Case Study: Frasers Hospitality boosts guest feedback, response rates, and review volume with TrustYou

Frasers Hospitality - Customer Case Study

Frasers Hospitality, the hospitality arm of Frasers Centrepoint Limited, faced the challenge of managing and improving its global guest feedback system to enhance overall satisfaction across its 148 properties. To gain better insights from a larger volume of reviews and improve response rates, they partnered with vendor TrustYou and implemented its full guest feedback platform, including TrustYou Analytics and TrustYou Surveys.

By utilizing TrustYou's platform, Frasers Hospitality achieved significant measurable improvements. The total number of reviews grew by 408% from 2015 to 2017, while the management response rate dramatically increased from 30% to 96%. Sentiment scores for key categories like Price, Service, and WiFi saw substantial gains, and the number of direct survey reviews increased by 60.8%. TrustYou provided the tools necessary for Frasers to efficiently monitor feedback and drive service improvements.

Frasers Hospitality

Fabien Linsay

Regional Operations