BDRC Continental helps organisations to identify their most valuable customers, to understand the drivers of satisfaction and loyalty and to prioritise improvement and change for bottom line impact.
GuestRate is a unique suite of services that offers an integrated approach to operational performance management.
While we approach every assignment according to your unique business context, we have developed a suite of services, GuestRate, that offers an integrated approach to performance management with the added benefit of competitor benchmarking
GuestRate comprises 2 core modules:
Guest Advocacy tracking
Continuous guest feedback driving service improvement and increased levels of recommendation and referral. Using advanced analytics, individual properties can establish the relationship between their performance in each aspect of service and the subsequent likelihood of guests to become ‘promoters’ or ‘detractors’. Competitor and brand benchmarking allows like for like comparison, giving insight into hotel positioning within its market.
Mystery Guest programme
Enabling groups to monitor compliance with brand standards across hotel portfolios, measuring the impact of training and monitor quality systematically as well as understanding the less tangible factors that affect guest experience and loyalty, BDRC Continental’s Mystery Guest Programme conducts on property performance audits. Professional hotel inspectors and highly experienced guests deliver clear, incisive reports and debriefings directly to GM’s and head office decision makers.
For more information please contact one of our team
