Hospitality Industry Case Study
Using Text Analytics to Improve the Hotel Customer Experience.
Today’s travelers are increasingly vocal and willing to share their experiences with hotels and travel providers, and they are more apt to share those experiences online through social networks like Facebook and Twitter, in online reviews on sites such as TripAdvisor and Yelp, as well as directly with the provider through surveys, emails, calls and other more traditional means.
From the check-in process to the quality of a property’s spa, this feedback contains valuable insights that hospitality providers can use to improve the guest experience with their brands, better target customers with offers, and differentiate their properties, products and services from the competition.
Learn how one of the world’s leading hotel and leisure companies used Attensity Analyze to extract unstructured customer sentiment data across solicited surveys and unsolicited social media sources. Analyze was able to categorize high-level findings and identify emerging trends, while enabling deep-dive views and analysis of each individual comment.