Test Hotel:
- 280 capacity, mid-priced restaurant located downtown Greenville
Opportunity:
- Respond within 24 hours of comment postings on TripAdvisor® and Yelp®
- Increase number of guest comments on TripAdvisor, YELP® and mentions with feedback on UrbanSpoon and OpenTable™
- Increase Global Review Index™
- Gather information of our competitors and use it to benchmark against
- Reputation control and management
Results:
- Responded to 98.1% of the comments on TripAdvisor® & YELP® within 8 hours of posting
- Increased number of responses in TripAdvisor® by 5.5%
- Increased number of guest comments by 8.3% on TripAdvisor® and by 5.7% on YELP®, 77.8% on UrbanSpoon and OpenTable™
- Increased Global Review Index™ by 6.7% when the Comp-set went down by -2.3%
- Now have information of competitors to be able to analyze and benchmark against