- Guest Experience
- UX Design & Research
- SEO & Copywriting
- Management Consulting
- Social Media Management
Gray Line I Love Rome
Guest Experience Communication
KPIs website usability improvement
Find out the scores obtained
- +Improved the response time from 4.35 days to <1.8 days.
- + Improved the response rate from 46% to 76.26% (+30.26%).
- + 94% of employees interviewed declared a positive sentiment towards the company.
- + On Google My Business channel, the rating improved from 3.6 to 3.8
- + Improved the total average rating based on the performance of all review channels by 0.53 points
Tested new Guest Service Recovery techniques starting from optimizing the management of reviews and transforming 63% of dissatisfied customers into positive results:
- 13% have removed a negative review
- 13% have changed a negative review to a positive one with peaks of 5 stars
- 39% were handled before they posted negative reviews
- 34% said they are satisfied with customer care and will choose the brand again