Customer service is the biggest factor behind negative reviews on Trip Advisor! That’s according to a survey of Daily Telegraph readers. Service was placed above ‘size / style of room’ as the aspect most likely to prompt a bad write up, with 58% of votes. This reinforces a report by TripExpert, another travel review website that shows 41% of Trip Advisor’s one star reviews say poor customer service is the main problem.
What impact does this have on customers who are booking? According to The Daily Telegraph report, 98% of people polled do browse reviews when choosing a hotel and 58% would reject or cancel a hotel on the basis of a negative Trip Advisor review – that’s powerful stuff!
It’s clear… customer service counts (and not just in hotels!) and the businesses that take this seriously are the ones that win!
If you want some help on making this happen in your business, you might be interested in our new e-learning programme Creating Delighted And Devoted Customers – real practical stuff to help you make it work in your business.
Please DON’T do what this hotel in Blackpool did when it got a bad review – it ‘fined’ the customers who gave it!
