Case Study: B&B HOTELS improves review scores and guest satisfaction with TrustYou

How B&B HOTELS Uses TrustYou To Gain More Reviews and Customer Feedback

B&B Hotels, a European budget hotel chain with over 300 locations, sought to improve its guest experience by moving beyond traditional paper review sheets. Their challenge was gaining a centralized overview and analysis of online guest feedback to better understand customer needs and provide personalized service. They engaged TrustYou and its online reputation management product to overcome these obstacles.

The solution implemented by TrustYou provided a centralized platform for monitoring online reviews and a customizable survey tool, which was intuitive and well-supported. As a result, TrustYou helped B&B Hotels improve its overall review scores and boost guest feedback volume, with surveys accounting for 28% of all reviews. These survey reviews also had a statistically significant higher average score (82) than reviews from other sources (79), contributing to improved guest satisfaction and helping the company achieve its business goals.

B&B Hotels

Anna-Karin Daute

eCommerce Consultant