Germin8, a Digital Intelligence company has undertaken a brief analysis to understand the consumer’s perception and requirement before they book a premium-class hotel (in this case). Using Germin8 Social Listening, a proprietary social media listening platform, Germin8 has collected and analysed the social media conversations and collated a brief study to understand the consumer perception and requirement before they book a premium-class hotel. Here are some of the report’s key findings:
- Flaws in staff behaviour, hotel hygiene and food could definitely lead to negative reviews on platforms like Google Business Reviews
- Auditing staff attributes such as professionalism, tone of voice, body language, and the willingness to help can always lead to positive reviews and appreciation on various online platforms
- Extending the timing of breakfast, serving warm food along with multiple food options are always praised
- Hotels that highlight that they are located in close proximity to community hot spots such as famous markets and or public transport system would gain more foot-fall provided that they highlight the fact that proper steps are taken to reduce external noise pollution
- Catering to ‘personalised’ special requests from guests, assisting late-night travellers, quarters for drivers of guests and providing pick up and drop facility for guests are always praised in comments
- Maintaining proper the ambience and providing premium amenities increases the satisfaction level of the guests staying at the hotel
- Hygiene of the place was really a concern for most of the guests and they even highlighted the cleanliness of the entire hotel premise.
- Parking was another major category highlighted by many guests and helped in their overall satisfaction. Having an in-house and spacious parking space was appreciated by many guests. Valet service provided by the hotel was also highlighted and praised.
Dr. Ranjit Nair (PhD AI), CEO and Founder of Germin8 Solutions stated, “Social media contains a wealth of data that is invaluable to marketers and decision-makers. Social media data is made up of collected information from social networks that show how users engage with, view, or share content. We, at Germin8, use Germin8 Social Listening which helps us understand the current public interest and sentiment on various trending topics happening in India. Tracking and analyzing metrics like these can help implement a successful marketing strategy. Germin8 collects conversations from across all social media platforms and using AI analyses these conversations in real-time and converts them into industry-specific actionable insights.”
