Experiences? Your recent stay at

[Conrad_S]

See a lot of comments on the site on companies not responding to feedback.

The other day I received one of those invitations to provide feedback on a recent stay at a Sydney hotel that I regularly use. I was doing some work before heading to the office in the morning and in the great tradition of procrastination completed the survey instead and submitted it. In a couple of areas where I thought their service delivery didn't quite make it I responded with 7/10 and provided some related comments,

By 10 am that morning I had an email and phone call from the manager providing an apology and seeking my views on fixing the (very minor) problems. Subsequently received an email from the group manager making sure the issues had been addressed. From the discussions they had obviously reviewed customer value as prior to calling. Even though my intention was to provide feedback the response had all the elements of a standard complaint response, apology, how can they improve, your business is important to us etc.

These email surveys are pretty ubiquitous these days so I'd be interested to hear the experiences of other forum members on where they had received (or not) response to solicited feedback,

 

[shellthom]

I booked for a hotel, let me think, it was hayman, for some reason mine and my partners email were in the booking and while I booked, paid did everything, they emailed him for comments (which is fine). He provided feedback and while we had a great stay I think there were a couple of things he didn't like. The phone call came through the same day much as yours along with an email.
For some reason my partner really enjoyed that opportunity to speak to them, I guess its all about being recognised and listened too? I wouldn't know they didnt ask me haha

 

[Conrad_S]

I hope he said it was very good value for money then

 

[shellthom]

Yes I am sure he did, I booked some ridiculous deal as it was so even if they asked me I would have said great value. I am not sure we could afford it on a normal rate - but I worked it out that we paid for flights and transfers and not much more.
Oh I remember, the complimentary walk up coffee bar started making out milkshakes in half serve glasses while others were still getting full glasses because we both ordered the same flavour and they were busy. He didn't like that (nor did I to be honest) because we would just have to order another and that meant we just meant we were waiting longer than everyone else.

But yes for my partner is was indeed a steal!

I hope he said it was very good value for money then