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#ITW CLIENT: How Lille’s Tourist Office increased its clients’ response rate for its satisfaction survey thanks to GuestViews

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Bénédicte Douchet, communication manager at Lille’s Tourist Office and Congress explains us how the GuestViews’ guestbooks enable to realise fun satisfaction surveys for visitors and increase their response rate.

 

“COULD YOU PRESENT YOURSELF IN A NUTSHELL?

My name is Bénédicte Douchet. I am digital communication manager at Lille’s Tourist Office and Congress.

COULD YOU PRESENT LILLE’S TOURIST OFFICE AND CONGRESS?

Lille’s Tourist Office and Congress is an association under the law of 1901 and was created in 1913. It’s mission is to promote the territory.

Exhibitions “My desires in…” are exhibition cycles initiated by the Department. They are present in the different territories in the North of France (Flandres, Hainaut-Cambrésis, Avesnois…). The last phase was dedicated to Lille’s metropolis. For the occasion, the Department asked Lille’s Tourist Office and Congress to moved it’s reception. Lille’s Tourist Office united with other tourist offices of the metropolis to welcome visitors.

HOW MANY VISITORS HAVE YOU WELCOMED?

63 960 visitors were welcomed during the exhibition from the 15th of December 2017 to the 30th of April 2018.

WHY DID YOU USE GUESTVIEWS APP?

Our goal was to make our satisfaction survey more fun thanks GuestViews’ digital solution. The aim was also to increase the number of answers in order to collect contacts for our client database.

HOW DO YOU USE THE APP?

GuestViews enables us to collect, in real time, opinions from our clients and data regarding their satisfaction. Our team can consult immediately the guestbook and the comments. We use the dashboard to analyse data and to compare them with different time periods. Finally, the guestbook provides us with some key information for us to improve.

WHAT THE DIGITAL GUESTBOOK CHANGES IN YOUR DAY TO DAY JOB? 

The digital guestbook enables us to have access to data in real time in order for us to react quickly in the case of discontent. Thanks to the app we can easily process our statistics with the export on Excel. Information are immediately clearly organised, we don’t have a long sorting work to do before they can be used.

ACCORDING TO YOU, WHAT IS THE MAIN BENEFIT OF THE APP FOR THE USERS?

The use of the tablet is very appealing for our audience. The experience is original and visitors enjoy using it. Moreover, a digital guestbook is not common, visitors are intrigued. Being able to give your opinion in a fun manner is the main asset of the guestbook.

HOW MAKES THIS SOLUTION RELEVANT FOR TOURIST OFFICES?

Tourist offices have the ability to know better their physical visitors thanks to this solution. It is particularly useful to improve the quality of the reception and to bring relevant servcies to people. In addition, the option to share their opinion on social media via the guestbook is a great way to create ties with your visitors.

WHAT ARE THE 3 REASONS WHY YOU WOULD RECOMMEND GUESTVIEWS?

I would even give 4! Firstly, GuestViews’s satisfaction survey is digital, making it more fun for users. For the Tourist Office, it means being able to see clients’ opinion and answers in real time. Then, thanks to the digital guestbook we save time processing data regarding satisfaction instead of having to process data manually. Finally, the app increased our client database!”

 


Image à la une : © Office de Tourisme et des Congrès de Lille

 

July 31, 2018

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