Success stories

A hotel situated in a highly competitive geographical area experienced declining occupancy.  Becoming a growing concern, the general manager of the hotel needed to understand the reason for the occupancy decline. The key was to find out what really mattered to their guests.

The hotel manager deployed several PxidaCX™ surveys to understand and to quantify those things that their guests say matter the most. PxidaCX™ revealed that there were three key areas of weakness guests flagged as areas for improvement, “reception experience”, “housekeeping” and “checkout experience”. PxidaCX™ not only identified areas where change was needed, it showed the order in which these things stacked in terms of importance to the hotel guests.

The weaknesses identified and prioritized, the manager of the hotel was able to carefully allocate his resources, improve staff training and tackle the hotel’s weakness in order of importance.

This effort resulted in occupancy increasing significantly above targets over a period of six months as online and offline reviews both improved and positively impacted bookings.