When Best Western engages with reviews, its occupancy spikes
When Best Western properties worldwide engaged with user reviews across the Internet, they saw their annual occupancy rates grow at double the rate of properties that didn’t.
That’s according to a study of customer and business data from more than 4,400 independently-owned Best Western properties globally between April 2013 to September of 2014.
The study was done by Medallia, which sells customer experience management software that lets companies like hotels capture and respond to feedback across platforms and channels.
Best Western often uses online tools and resources provided by TripAdvisor to encourage and collect reviews from its guests on the giant user-generated review platform.