Improving guest experience through customer satisfaction insights.
The opportunity
The struggle to meet customer expectations
CP Hotels Verona, operating in the Verona area since 1995, manages three distinct four-star hotels, each catering to different customer segments, including Business, Leisure, and MICE (Meetings, Incentives, Conferences, and Exhibitions).
Despite having a strong presence, the group struggled with understanding the real needs of its customers.
The management found monitoring and responding to reviews time-consuming and lacked an efficient system for interpreting customer feedback to enhance service quality and overall guest experience.
With limited time and fragmented data, decision-making often relied on personal opinions rather than objective insights, making it difficult to fully meet customer expectations.
Why choose Data Appeal
Turning feedback into action
CP Hotels Verona recognised the importance of gaining insights from customer feedback to improve their guest experience.
After considering various options, they chose Data Appeal (formerly Travel Appeal) for its ability to provide clear, objective data to support decisions.
The Travel Appeal platform, now D / AI Coach, helped the management understand customer sentiments and offered a solution to monitor reviews across multiple channels efficiently.
Data Appeal’s easy-to-use interface and comprehensive data analysis empowered the team to take control of their reputation and make informed decisions based on actual customer insights.
Data Appeal’s solution
Real results with real-time insights
Data Appeal’s D / AI Coach, a reputation management platform, became an essential tool for CP Hotels Verona.
The platform allowed the team to monitor and analyse customer reviews daily, providing valuable insights into areas of satisfaction and those requiring improvement.
D / AI Coach enabled all departments, from reception to catering, to access real-time data and contribute to the hotel’s reputation management efforts.
By fostering healthy competition among the hotels and motivating employees, the platform not only improved service quality but also united the team around a shared goal of delivering excellent customer experiences.
The results
Raising the breakfast bar…and more
Since implementing Data Appeal’s D / AI Coach, CP Hotels Verona has seen a significant improvement in customer sentiment and service quality.
A notable practical example of how CP Hotels Verona enhanced their breakfast service using insights from Data Appeal involves addressing previous criticisms. They implemented straightforward changes, such as rearranging the food layout, improving the presentation, and introducing a few new products. As a result, the reviews significantly improved. The pastries that had once faced criticism were now well-received, with guests highlighting the variety and quality of the breakfast offerings.
“Using a single platform for a global view of the satisfaction index, in addition to convenience and speed of work, gave us the opportunity to take a big leap forward and take targeted actions, which allowed for the growth in sentiment of our hotels quickly”
Stefania ZanusoHead of Sales and Marketing at CP Hotels Verona
The ability to quickly access and analyse data has led to immediate actions, such as optimising the breakfast service, which resulted in higher customer satisfaction and a better guest experience.
The team now operates with a clear view of their performance, regularly comparing their results with competitors in the area.
With data-driven decisions and a motivated team, CP Hotels Verona is well-positioned to continue improving its offerings and exceed customer expectations, with a newfound confidence in their ability to deliver exceptional experiences across all their properties.
These results underscore how CP Hotels Verona transformed their customer service approach using Data Appeal’s D / AI Coach, leading to improved guest satisfaction, better internal collaboration, and a more proactive approach to managing their reputation.
