The unique "Voice of the Guest” program (VOG) developed for AccorHotels allows the centralisation of all customers reviews shared via social media. This programme improves the gathering of customer feedback, allowing better responses, enabling the spreading and sharing of information, answering directly to customer reviews through an internal collaborative community.
This tool collects all customer feedback from approximately 150 sources (TripAdvisor, Booking, Facebook, etc.). All of the comments about a customer stay that are posted via social media and customer satisfaction surveys are centralised on the same platform. This data is then accessible to every hotel in the Accor Group.
In addition to data gathering and structuring, «Voice of the Guest" is also an engagement tool. Each hotel possesses a media per media dashboard displaying its customer satisfaction and real-time e-reputation score. This enables the staff members / Customer Relations Managers to continuously interact with the customers (anticipate, answer, thank them, etc.).
The Social Client partnered with AccorHotels in the launch of the new VOG programme through the creation of an internal collaborative community. The purpose is to help and engage the hotels who participate in the programme. The Social Client suggested a community approach between hotels who can then share their experiences and best practices.