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Management Responses To Hotel Guest Reviews Lead To An Increase Of Review Stars And A 17% Increase In The Volume Of Subsequent Reviews.
The popularity of using reviews to make decisions for just about everything to do with hospitality and travel provides a robust pool of data to conduct research. It is from this industry where we gain some of the most comprehensive and concrete evidence to support the incredible value that businesses can derive from publicly responding to customer feedback
Analysis suggests that responding to negative reviews boosts hotel scores more than when management responded to favorable comments.
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