Turn reviews into useful tips for your staff
Client: Campofelice Camping Village
Sector: Hospitality
+2k
Surveys processed per season
5
Languages automatically translated
+10
Departments analyzed
The reported reviews are used for illustrative purposes only
Campofelice Camping Village, a prestigious campground on Lake Maggiore in Switzerland, decided to invest in digital to improve its customer care service and increase customer retention. Managing and enhancing the thousands of responses to post-stay surveys presented a significant challenge. Ander Group solved this issue by developing a web app based on OpenAI's GPT-4, which analyzes customer opinion sentiment and provides targeted suggestions, turning feedback into a valuable customer care tool.
API integration between hotel management system and HubSpot
Activation of HubSpot Service Hub
Development of a GPT-4-Based Web App
A beacon in a sea of data
After integrating its hotel management system with HubSpot, Campofelice has automated its e-mail marketing activities, but was faced with the complex challenge of enhancing the enormous amount of information from post-stay surveys.
With a significant number of annual visitors, analyzing these surveys, conducted in five languages and for three different types of accommodations, can be particularly complex and unintuitive. Managing the text responses, especially open-ended ones, requires considerable manual effort, further complicated by the variety of languages used by guests.
This method of analysis would not be sustainable in the long term. Additionally, Campofelice needs an aggregated overview of customer opinions on various services without having to examine each review individually to extract useful insights.
From feedback collection to automated analysis
To address these needs, Ander Group has developed a web app based on OpenAI's GPT-4. This solution provides assisted analysis of survey responses, aggregating data and offering a clear and concise view of customer sentiment on different aspects of the service, regardless of language or accommodation type. This approach offers valuable support to the team while ensuring human control over the interpretation of the insights generated.
Here's how it works:
A few days after the stay ends, guests automatically receive an email survey, inviting them to share their opinions about their experience.
Guests rate the various services and provide detailed comments. This feedback is collected and stored on HubSpot, which, however, does not offer optimized analysis tailored to the client's specific needs.
Textual data, by its unstructured nature, is complex to analyze. Our solution performs sentiment analysis on comments, categorizing them as positive, neutral, or negative, and translates them into Italian for easier understanding.
Using a range of filters, comments can be isolated by language, type of accommodation, service area, and more. Additionally, the system generates useful suggestions for the customer care team, identifying areas of concern and proposing concrete improvements.
Line managers can download the feedback related to each department and share it with involved team members. This process facilitates more targeted and timely interventions, improving overall service quality.
The web app developed by Ander Group enables continuous optimization by aggregating and analyzing data over different time horizons.
Customized data dashboard
The web app includes a fully customized dashboard exclusively for the Campofelice team. This interface provides access to all information related to customer stays, which can be used as filters for data analysis. Available specifications include the period of the stay, the type of accommodation selected, the subject of the review, and the language used.
Results achieved
The integration of the hotel management system with HubSpot, along with the web app developed by Ander Group, turned a complex challenge into a strategic opportunity. With automated management and advanced analysis of customer feedback, Campofelice now has the tools to continuously improve service and make more informed decisions.
"Our collaboration with Ander Group continues to deliver added value, allowing us to maintain high service standards and adapt to the ever-evolving market demands.”
Petra Schnellmann / Sales & Marketing Manager
