I recently left my snowy surroundings for a trip to sunny Mexico for a long awaited vacation. The trip was fantastic, and thanks to reading a ton of reviews on Trip Advisor and other travel sites, we knew what to ask for and what to watch out for, if anything.
Authentic reviews from previous guests played a major factor in our location choice, leaving the resort’s websites to almost an afterthought. We wanted to see pictures of real rooms with real families taken with real cameras, not glossy, photoshopped versions with models and fisheye lenses to make the room appear bigger than it was.
Throughout the trip, the resort did a great job of measuring customer satisfaction. In our one week there, we were given no less then three short surveys about different aspects of the resort. And they appeared to be listening. After answering ‘not that we can recall’ to ‘Did the chef come out to talk with you during dinner?’, the chef was very visible every night thereafter. Coincidence, maybe? But the resort seemed very interested in making sure we got the right experience.
But is asking those questions enough these days?
This reminded me of another recent trip to Punta Cana. At the conclusion of that trip, we went around to say our goodbyes and thank yous to the helpful staff. One woman, in her best english, thanked us, and started writing down a web address. She proceeded to hand us a piece of paper and asked us to post our comments online, since that is how her management company reviews her. What URL did she write: www.TripAdivsor.com.
On almost every receipt these days is a request to answer an online survey about your experience. Imagine if instead they asked you to post publicly about your experience?