NB: This is a viewpoint from Michelle Wohl, vice president of marketing at Revinate.
The popularity of online reviews and the importance of social media are changing the way that hotels are approaching how to gather customer feedback.
Historically, hotels have relied on extensive post-stay surveys and mystery shoppers to ascertain service levels, customer satisfaction, and areas for improvement.
Read full story at: http://www.tnooz.com/2013/05/21/news/rethinking-the-traditional-hotel-guest-satisfaction-survey/
