Auckland-based Bachcare Holiday Homes is the biggest holiday homes accommodation provider in New Zealand, with over 2,200 properties. The brand showed strong leadership and innovation by moving to an up-to-date guest survey solution complete with automation during the pandemic, with some incredible results.
Bachcare Holiday Homes
•
Asia Pacific
How Bachcare Holiday Homes Improved Survey Conversion by 135%
Asia Pacific
Area of operation
2,200
Number of properties
5,000+
Number of rooms
Bachcare Holiday Homes, New Zealand’s largest holiday home rental company, leveraged guest surveys to enhance guest experience and increase survey conversion rates by 135%. By targeting domestic travelers during the pandemic, they improved guest satisfaction scores and optimized operations using valuable feedback.
Solutions implemented
Infrasys POS
Reviewpro Reputation
Iceportal Content
Shiji Platform
Daylight PMS
Meridian Experiences
Horizon Distribution
Astral Payments
Twilight Data + AI
Challenge
After the pandemic hit and international borders were closed, accommodation operators around the world scrambled to pivot to domestic audiences. With about 85% of its business already domestic and a large inventory of fully equipped vacation rentals, Bachcare Holiday Homes was ideally positioned to meet the growing demand for local travel and extended stays.
The brand had already been searching for anew survey provider that offered automated data collection and advanced survey and reporting tools. At the time, Bachcare was using Google Forms to send post-stay surveys to guests and compiling the results manually on to Excel, which naturally took up a lot of time and did not provide the insights they were looking for.
Solution
By spring 2020, ReviewPro’s Guest Satisfaction Surveys (GSS) solution was fully implemented, and Bachcare began sending out the newly designed surveys. Guests were asked to rate various aspects of their stay and could choose to share feedback either privately, on the Holiday Home website, or in a Google review.
The company also implemented ReviewPro’s Auto Case Management (ACM) solution to automatically flag specific types of feedback, in order to identify the root cause and specify the action required to ensure a quick resolution to the issues.
"We recognized that we needed data to measure the success of our improvements."
Result
Almost immediately upon sending the new surveys, the company experienced a surge in quantity and quality of responses.
From November 1st to December 31st 2020.
Furthermore, the brand managed to exceed the company goals in terms of Net Promoter Score™ (65.15 vs. 64.0 goal) and Overall Survey Score (4.55/5.0 vs. goal of 4.0).
Drawing from the data, the brand saw cleaning score go up by three points compared to the previous year, something that was of high priority due to the pandemic. The service score had also improved by four points, which was extremely important even that their guest satisfaction was another of their core priorities.
ReviewPro’s Sentiment Analysis Tool
Bachcare Holiday Homes is especially fond of ReviewPro’s sentiment analysis tools. It allows them to identify which items were coming up again and again including things that would have never crossed their minds such as the exact number of placemats, pillows and cutlery guests wanted. They also learned that cooking equipment is more crucial than ever before, since people are not going out to restaurants as much due to the pandemic.
Ensuring a Constant Cycle of Improvement
The higher volume of surveys provides a treasure trove of guest feedback for fine-tuning the guest experience.
As survey results are broken down by region, property, department, booking channel, trip type (among other variables), Bachcare Holiday Homes can now easily identify where improvement is needed and which segment is driving the need for improvement. A custom Lifetime Value filter also provided valuable insights into guest satisfaction among the top spenders. As survey results were shared with property owners and holiday managers via a personal portal, in the event of a low rating or negative review, a case was automatically created in Auto Case Management (ACM) and assigned to a team member for follow-up, ensuring nothing was ever left unnoticed.
The feedback also highlighted the strengths that gave Bachcare an upper edge over competitors, such as its 124 holiday managers who are available to guests 24/7.
None of our competitors offers full services like we do. There is no one on the ground like our holiday managers. It gives our guests and owners peace of mind.
-Fleur Douglas, Head of Managed Services
About the
Bachcare Holiday Homes
Since being founded in 2004, Bachcare Holiday Homes has grown to become the biggest provider of holiday homes in New Zealand, building upon its core mission of helping customers “find their happy place” in holiday homes—or bachs, as Kiwis call them.
Today, the company boasts over 100,000 customers and 2,200 properties.
About Shiji Group
Shiji Group is a multinational technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail, and entertainment industries, ranging from hospitality technology platforms, hotel management solutions, food and beverage, and retail systems, payment gateways, data management, online distribution and more.
Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.
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