Research identified key sources of conversationEstablishing a business case for a blog outreach program
House of Kaizen worked with hospitality company Ramada Jarvis to identify where improvements within its 66 UK properties needed to be made. Once these insights were found Ramada Jarvis were able to benchmark service and value at property and brand level.
Ramada Jarvis wanted to understand and quantify what guests of their 66 properties in the UK thought and said about their experience. More importantly, Ramada Jarvis needed a uniform quality score to benchmark service and value at a property and brand level.
We gathered information from the Ramada Jarvis team, monitored online conversations to identify customer experience and satisfaction with each individual property.
How we did it
We began the process by meeting with key members of the Ramada Jarvis team, including the head of Customer Service, Revenue Management and Marketing. Through the information- gathering sessions, we identified for key performance metrics – Value, Service, Comfort, and Location.
Following the information gathering session, we deployed a Word of Mouth (WOM) Monitoring program identifying the sources, volume and sentiment attached to the Ramada Jarvis, Ramada and Holiday Inn brands. Furthermore, the data was validated and applied to each property. The data was then translated into common score system based on positive, neutral and negative sentiment relative to value, service, comfort and location. To provide additional insight, the same metrics were benchmarked against two competitors.
The results of the Word Of Mouth (WOM) Monitoring revealed a huge gap in performance between properties, and allowed Ramada to address common issues related to service and comfort. The data also identified Tripadvisor.com as a, key source of conversation for the brand, establishing a business case for an ongoing blog outreach program.
Why House of Kaizen
Our deep knowledge of observing and analysing Word of Mouth online gave us invaluable insights that Ramada Jarvis needed to achieve a uniform quality score. Years of monitoring consumer conversation has given House of Kaizen the skills to pull out key element s of conversation that are vital to a company’s performance.
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