Clarabridge, the leading provider of text analytics software used by many Fortune 1000 companies to improve customer experience management (CEM), today announced Choice Hotels International, Inc. has initiated the deployment of the Clarabridge Content Mining Platform® to enhance guest satisfaction rates and increase efficiency for its franchisees.
The Customer Relations group for Choice Hotels Customer Care and Reservations (CC&R) Department collects and processes close to one million text-based customer comments annually from hotel guests providing commentary in guest relations case notes, emails, guest satisfaction surveys and other channels. The insight is used proactively by franchisees to make property improvements on a timely basis, by customer relations teams in coaching underperforming properties, and by marketing teams to understand the effectiveness of advertising and promotional campaigns, partner programs and overall brand health.
“Previously, we attempted to analyze this data manually, but despite our best efforts, we struggled with the manpower needed to analyze such data,†said Mark Weiner, vice president of customer care and reservations at Choice Hotels International. “Clarabridge allows us to aggregate data across multiple internal and external customer listening posts within minutes so we can more fully understand what our customers say about individual properties, improve their likelihood to recommend, and provide better reporting analysis and service to our franchisees.â€