking websites, travel agencies, travel advisories etc. and presents you with a structured and easy to understand information.

The dashboard provides you the analysis of your performance. It has a Key Performance Indicator which gives you a score out of 100. Your score gets updated on regular basis. You also get to see the trend followed by your score, whether it's increasing or decreasing over a period of time. It will also let you know whether your management has replied to the responses or not and if yes then how many posts have they replied to. You can also see your hotel ranking according to the TripAdvisor site. TrustYou uses the ranking only by TripAdvisor as a benchmark. But if you want to see scores the different websites have given you then you can also check it under Source Overview, which is just below the Key Performance Indicator. We tried to check the reviews on different websites and it gave us a simple and nice view of the feedbacks. We could easily differentiate the negative reviews with the positive. The positive reviews were highlighted in green color while the negative were in red. Then there is a review summary towards the end which provides you with recent reviews along with the negative reviews categorized under grounds, ambience, buildings, service, etc. You can also reply to these reviews by logging on to the particular website.

The next tab is Social. This tab gives you the stats from social networking websites. You can log in to these sites by adding the account information in Settings. Facebook, Twitter, YouTube, Klout, and Foursquare are some of the websites which you can monitor using this tool. We tried to reply to a tweet by typing it in a box given in the same window and successfully posted the tweet. The same goes with other networking sites listed here.

If you want to compare your hotel with other hotels and also if you want to see the reviews about them then you can check it under Comparison tab. You can also group the hotels if you want to. This will actually let you know where your hotel is lacking in services and infrastructure as compared to other hotels as you will get an insight of these hotels. You can generate a detailed report of feedbacks in the .pdf format or Excel and use this report to analyze shortcomings. We generated the report in .pdf format and it gave us the charts and graphs and the feedback in an easy to understand language. This report can be used by the managers to address the concerned department.

Bottomline: TrustYou is a very effective tool for hotel managers and owners as it gives them an insight of how their hotel is performing and what they are lacking in.

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