Hospitality Consulting | SQInsight Blog

Market Metrix and SQInsight partner: Cruise lines get a total guest feedback solution

–Direct guest feedback combined with social media analytics provide 360 view of the guest experience–

California January 27, 2011 — Market Metrix and SQInsight Hospitality Consulting have entered into a strategic partnership to better serve the cruise industry. The partnership enables Market Metrix and SQInsight Hospitality Consulting to provide comprehensive guest opinion and performance analytics, combining direct guest feedback from Market Metrix with analysis of online reviews from all major cruise related travel sites and social media sites from SQInsight.

”Together, we represent the first comprehensive solution for the Cruise industry for those who want to combine sources of guest feedback for operational improvement, market intelligence, and competitive benchmarking,” said Robert Honeycutt, CEO of Market Metrix.

Developed by Market Metrix, CustomerMetrix™ for Cruise Lines is a real-time, hosted web-based system that establishes the foundation for guest feedback, service recovery and improvement action planning. Designed for flexibility, ease of use and actionable results, CustomerMetrix supports continuous improvement across all customer touch points and timely recovery efforts when you fall short of customer expectations. With new financial metrics and powerful reporting capabilities, CustomerMetrix impacts daily operations and executive decision-making to ensure strategic, continued improvement.

Developed by SQInsight Hospitality Consulting, S.Q.B.I. analyzes guest reviews from all major social media sites, including hotel and cruise line websites. S.Q.B.I. uses text analytics to leverage a critical and underused feedback source, written comments. The solution provides department managers and top executives with a decision-making tool, and better insight into company and competitor performance. S.Q.B.I. simply helps companies better understand and improve the guest experience, which leads to improved profitability.

About Market Metrix
Market Metrix provides the leading guest and employee feedback systems to the worldwide hospitality industry. We combine award-winning research and powerful technology to help clients make the right business decisions. Our Software-as-a-Service (SaaS) products are used more hospitality companies than any other, supporting thousands of hospitality businesses in 70+ countries. Market Metrix has been helping hospitality companies turn feedback into performance since 1996.

http://www.marketmetrix.com

About SQInsight Hospitality Consulting
SQInsight Hospitality Consulting develops and markets the social media monitoring, review site and social media analytics product S.Q.B.I. for the hospitality industry. The initial target market has been cruise lines, but SQInsight Hospitality Consulting is now expanding its technology to other markets such as lodging, airlines and car rental agencies, to further market its solution worldwide. http://sqbi.sqinsight.com

Contact:
Anna Schliemann
Market Metrix
(415) 721-1300 ext. 309
aschliemann@marketmetrix.com

Patrik Hellstrand, Managing Director
SQInsight Hospitality Consulting
(818) 268-8793
phellstrand@sqinsight.com

I want to share with you that S.Q.B.I., the most advanced and comprehensive guest feedback and text analytics dashboard for Hotels and Cruise Lines is now fully mobile.

S.Q.B.I. is a unique social media monitoring, review site and internal survey analytics solution; designed for Executives and Managers. We use the leading text analytics solution on the market coupled with our proprietary and separate Hotel and Cruise Industry categorizations models, by which we achieve a level of insight and analytics unparalleled in the Hospitality Industry. S.Q.B.I. is the only solution in the market that brings together review site data, internal guest survey data, and other social media data from Facebook and Twitter etc. Because we rely on text analytics, we can bring together any source of data and provide Hotels and Cruise Lines with full-picture analytics and benchmarking previously not available. S.Q.B.I. is much more than just a social media aggregator and text analytics solution; it’s a management tool that helps Hotels and Cruise Lines to identify previously unseen opportunities, and course-correct products, services and strategy.

Please contact us through info@sqinsight.com or (818) 268-8793 for a demo, or visit our website http://sqbi.sqinsight.com for more information.

How Travelers Use Online and Social Media Channels to Make Decisions

Cornell University recently released a study on how guests use social media and review sites to make travel decisions, based on responses from 2,830 recent travelers. The study reveals that recommendations from friends and family are the most reliable source of information, followed by travel related websites, search engines and review sites such as Trip Advisor and Cruise Critics. Late in the decision-making process guests turn to brand websites.

In addition to above cited graph, the study contains a great deal of important information on guest behaviors such as:

- Most frequently consulted social media and review sites
- At what point in the decision-making process guests consult various sources
- Likelihood of booking a trip with a provider that has negative, or positive reviews
- Likelihood of posting a review after a negative, or positive experience

Although the information contained in the Cornell study is new; it’s no secret that social media and review sites have created considerable opportunities for all travel industry businesses, particularly for Hotels and Cruise Lines. We at SQInsight Hospitality Consulting have long known this and enable Hotels and Cruise Lines to capitalize on these opportunities through S.Q.B.I.; our unique online guest opinion and competitive benchmarking solution. S.Q.B.I. helps leading Hotels and Cruise Lines to understand what is written about them online, and improve their products, services and competitive positioning.

To read the Executive Summary or download the full Cornell study as a PDF, please visit the ‘Research’ section of our newly dedicated S.Q.B.I. website http://sqbi.sqinsight.com