Service-level benchmarking and standards
We excel at getting companies from Point A to Point B. (But first we need to figure out where the heck Point A is.)
Surprisingly, many companies don’t know where their hospitality services stand today—they just know that things need to improve.
Whether you currently possess performance baseline data—or you need data collected—Vendalytics can help. But before acquiring or analyzing this all-important data, we like to find out the objectives of your hospitality services. Specifically, we want to understand why your services are being offered, what the services are exactly, who’s delivering them, how and to whom.
Since our team has worked with hundreds of hospitality service organizations in the past, we can effectively analyze your approach and objectives. We can also provide valuable information on how other best practice programs in your industry are designed and how they are performing. While no two facilities are alike, this information can be quite helpful as you think about what’s possible at your facility.
Service Saturation Evaluation
We begin by analyzing your hospitality service data. (Don’t have data? You will soon.)
For companies that already have sound data on their hospitality services, we immediately begin analyzing this data to get a baseline for your services.
If you’re like many companies, however, that don’t have existing data relating to your hospitality services and how they are performing, we work with you to start the process of collecting it.
Service data breaks down into both general data (e.g., how many guests, patients or visitors you’re serving; how many vehicles are being parked; the number of concierge requests; shuttle routes and ridership; how many frontline team members and managers are staffed for each shift; how much revenue you’re collecting, if any; how many “comps” are being given out and by whom, etc.)—as well as performance data (e.g., customer feedback surveys; mystery shopper results; Yelp reviews, etc.).
To have a viable sample size, the right amount of data needs to be collected. In the case of mystery shoppers, we will work with you to define what the mystery shoppers need to look for and the frequency with which they will “shop.”
Customer Feedback Planning
Who better to ask how you’re performing than your customers?
Along with collecting data from third-party mystery shoppers, we help you solicit feedback from actual users. There are many different ways to collect this data—from QR code surveys, to email surveys, to online surveys (where customers provide information in exchange for a chance to win a prize), to one-on-one phone surveys. In the end, we want to know if your services are meeting their needs—and why or why not.
Often through conducting customer surveys we learn that while your services may be good, they may not be what your customers are interested in. For example, you could be investing a lot of money to provide “white glove” type service when your customers would actually prefer speed or an amenity program (such as free water on a hot day, stickers for their kids, etc.).
Oftentimes customer data is just a mouse click away.
Today, people share their outstanding (and not-so-outstanding) service experiences at sites such as Yelp, TripAdvisor and Google Plus. And while this information is readily available, we have found that 9 out of 10 properties don’t collect data from these social media sites—nor do they leverage them to either promote themselves when customers have great things to say or use them to improve their service recovery efforts when reviews are less than stellar. Vendalytics helps you mine these important customer reviews and address them proactively.
Getting to the next level
Once the data is collected and analyzed, we help you with goal setting and service improvement planning. (Or where the rubber meets the road.)
The byproduct of Vendalytics’ service evaluations is a really good view into how things are today and how they can be improved. If that’s the only service you are interested in, we are happy to provide it. Or, if you would like additional services (such as assistance in implementing our recommended steps to improve your services), we can move forward with a consulting arrangement whereby we define key performance indicators (KPIs) and then joint manage those until service gets to the desired level. That could be a linear progression.