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Vacation Rental Management Company
Guest Satisfaction & Loyalty Research
 

Vacation Rentals The foundation of any good listening or feedback program for vacation rental management companies is a comprehensive satisfaction and loyalty measurement and diagnostic system. Such a system must:
  • Measure in real time the satisfaction of a representative sampling of guests; our surveying utilizes an online survey with high completion rates realized
  • Accurately measure guest satisfaction with all relevant aspects of the guest experience, overall and by key customer and demographic segment, room type, etc.
  • Utilize a sophisticated survey design with branching and “if-then” probing
  • Provide easy access to the performance ratings, marketing information and guest comments in a state-of-the-art, online Management Reporting System (“M.R.S.”)
  • Provide the diagnostic information to address specific areas needing improvement
  • Compare the property’s performance ratings to the goals it may set
  • Benchmark the property's performance to that of similar-quality properties and condominiums
  • Enable the property to assign responsibility for corrective actions, track the completion of those actions and hold individual staff members accountable
  • Measure the Net Promoter Score (“NPS”) for the Likelihood to Recommend and all other attributes
  • Enable a review of the performance ratings and marketing information for any specified date range
  • Facilitate a quick email response to guests, when appropriate
  • Serve a dual purpose as a marketing information system
  • Include optional "Satisfaction Drivers Analyses" to identify the key drivers or determinants of overall satisfaction, as well as satisfaction with different components of the guest experience. Increasing the ratings for these key Drivers will generate the largest gains in overall satisfaction.
  • Include complimentary consultative support to maximize the value of the feedback to the property
This research is similar to our Lodging Guest Satisfaction Research, but is designed for Vacation Rental Management Companies responsible for multiple properties and more complex, varied lodging inventories. The design of the online survey parallels that used with individual lodging properties, but focuses on those services and facilities that are the responsibility of the property management company. The ratings for all units may be “filtered” by building, quality level, bedroom configuration and even unit; the latter allows the management company to address unit renovation needs with individual owners.

This Property Management Company guest satisfaction & loyalty research can be a critical measurement component of a comprehensive, Integrated Quality Assurance System that includes performance standards, guest service training and mystery shopper inspections.
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