How to manage your customer reviews in the CHR sector?

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When choosing a hotel, restaurant or bar, many consumers first consult customer reviews that they can find online. Indeed, no one wants to sleep badly or eat badly. As proof, 9 out of 10 French people consult restaurant reviews before going there 1 and for 34% of French consumers, bars and restaurants represent the sector where customer reviews count the most 2 .

Mastering your customer review management is therefore essential in the CHR sector . Especially since the rating counts a lot in consumers' choices, with 46% of Internet users saying they will not visit an establishment with a rating lower than 3/5 3 .

But then how do you encourage customers to leave senegal phone number library a review ? And how do you manage your customer reviews in the CHR sector? We explain everything to you!

1. Collect as many customer reviews as possible
2. Respond to ALL your customer reviews
3. Use a customer review management platform
Conclusion


collect CHR customer reviews

1. Collect as many customer reviews as possible
First, you need to start by collecting as many customer reviews as possible and on a regular basis. Consider collecting your customer reviews on different platforms such as UberEats, TripAdvisor, The Fork, Booking or Google.

Did you know? Since the Digital Market Act, your Google My Business listings reference customer reviews from different platforms. And there is no shortage of choice in the CHR sector !

To collect as many customer reviews as possible , you should systematically send a request after each visit to one of your hotels , restaurants or cafes . Be aware that consumers rarely leave comments themselves, unless they are unhappy. It is therefore important to seek out positive customer reviews . Especially since 88% of consumers trust online customer reviews as much as personal recommendations 4 . It is therefore an important pillar of your e-reputation .

email collection of CHR customer reviews

Customer review collection email

To encourage customers to leave you a review in the hotel and restaurant industry , you can contact them by email, SMS or offer them a tool directly in your establishments such as QR codes or collection points. Whatever the chosen method, consider making simple models to save your consumer time. Obviously, don't forget the local customization of messages to improve your performance.



respond to CHR customer reviews

2. Respond to ALL your customer reviews
Once you have collected your customer reviews , your work does not stop there. Now you have to take the time to respond to them all. Whether they are positive or negative, you must respond to all comments to ensure effective review management of your CHR establishments .

For effective customer review management , the responses are as important as the collection phase. This is for several reasons: to give your customers attention and encourage them to come back, to demonstrate that you take their opinion into account or to assert your ability to question yourself in the face of criticism. Be aware that 95% of French Internet users who read customer reviews online also read the professional's responses 5 . Your way of responding is therefore scrutinized and decisive in the choice of prospects who are looking for a hotel , a café or a restaurant .

But how do you respond to a positive customer review in the CHR sector ? Nothing could be simpler. Start by thanking your customer for leaving you a review, remind them of local elements related to the customer's experience in your message and encourage them to come back!

positive customer review CHR response

Example of a response to a positive customer review in the CHR sector


And what about negative customer reviews in the hospitality industry ? This time, you should start by apologizing and taking the complaint into account. Then offer another complaint channel (customer service, email, etc.) to get out of the public sphere. Note that 70% of dissatisfied customers will do business with a company again if it can solve their problem 6 . So don't be afraid and respond even if the customer review doesn't please you.

negative customer review response CHR

Example of a response to a negative review in the CHR sector



3. Use a customer review management platform
Does review management for your CHR network seem colossal to you? Rest assured, you can rely on allies such as a customer review management platform .

This tool allows you, first of all, to send emails or SMS to collect customer reviews that respect your editorial charter while allowing local customization of the information. You can either manage this collection directly at the headquarters or delegate it to your hotels , restaurants or cafes thanks to its local customization fields.

The customer review management platform also sends you alerts when new customer reviews are posted, allowing you to not miss a single one and to be able to respond to all of them! You can even feed a library of templates for responding to customer reviews based on the rating and topics.

To save even more time, some platforms allow automated responses for 4 and 5 star customer reviews and those without comments. This saves your CHR network valuable time !

Finally, what would a powerful tool be without results indicators? Thanks to its global and local analysis tables (number of reviews, rating, percentage of reviews awaiting responses, etc.), a customer review platform provides you with all the data necessary to make your review management perform .

You can thus effectively manage your customer reviews and the e-reputation of your CHR network !


Conclusion
To manage your customer reviews in the CHR sector, you must start by setting up a customer review collection strategy . Once the comments have been collected, you must take the time to respond to all customer reviews. This is for each of your cafes , hotels or restaurants . Whether the customer reviews are positive or negative.

To save time and improve your performance, you can rely on a customer review management platform that brings together all the tools to make your review management perform . Thanks to its features, Digitaleo's customer review management platform is perfectly suited to the hotel and restaurant sector . Don't hesitate to ask for a demo!