Hotel staff asking you to leave a review

[mel-world]

I’ve never noticed this on SQ, at least that I can remember.

The only time it's happened to me on SQ is when I thank the crew for looking after us so well. I know it's their job but it's always good to show your appreciation. Sometimes I will send a review but often life or our holiday just gets in the way. They are never so persistent as to be annoying.

 

[VPS]

I got a particularly shameless, hard sell to leave a review at breakfast this morning at my hotel. I thought something was up when the lady gave me a 3-minute spiel mentioning her name several times before I could even enter the buffet. She then came around every few minutes to check on me (and all the other guests too), before the inevitable came and she asked me to leave a review on Google mentioning her name. She also made sure to mention her name a few more times before I left the restaurant.

I stayed at the Hilton Bankside in London in April and was bombarded with staff giving me cards with their names on them. These were often people in the lounge and they did nothing because it is self serve or the guys that sat behind the desk and didn't help with your luggage. The only one that was worth anything I had to go and ask him for his name

 

[PERLHR]

Hope you made your disappointment clear on the feedback. Expect better from Hilton and in London never cheap!

I stayed at the Hilton Bankside in London in April and was bombarded with staff giving me cards with their names on them. These were often people in the lounge and they did nothing because it is self serve or the guys that sat behind the desk and didn't help with your luggage. The only one that was worth anything I had to go and ask him for his name.

 

[Sprucegoose]

I’ve never noticed this on SQ, at least that I can remember.

Nor can I and in anycase based on my last few flights with SQ they may wish to ignore any of my reviews!

 

[lovestotravel]

I don't bother leaving reviews...

However the NPS/Feedback surveys are great and tend to obtain good results when you have had a negative experience.

Several hotels have made compelling offers for a future visit, in terms of room upgrades or $300-$500 credits...

 

[Himeno]

Being pestered like that is one way to ensure that I don't leave a review.

This, or a review opposite that of the type they want.

 

[Himeno]

The problem with these constant "demands" for reviews is that they've become a metric that location (store/hotel/air crew/etc) is judged on internally and forms part of the KPI scores thus then forming part of the bonus for those who get them.

The surveys also aren't clear on just what a given score results in. For example, the VOC and VOT surveys sent out by work have ranks out of 7. If the person completing the survey doesn't give at least a 5, it counts as a 0.
Which has lead to store management pressuring staff to complete their VOT surveys (each staff member gets one once every 3 months) and trying to get them to give max scores, even when such scores aren't deserved. These surveys are meant to be voluntary and anonymous.

 

[PERLHR]

The problem with these constant "demands" for reviews is that they've become a metric that location (store/hotel/air crew/etc) is judged on internally and forms part of the KPI scores thus then forming part of the bonus for those who get them.

The surveys also aren't clear on just what a given score results in. For example, the VOC and VOT surveys sent out by work have ranks out of 7. If the person completing the survey doesn't give at least a 5, it counts as a 0.
Which has lead to store management pressuring staff to complete their VOT surveys (each staff member gets one once every 3 months) and trying to get them to give max scores, even when such scores aren't deserved. These surveys are meant to be voluntary and anonymous.

And from that explanation dare I say worthless and a poor indication of proper use of KPIs. Better monitoring of performance, evaluation and KPI writing needed for a start!