Pan Pacific Hotels and Resorts has come up a new customer-oriented online initiative in Electronic Guest Comment Card (eGCC).

Published: 13 Sep 2006

Pan Pacific Hotels and Resorts has come up a new customer-oriented online initiative in Electronic Guest Comment Card (eGCC).

The eGCC promises guests a swifter and faster response time on guest feedbacks. It has been designed with the objective to increase guest satisfaction by offering a more efficient and accurate method of collecting and analysing feedback and comments.

It has been developed by Market Metrix, LLC, a provider of market research services for the hospitality industry.

The eGCC is sent as a personalised email to guests during their stay, inviting them to participate in the online-based survey. Upon completion, the survey is electronically delivered directly to the hotel where the guest stayed. A dedicated team at the hotel will access the results of processed surveys in real-time and take immediate action to guest feedback.

The implementation of the eGCC helps to increase accountability and efficiency in service recovery and eases the management of guest complaints or issues with the immediate collection and analysis of comments. This establishes the process for management teams to develop and implement programmes to constantly improve guest services and concentrate on exceeding guest expectations.

The eGCC programme is also able to measure brand loyalty of guests to enhance strategies that increase brand value and brand loyalty.