| Guest Research, Inc. has been measuring our guest satisfaction year-round for five years. They developed for us a unique management tool that helps our entire organization and each department know how well we are performing through the eyes of our guests, and creates an ongoing process for continuous improvement. We use it year-round, measuring the satisfaction of not only day and overnight skiers, but also our summer guests visiting our Mountain Adventure Park or attending an overnight conference. Importantly, the online survey results are provided to us real time in an online Management Reporting System – the heart and brains of the feedback system, enabling us to make adjustments to our service delivery almost immediately. The focus of the ratings is unique, tracking Net Promoter Scores, Promoter percentages and Detractor percentages. Their research and analysis have been critical to the increases we have achieved in guests satisfaction levels, repeat and referral business and revenues, which are the best tests of the effectiveness of their system. | | Brian H. Fairbank, CEO, Jiminy Peak Mountain Resort |
We have been using Guest Research, Inc. for both our Meeting Planner and Guest Satisfaction Research for years. The research is fully customized for our complex resort, and the Online Management Reporting System brings clarity to the statistical data and guest comments. We have come to rely on the information they provide, and this research has become a critical component of our overall Quality Assurance System at Nemacolin Woodlands.
Scott Hannah and his team are as good as it gets in the Industry!! | | Dennis Noonan, Director of Sales, Nemacolin Woodlands Resort |
| Guest Research conducts for Crystal Mountain Resort satisfaction research for our guests, meeting planners and employees. The research is not only more comprehensive than what other companies provide, but Guest Research’s team provides the consultative support we need to maximize the value of the information. Most importantly, the research has helped us achieve real increases in satisfaction, revenues and profits. | | Chris MacInnes, Senior Vice President, Crystal Mountain Resort |
| Based on a recommendation from another ski area, Camelback Mountain Resort reached out to Guest Research late in the fall of 2008 in order to set up its Guest survey system for the upcoming winter. Despite the timing, the Guest Research team delivered the system in time for that winter and were very responsive to all our needs, and they continue to be so to this day. We use it both for summer and winter. The robustness of their system provides the entire management team the tools we need to keep track of our NPS scores and stay in touch with our Guests, one at a time. Since adopting the Guest Research NPS system, we have achieved significant increases in our Net Promoter Score. Guest Research’s Net Promoter-based tool is one I could not think of getting by without. | | Charles Blier, EVP/GM, Camelback Mountain Resort |
I have had the pleasure of working with Scott Hannah and his team since 1994 and have used their product at a number of different properties since that time. The research conducted by the team is timely, detailed and very beneficial in our decision making process in terms of guest follow up, employee training and capital expenditures. The data collected and presented is a vital part of our experience metrics and improvement processes in our quest for the ultimate “Darden Experience”.
I sincerely recommend that other organizations add Guest Research, Inc. as a partner, as the results will be a great benefit to all concerned. | Gene Meoni, General Manager-Hospitality
Darden School Foundation, Darden Graduate School of Business, University of Virginia |
|
|
