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Online Ratings - The Good, The Bad & The Ugly

The creative minds at AppTech Gateway have developed game changing technology that has brought online ratings and user reviews into a world of actionable, real-time data.

Positive reviews can greatly enhance a company’s profitability, while a negative review can have devastating effects. Some negative reviews are simply defamatory; some, while couched in opinion form, are extraordinarily and virulently negative.
A study of online buying trends showed that 86% people hesitated to purchase a product or service because they had read a negative review online. That’s nearly 9 out of 10 of your potential customers that could be swayed by a negative review.

We are committed to change the tides of online reviews & low star rating’s whereby app users will realize stellar customer experiences when they see how quickly your management team responds to their needs after they have provided feedback while in your establishment.

According to a Harvard Business Review Research Report by Michael Luca, for restaurants, a one-star increase in Yelp rating leads to a five-to-nine percent increase in revenue.

In order to respond to any feedback or review, a full overview of what happened is needed. Many times incidents reviewers are referring to dont’t provide enough information. The AppTech Gateway library and survey builders provide a unique customizable approach to learn customer details that are most relevant in your industry, whereby customer feeback is delievered in detailed and quantifiable reports coupled with a proprietary notifications system delivers escalated details to on-duty staff.

Systematically we provide to your management, an easy way to quickly respond to customers live feedback, good and bad, shows to your customer that your business cares about what they have to say.

Online Ratings

Since we live in the digital age, hotels aren’t the only ones who can track (some) elements of a property’s performance. As customers share their hotel experience online, hotels and their potential guests are able to track how well a property delivered on different guest experience metrics.

For this reason, hotels should monitor their online ratings and reviews very closely, and use that feedback to improve both their operational procedures and guest experience standards. Indeed, online reviews not only provide a source of direct feedback from guests so hotels can adjust their services to meet guest expectations, but they can (and will) impact a property’s bottom line as they affect future bookings.

So it’s clear that a restaurant’s online presence and reputation does in fact have an effect on its success.

Customer Satisfaction

Of course, the challenge with online ratings is that (1) they only appear after a guest’s visit, and (2) many guest will never leave one at all. Consequently, they don’t provide a complete picture of guest experiences.

This is why guest experience KPIs should be supplemented by customer surveys. Indeed, as StoreRanker points out, “[c]ustomer surveys are an invaluable source of information about customer satisfaction.” They allow hotels to “track actions like customer complaints to management or number of customer reviews you get on external websites.” When using customer surveys, however, it’s important that questions are phrased “in a way that elicits specific responses that can be tracked as KPIs.”

Reviews
Positive reviews can greatly enhance a company’s profitability, while a negative review can have devastating effects. Some negative reviews are simply defamatory; some, while couched in opinion form, are extraordinarily and virulently negative.