At AltoVita, we're committed to providing seamless and exceptional experiences, not just for our clients but also for their consultants and guests. One of the ways we ensure that we're meeting—and exceeding—expectations is through our robust Customer Satisfaction (CSAT) reporting feature, integrated into our AltoInsights Reporting Dashboard.
How the CSAT Reporting Works
- Consultant Feedback: When a consultant initiates a Housing Request (HR), typically on behalf of a corporate client, we understand the critical role they play in ensuring a smooth experience. Therefore, 24 hours after fulfilling the HR request and confirming the booking, we send them a CSAT survey via email. This survey, facilitated through our integrated survey feature, allows consultants to rate the service provided by our AltoVita Customer Success managers and provide contextual feedback. The ratings collected are aggregated within our database.
- Guest Satisfaction: For end users and guests staying in AltoVita sourced accommodations—we collect the CSAT feedback post-stay. Similar to the consultant feedback process, guests receive a survey where they can rate their experience and provide comments. It's important to note that if a client prefers not to engage directly with guests in this manner, we respect that decision and refrain from sending these surveys.
Using AltoInsights for CSAT Reporting
AltoInsights, our advanced reporting dashboard, is where the magic happens. It provides a comprehensive view of CSAT scores gathered from both consultants and guests. Here’s what you can expect:
- Visibility and Accessibility: Authorised users, such as RMC consultants and travel managers, can access CSAT ratings specific to the AltoVita Customer Success managers handling their corporate accounts. They can filter data to view scores by corporate client, time period, or any other relevant criteria.
- Data Transparency: Each CSAT score displayed in AltoInsights is accompanied by the number of responses it's based on, ensuring transparency and reliability in the reported metrics.
- Customisable Settings: We understand that preferences may vary among our clients. Therefore, we offer the flexibility to disable CSAT requests entirely for clients who opt out through their account settings. This ensures that we respect their operational preferences while still maintaining our commitment to service excellence.
Why CSAT Reporting Matters
The insights gathered through CSAT reporting are invaluable. They allow our clients to:
- Measure Performance: Quantitatively assess how well AltoVita’s Customer Success managers are meeting service level expectations across different clients and situations.
- Drive Improvement: Use qualitative feedback to pinpoint areas for enhancement and continuously improve our service delivery.
- Foster Accountability: Hold ourselves accountable to the highest standards of service excellence by transparently sharing our performance metrics with our clients.
At AltoVita, our commitment to service excellence is unwavering. The CSAT reporting feature in AltoInsights is not just a tool; it's a testament to our dedication to understanding and exceeding the expectations of our clients and their guests. By harnessing feedback from both consultants and guests, we ensure that every interaction with AltoVita is not only satisfactory but exceptional.
Experience the power of CSAT reporting with AltoVita today. Contact us to learn more about how we can elevate your corporate housing experience through data-driven insights and exceptional service delivery.