Case: Marketing & Feedback Automation
Context
Section titled “Context”Post-stay feedback was collected inconsistently. Happy guests rarely left reviews; unhappy ones went straight to public platforms. The hotel had no early warning system for service failures.
Objective
Section titled “Objective”Automate post-stay surveys, route negative feedback to management before it goes public, and guide satisfied guests to leave reviews on key platforms.
Results
Section titled “Results”- TripAdvisor rating: 3.8 → 4.6 over 8 months
- Public review volume: 3× increase
- Service failure early detection: 74% of issues now resolved before public posting
Full case available in Russian — Маркетинг и обратная связь