Integrated Quality Assurance (IQA) is a custom-designed quality measurement program that assures guest satisfaction and measures compliance with Preferred brand standards. Preferred utilizes two measurement tools for a complete picture of hotel quality and reputation:
· professional on-site "mystery shop" evaluations (conducted by Deloitte) against a comprehensive set of collection-specific criteria
· customized, online consumer review and social media assessment tool available 24/7 (powered by ReviewPro)
Review Pro is a platform for your team to view and respond to consumer reviews and comments posted on 200+ online channels such as Google, Booking.com Expedia, Travelocity, Hotels.com, and Trip Advisor where many comments are made about hotels and hotel-related travel.
Skillful management of customer feedback is critical to a hotel’s success. Negative testimonials or comments in popular online forums, as well as scams and false users, can potentially put your hotel’s reputation in distress. Management Response in these situations can be a game changer, allowing you to recognize the guest’s feedback and respond accordingly. Meanwhile, positive comments, can be used by your management to recognize team members who are going above and beyond to provide the best possible guest experience.