Vacation Rental Management Company
Guest Satisfaction Research
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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:
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| - 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, if desired,
all 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
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This research is similar to our Lodging Guest Satisfaction Research, but is designed
for Vacation 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 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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