For Hotel ESTE, customer satisfaction no longer has any secrets.

Thanks to GetWelcom's Customer Satisfaction solution.
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Discover how Hotel ESTE boosts its Google rating by better controlling its customer satisfaction.

The challenge: to make customer satisfaction legible and measurable

A lack of visibility for teams and management

Before GetWelcom, Hotel ESTE did not have a clear tool to visualize customer satisfaction. Feedback was scattered, subjective, or incomplete, making it difficult to identify real irritants as real strengths.

Impossible to measure satisfaction reliably

Without a structured indicator or automated monitoring, teams and management lacked a common frame of reference. The management of the customer experience was based more on feelings than on data.

Difficult to anticipate dissatisfaction and identify promoters

The hotel had no way to quickly identify unhappy customers before they left a negative review, or to recognize its ambassadors to feed its Google rating.

The objective: make satisfaction legible, measurable and actionable, to really drive the customer experience.

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The solution: monitoring satisfaction throughout the customer journey

During the stay: identify dissatisfactions and act immediately

The Hotel ESTE sends a satisfaction survey during your stay. Within seconds, the customer can report a problem or a frustration. Teams receive an instant alert and can intervene immediately: a cleaning, a change of room, an adjustment of service. The result: irritants are treated before they turn into bad reviews.

After the stay: an intelligent investigation to analyze and improve

At the end of the stay, the customer receives a comprehensive satisfaction survey, designed to identify:

  • the highlights of the stay,
  • areas for improvement,
  • operational recurrences,
  • and the overall level of experience via the NPS.

Satisfied customers are referred to Google or Tripadvisor, which automatically increases the online rating.
Negative feedback is handled internally, never in public.

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The results: satisfaction that is more legible, more controlled and an increasing e-reputation

A significant reduction in negative reviews

A Google rating that is constantly improving

A clear vision of strengths and areas for improvement

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Hôtel Moustache
Seclin
Bô Hôtels
Ambronay
Hôtel Escale Châtel
Châtel
Maison Louise Lille Centre - Handwritten Collection
Lille
Novotel Lens Noyelles
Noyelles-Godault
Hôtel de Londres
Menton
Hôtel Jules Vernes
Biarritz
Hôtel & Spa Napoléon
Fontainebleau
Hôtel West End
Paris
La Maison Pic
Valence
Hotel Mil8
Avoriaz
Mercure Dijon Centre Clemenceau
Dijon
Hôtel Le Lieu-Dit
Nantes
Hôtel ibis Styles Dijon Central
Dijon
Hôtel de Sers
Paris
Hôtel Astrid Caen
Caen
Grand Hôtel La Cloche
Dijon
La Toubana Hôtel & Spa
Guadeloupe
Logis hôtel le Beaujoire
Nantes

Key figures

Concrete and measurable results.
+0.3 pts
On the Google note
− 26%
negative reviews
72%
of response rate

Why work on customer satisfaction with GetWelcom?

A clear, legible and finally objective vision of your satisfaction

GetWelcom turns scattered impressions into reliable data. Thanks to the NPS, the verbatims and the unified dashboard, your teams and your management have a simple indicator that is shared and updated continuously. Customer satisfaction becomes measurable, controllable and actionable.

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Anticipate dissatisfaction and avoid negative reviews

With the survey sent during the stay, you identify irritants in real time. A room that is too hot, a cleanliness problem, a perfect welcome? Teams can intervene immediately, before the customer leaves unhappy or leaves a negative review on Google or Booking.

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Boost your e-reputation with promoting customers

Happy customers are automatically referred to Google or Tripadvisor. The result: more 5-star reviews, a higher rating and better online visibility. You transform your happiest customers... into ambassadors for your hotel.

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Continuously improve your operations and customer experience

Verbatims and recurring themes reveal what works (your strengths) and what needs to change (your areas of improvement). Your teams save time, your decisions become more relevant, and the customer experience improves stay after stay.

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Features in detail

In-stay satisfaction form

Sent during the stay, it allows dissatisfaction to be immediately identified and acted upon before the end of the stay. A powerful tool to reduce negative reviews and correct irritants in real time.

100% customizable satisfaction survey

At the end of the stay, send a survey adapted to your establishment: branding, questions, themes. Get feedback that's loyal, structured, and fully aligned with your customer experience.

Shortcut option to boost your Google & Tripadvisor ratings

Happy customers are automatically redirected to Google or Tripadvisor to leave a public review. Negative feedback, on the other hand, remains internal. The result: online grades that increase naturally.

Tracking dashboards

Track your NPS, trends, verbatims, and key metrics in a clear and unified dashboard. Satisfaction is finally becoming legible and usable by teams and management.

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Responding to customers from the interface

Respond directly to the feedback received from the GetWelcom back office: thanks, clarifications, personalized follow-up... a fluid channel to strengthen customer relationships.

Full customer sheet

For each customer, find all of their feedback, their history, their NPS, their verbatims, their points of attention. A valuable tool to get to know your travelers better and personalize your welcome.

Widgets for your website

Display your satisfaction scores or customer reviews on your site. A simple and elegant way to strengthen your credibility and reassure your future customers.

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Finally, simplify the monitoring of your customer satisfaction.

With GetWelcom, customer satisfaction becomes a clear, legible and actionable indicator for your teams. Feedback is centralized, dissatisfaction detected in real time and satisfied customers are directed to Google. You gain visibility, responsiveness and quality of welcome, while sustainably improving your e-reputation.

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FAQ

We have thought of some of your questions, for others do not hesitate to contact us.
Comment les enquêtes de satisfaction sont-elles envoyées ?

Est-ce que je peux personnaliser les thèmes ?
Qu’est-ce que le NPS et comment est-il calculé ?
À quel moment est-il préférable d’envoyer une enquête ?
Que faire si un client est insatisfait ?
Les données collectées sont-elles conformes au RGPD ?
Est-ce compatible avec les autres modules GetWelcom ?


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