RateGain Provides Online Guest Satisfaction Analytics for Preferred Hotel Group’s Innovative Quality Assurance Program

  • RateGain
  • 11.15.11
Preferred Hotel Group™ has selected RateGain to power advanced tools for its properties as part of Preferred’s Integrated Quality Assurance (IQA) program.

IQA modernizes quality assurance by combining traditional unannounced hotel inspections with rankings and comments from a wide range of social media sites. The technology provided by RateGain allows Preferred managers to view a real-time snapshot of customer ratings for their hotel and compare guest satisfaction trends against competitive hotels.
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"We selected RateGain because they have the best vision and were able to customize their web extraction technology to fit the exact needs of our quality assurance program," said Rob Cornell, Senior Vice President – Global Development for Preferred Hotel Group. "With RateGain’s innovative dashboard and intuitive online user reports, our hotels now have access to guest feedback information across all relevant social media sites, allowing them to react to the latest trends and respond immediately to improve guest satisfaction.”

RateGain’s cloud technology provides each Preferred member hotel property with their own social media dashboard that provides up-to-date analysis of ratings and scores from a wide range of social media sites, including TripAdvisor, Frequent Flyer, Virtual Tourist, Facebook, and Twitter. The data is updated every 24 hours and also allows each Preferred hotel to compare their guest satisfaction results with five competing hotels. Using semantic analysis, RateGain’s technology also scores consumer reviews on websites that do not provide numerical consumer ratings, thereby permitting comprehensive rankings of consumer reviews across all social media websites.

“We are proud that Preferred Hotel Group selected RateGain technology to extract and analyze customer feedback across social media sites,” said Bhanu Chopra, CEO of RateGain. “Preferred’s IQA program is quickly establishing itself as the new standard in reputation management and quality assurance measurement for the hotel industry.”

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