The Westin has implemented some pretty cool technology aimed at increasing customer satisfaction. The resort now uses a unique feedback system in which guests are encouraged to leave comments, both positive and negative, via a voicemail at any point during their stay. Guests are asked three simple questions: What is the Westin doing right; which employees have provided outstanding service; and what can the Westin do better?
The answers are immediately converted to text messages and emailed out to management. The Westin is hoping this new technology will help improve guest satisfaction while reducing potential problems during a guest’s stay.
Here’s an example of how this technology works:
One guest recently left a voicemail about the service they received during a child’s birthday celebration. That message was immediately passed along to management, and for the rest of that child’s trip, he received extended birthday wishes from all of the Westin staff. Pretty neat if you ask us.