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