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Dashboard Analytics Key in Lake Lawn Resort’s Selection of UniFocus’ Guest Satisfaction Survey Solution

  • UniFocus
  • 07.12.12
Having the right information readily available is an important part of business, and that is one of the primary reasons why Lake Lawn Resort, located in Delaven, Wisconsin, recently selected UniFocus’ GUESTScope™ guest satisfaction survey solution for its customer satisfaction feedback needs.

“One of the most appealing aspects of GUESTScope for our property, and for me personally, is the user-friendly dashboard and all of the tools it puts right in front of you,” said Ben Zugay, guest service manager of Lake Lawn Resort. “Using the dashboard to create solutions to problems and to rate our different departments based on non-financial metrics is a wonderful opportunity we wouldn’t have otherwise.”

Users are provided with more than just questions and answers, as customized survey questions are designed to uncover the most important issues being experienced by customers, determine potential lost revenue for the property and the intent of guests to return and recommend.

“The solution unlocks an entirely new network of information that we did not have at our fingertips ever before,” said Zugay. “UniFocus has been very professional, with a friendly customer service team. Any questions that I have had have been addressed above and beyond all expectations by webinars or one-on-one phone calls with program specialists. Questions are always answered thoroughly and in a short period of time.”

The information needed to make faster and more effective service recovery efforts is provided to key staff members via real-time alerts that are received after a guest has submitted a survey. The guest response system provides management an overview of how well the staff is resolving problems and how quickly the resolution is happening.

“Lake Lawn Resort is focused on providing luxury and exemplary customer service. When managers use our guest satisfaction survey solution to get a clear picture of guests’ areas of concern, they are able to use that information to correct problems and save future revenue,” said Mark Heymann, president and CEO of UniFocus. “We’re pleased that Lake Lawn Resort selected us to provide the information they need to continue to succeed.”

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