Dailyflats, the bookings agency for high quality vacations rentals in Europe, particulary in Barcelona city, has set up its first system of customer feedback with the aim to improve the quality of its website and to adapt its apartments to the client’s needs and expectations. But actually, it’s not so easy to tell what’s wrong. Just have a look on some interesting answers and the use that made it Dailyflats to evolve.
The evaluation form is quite simple but efficient: they sent out a form of satisfaction to each client after their stay in one of the Dailyflats apartments, asking the guests to rate the accommodation, in terms of value, cleaning, comfort and their check in or out. The additional comments box is like an open guestbook for the client to explain their opinions. At the beginning, it was quite general as “It was so hard to communicate with Spanish people” for example.
Sometimes the complaints can be fairly subjective to taste, as the first customer wrote “The cupboard of the entry is just so ugly”.
The first comments were a little disturbing for Dailyflats such as “I’ve waited more than 20min for my check-in” or “The sheets were dirty”.
But time after time, having changed the apartments decoration, having laid-off the incompetent staff… the comments were totally different and thus, much more otpimist as one customer said “My stay was perfect thanks to the pieces of advice of the persons who has done my chek-in” concerning the staff. The opinions about the product have also evolved positively with coments saying things like “The apartment is really modern, a kind of these luxury apartment that you can see in movies”.
The results of this system of feedback was very constructivist according to the CEO of Dailyflats, Rafael Mastroianni:
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