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Complaint management for the hospitality sector

Making experiences matter

In this fast paced, digital age leisure time is precious, so when things go wrong it is doubly frustrating and often emotionally fraught for the consumer. Any problem will have a disproportionate impact on loyalty in comparison to other markets, making it important to listen to customers, address areas of concern and improve the all round customer experience. UsefulFeedback! for hospitality does just that. It deals with capturing, managing and reporting on complaints. The application can easily work in a single restaurant or hotel or across a whole chain to cost effectively provide a full picture of where issues reside in order to drive change, resulting improved efficiency and enhanced customer service.

Industry features
  • Capture all feedback at the point of contact, with easy to use categorisation to allocate to the relevant area of the business
  • Easy to scale, cost effective, intuitive system that is simple to deploy across the organisation to resolve issues as they occur
  • Drill down into the customer feedback data for information on specific areas of the business, for example a specific site or department and specific complaints categories such as staff behaviour
Core functionality
  • Enterprise-wide - rich tools delivered to those staff regularly handling customer feedback but simple email and web form based interface for all other staff less frequently involved in feedback processes - dramatically reducing training needs
  • Online contact forms - allowing customers to quickly and simply report issues from your website
  • Social media interaction - assess, analyse and respond where necessary to customer comments found across a variety of social media sites
  • Easy to use contact management interface - giving staff the tools to quickly and efficiently capture feedback and track progress on behalf of a customer
  • Automated case assignment - customer cases are automatically routed to relevant team for prompt handling and resolution
  • Intelligent workflow - prompting case handlers to carry out the right action at the right time
  • Multi-lingual correspondence templates - giving case handlers the ability to correspond by email or by letter in the customer's own language
  • Root cause analysis - comprehensive and industry-specific root cause classifications supported by threshold alerts are included allowing you to make a quickly understand and address underlying causes
  • Geodata options - cases can be linked, using a map interface, to a specific location - providing a wealth of opportunities for improved management of area-based case loads and better understanding of customer issues

Current available configurations

  • Hotels
  • Restaurants
To find out how easy it is, why not try our 30 day free trial
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