It’s a fact that most customers do not voice their complaints. Only one out of 26 customers is likely to bring their compliant to a staff member. The other 25 will say nothing and take their business elsewhere. And chances are you’ll never know why any of them chose not to return unless you come across an unfortunate review that thousands of potential customers have also viewed. That can be both embarrassing and damaging to your business.
Improving engagement and making it easy for guests to provide feedback across their customer journey is necessary for trouble resolution and glowing reviews. Consider the following:
- Dissatisfied customers typically tell 9 to 15 people about their experience (White House Office of Consumer Affairs).
- A negative experience is the reason 86 percent of consumers quit doing business with a company (Customer Experience Impact Report).
- 47% of customers with a product or service complaint will voice it on social media (Sprout Social).
- It takes roughly 40 positive customer experiences to undo the damage of a single negative review.
Luckily, Logit gives customers the ability to easily leave guest feedback at designated touchpoints. Customers simply scan a QR code using their phone’s camera to inform staff of an issue or request support.
Room service slow to respond? Toilets not clean? Dinner menu is underwhelming? Chances are your customers won’t tell you directly, but they will leave feedback when you make it quick and easy for them to do so.
With the scan of a QR code, customers can leave honest feedback (in a private and non-confrontational manner) that provides you with valuable insights for enhancing the guest experience.
Keeping guests engaged with technology that allows them to voice their opinions and concerns will save you from the embarrassment of negative reviews. And since research reveals that 86% of customers are willing to pay up to 25% more for a better experience, you’ll be sure to grow revenues and outperform the competition.